PAYING FOR A PHONE I RETURNED AND NOW BEING IGNORED!!!

MTN RETENTION DEPARTMENT

I upgraded my contract with MTN on 01 April 2020. I received my new device on the 7th of April. By the 10th of April I decided that the device has too many issues in terms of battery charging and usage, application inconsistencies and was in general lacking in comparison to my previous device brand. Seeing that it wasEaster weekend and the MTN retention department was closed I contacted them on Tuesday 14th April to return the device under the 10 day cool off period regulations. I spoke to Mapitso Tshabala who assisted me. I was advised to immediately stop using the device and switch it off - which I did. I wass then informed that Mapitso will send me an email to confirm that a courier will collect the device from me.

I called again after two days of not receiving any communication from her. I spoke to a different consultant who informed that she had email Mapitso to get back to me. Still nothing. I called again on the 18th of April and was again assisted by a different consultant who also informed that he emailed Mapitso to get back to me. I received an email from Mapitso on the 17th of April asking to inform what the problem with the device was in order to assist. I sent an email detailing why I was not happy with the device and that I would prefer to upgrade to a different device. On Monday the 20th a courier company collected the device from me. I immediately informed Mapitso via email that the device was collected from me. I received a reply saying that she will follow up with warehouse to confirm receipt of the device, cancel the upgrade in order for me to redo the upgrade online and process the refund should I be billed for the returned device.

I emailed her again 2 days later - 22 April - in order to follow up. Got no reply. I called the retention department 23rd April and the consultant emailed her. I called the 24th of April and the consultant emailed her. I emailed her again on the 28th of April. She rep**** to the email asking for the tracking number in order to follow up with warehouse. Should she not have asked me for the tracking number when she confirmed that she will do so a week before if she needed it??? Anyway, she confirmed receipt of the tracking number and that it was send to warehouse.

I emailed again 2 days later - 30th April - and again I heard NOTHING back from her and the MTN debit order was paid from my account. The last email she sent me fortunately had a direct contact number for her. I called her on Monday the 4th of April. Mapitso confirmed that warehouse never received the device from the courier company and that her supervisor called the courier company the week before on Friday 1st May and the device is expected to be delivered to the warehouse the same day (Monday) I was promised that she contact me the following day to confirm and will cancel the upgrade, "open" the account to allow me to redo the upgrade and process the refund.

I called her twice the following afternoon just before 4pm as I have not heard from her. Nothing!!! She is not answering my calls. I called again today 6th May. Again not answering my calls!!!!!! I am now paying for a device which I returned!!!! And the longer this takes to sort out the same will happen this month. And completely ignoring me is really not okay. Lockdown or no, this is the poorest customer service I have ever received.