Poor Ineffective servicing

Hello Peter, I honestly hope someone can help me at MTN. About 2 weeks ago I received a call from a service provider appointed by MTN- Mobiles Plus to assist me with an upgrade which I accepted at the time, as I have two cell phones they declined the one a day later and the reasons provide were not satisfactory. I decided not to take the delivery on the one when it arrived, and the driver went back with the phone.

I visited the branch a week ago to try and upgrade I could not as the reversal has not happened, I was told at the MTN branch that it would take a week, another week has gone by and again today I make phone calls only to be told by MTN to go back to the service provider and a Nomsa at the branch gave me a number to call ********** 000 which tured out to be a motor dealer tel number, I am so frustrated as I need to upgrade. I then found a number that belonged tp Mobile plus spoke to a gentleman who was very rude did not get his name and called again and spoke to a Joselline who refused to give her surname saying she is the only one in customer care centre of Mobile plus. She informed me that only once the driver had returned the items and was reflecting on MTN side this would happen.

I don't know hat else to do or to talk to, seems people don't really know their processes.

I hope that you can help me Peter