Phone not charging

I am writing to express my extreme disappointment and frustration with a recent purchase and subsequent service experience with MTN.

On 29/10/2025, I purchased a Huawei Nova 14i from the MTN Westgate branch.

The phone started malfunctioning on 15/12/2025 specifically with its charging capability. I took the device to the MTN Clearwater Mall branch, where it was booked for repairs. I was informed the repair would take 21 working days.

To my dismay, I only received the phone back on 30/01/2026. However, the issue resurfaced almost immediately. On 03/02/2026, the phone began acting up again, failing to charge properly.

I returned to MTN on 09/02/2026, where I was once again told the phone would be booked for repairs. At this point, I explicitly stated that I no longer wanted this specific device, as I am paying a full monthly amount for a phone that I am consistently unable to use.

On February 13, 2026, I was informed that the phone needs to go in for another 21-day repair cycle. Furthermore, I was advised that after this repair, I would need to return to the original Westgate branch to discuss a replacement phone or contract cancellation.

On 28/02/2026 I went to Westgate branch to discuss the replacement or cancellation of my contract, I was told that I need to wait for feedback from repairs they sorry that this manufacturing fault is happening to me but they can't assist. It's been 3 months now without a phone.

This entire process has been incredibly frustrating and unacceptable. I have spent an unreasonable amount of time without a functional device, despite paying for a full contract. The repeated failures and lengthy repair periods for a brand new phone are simply not fair.

I am requesting either a new phone or the cancellation of my contract for this faulty device. I expect a prompt and satisfactory resolution to this ongoing issue.