Poor Service at MTN

Dear MTN,

On the 14th of February 2022 I took my device into MTN Cape Road (Port Elizabeth) due to the fact that it was faulty and they assisted me in applying for an OBF and sending it back to HO.

Fast forward to the 21st of February, I was told by MTN Cape Road that the OBF was approved and that I'd be getting a new device. It is now March and I am still sitting with no device yet I am expected to pay a bill for February when no one can tell me when I will be getting my device and NO ONE has contacted me with regards to this! The only consultant that was willing to help me was Muzi Ndlovu who had sent the below email to all of you for escalation. I have still not heard anything back and my original sales consultant just stopped replying to any emails after the sale was done. I have sent countless emails to the complaints department and I have still not been assisted. To make it worse, I am now being told by the retention department that they won't be sending a new device and I have to start over with my application for a new device/upgrade. How is that even possible? How is that even ok with you?? The service from all of you has been extremely poor and quite frankly, it's a joke.

Below are all the ref numbers from every call I've made about this: IRMS: 746806 Your query *** has been closed. Your query *** has been closed. Your query *** has been closed. Your query *** has been closed. Your query *** has been opened.

I expect a call back immediately! And I will also not be paying anything until I have a new device in my hand. If this request cannot be met within the next 24 hours then please cancel my contract and I'll be moving my business to another provider.