Poor, poor service, and not one person at MTN can assist how is this possible

I am extremely disappointed with the service I have received from MTN over the past nine weeks.

I app**** online for a double deal contract and, due to what appears to have been a system error, I received four phones instead of two. Upon investigation, I discovered that two separate contracts had been opened in my name, despite only applying for one deal.

I immediately returned the two extra phones and requested that the duplicate account be cancelled. Unfortunately, this is where my nightmare began.

Over the last nine weeks, my daughter and I have spent countless hours on the phone with MTN. We have spoken to more than 50 consultants, been transferred from department to department, and sent numerous follow-up emails after almost every interaction. Despite all of this, the issue remains unresolved.

On several occasions, after explaining the situation and expressing our frustration, calls were unexpectedly disconnected. We have repeatedly been promised callbacks and resolutions that never materialised.

To make matters worse, the duplicate account has already been debited twice. Fortunately, I was able to reverse these debits through my bank. I eventually managed to speak to a supervisor who assured me that someone would contact me to resolve the matter. Once again, no one called.

Today I was shocked to be informed that I cannot cancel the duplicate account because it is allegedly in arrears and has been handed over for collections. I am now being told that I must first pay the account before it can be cancelled.

How can a customer be held liable for a contract that was opened in error, for devices that were returned, and for an issue that has been reported and followed up on continuously for over two months?

I am simply asking MTN to correct an error that should never have happened in the first place.

MTN, can someone please take ownership of this matter and resolve it once and for all?

Reference numbers, emails, call records, and proof of return are available if required.