Poor Service for upgrading my contract.

Somehow it feels like MTN does not care about retaining their customers.

I tried to upgrade my contract in store (Order Number: ***). The store representative uploaded my ID multiple times, but the agent on the other end kept rejecting it, saying it was the wrong version of ID—which I do not have. I have been using the same ID for over ten years and have never had this issue before.

Eventually, the store rep said he could not assist further and told me to contact customer care. Customer care then said there was nothing they could do and that I must go back to the store. When I returned to the store, I was told it was ridiculous that customer care could not help.

So now I am being pushed around like a ping-pong ball, with no resolution. I also cannot upgrade my contract elsewhere because no one seems able to cancel or reset my existing application.

I emailed Customer Care explaining the situation and was told that an agent had been assigned and would contact me—but I am still waiting.

Please advise how to proceed. If the intention is for me to change service providers, then just let me know, because this level of service is extremely disappointing.