POOR & DISGUSTING SERVICE - Call centre says "they dont know how to help me"

I was due for an Upgrade, so I decided to order it Online as I have heard it is easier in today’s AGE however I have found this experience NOT TO BE THE CASE! I Successfully upgraded online where I was sent an email to say it was approved and that I must wait to be contacted from the Delivery Department from MTN SHOP ONLINE. I got this email on Friday the 3rd MAY 2019 and read that I will be contacted within 3 - 10 WORKING DAYS AS THIS IS MTN POLICY. I have to date phoned numerous of times to customer care call centre and I was being put through to MTN DIRECT which don't deal with MTN SHOP ONLINE APPARENTLY, and I have also emailed MTN SHOP ONLINE AND I have still not been contacted.

I have however received the SMS's saying I am on my new contact. After complaining on Hello Peter on the dates 20th May 2019 and 4th June 2019, I was then advised that I will be contacted by an Mtn Supervisor and still to date I have not been contacted.

I then went back to MTN shop on Monday 27th May 2019 as I was told I must now get an Affidavit from the Police Station to say I want to cancel my upgrade from the MTN online shop and this will take 5 days approximately for them to cancel it on their side then once this has been approved they will contact me so I can get then my phone directly from the store.

I went to the Cascades MTN Shop, Pietermaritzburg, KZN – on the 3rd June 2019, only to be told that now it takes 7 - 14 working days. So again, I waited for time to pass to be contacted still having a small amount of faith left in Mtn, but of course I was not contacted after the 14 days were done.

After much frustration, I decided to go back to the store to see if there is ANYONE That can actually help me solve this problem that I have had for two months. I returned on the 21st of June 2019 to the Mtn Cascades, Pietermaritzburg, KZN store only to be told that I must continue to phone the customer care and she has done everything she can. (By the way, she told me this info without even logging me onto her system and checking for an update, Her name is Livashni.) she also said her manager came to the store on the previous day and she re-escalated it (APPARENTLY).

So I left the store and phoned the call centre straight away. I spoke to a lady named Prudence who was very helpful. She told me that it was in fact only escalated on the 14th June 2019. So when I toke my affidavit into the store on the 27th May 2019, it was only processed a WHOLE TWO WEEKS LATER. ONCE AGAIN WASTING MY TIME AND MY PETROL GOING BACK AND FORTH.

Prudence then told me she had escalated it again and someone will contact me soonest. I left it at that and then I called again on the 26th June 2019. I spoke to a lady who said she “ACTUALLY DOESN’T KNOW WHAT TO DO and the only thing she can do to help me would be to send an email to the sales department who processed my upgrade to contact me immediately to find a solution to my problem.”

Still TO DATE – 28th June 2019, I have not received ONE CALL FROM MTN. I have been charged two months for a NEW PHONE I HAVE NOT RECEIVED. I have been shown repeatedly that no one cares to help me at the CASCADES MTN STORE or the Customer Call Centre. I have never in my life received SUCH POOR AND DISGUSTING CUSTOMER SERVICE. I have been a loyal customer for 2 years, never missed a payment and this is how I am treated by MTN SOUTH AFRICA.

If I don’t get contacted today – 28th JUNE 2019 I will be CANCELLING MY ENTIRE CONTRACT.