Ready to tear my hair out

Hi

I was contacted by MTN last year to renew my contract & do my upgrade, telephonically. I was impressed by the proactive approach, and did the upgrade over the phone. I was told that my new handset would be delivered. I got an SMS confirmation in August that my upgrade / renewal was approved. Great! Or so I thought...

Months and months later, I still don't have the new phone. I have phoned the call centre (I have lost of track of how many) multiple times, and every time, I just get transferred to someone else! It has gotten to the point where I start with "please don't transfer me - please just help", and they transfer the call anyway. Nobody is able to tell me when I will get the phone. One agent event told me that MTN did not do the upgrade, it was done by Liberty (What on earth? Did MTN outsource upgrades? How did they get my personal information???) and they they must fix the problem... and again, transferred to someone else who didn't even pick up! Another agent told me the phone was stuck at the warehouse and that they would get it released. Guess what, no phone!

In November, I started changing my request from wanting to get the phone, to wanting to cancel the upgrade. The same drama ensued... multiple calls, multiple times passed on to someone else, no joy. And although one call centre agent told me that the upgrade had been cancelled, when I called a few days later to try do a different upgrade (hoping to restart / kick start the process again, in desperation) I was told that the upgrade had not been cancelled. They could not tell me when I would get the new phone.

I have even tried to contact MTN via twitter, and despite being promised a call and support from there, I have had no joy via this either.

I am now sitting months later, STILL WITHOUT THE NEW HANDSET,

So, with tears in my eyes, down on my knees, please could you just cancel my contract, so that I can move to another service provider. I run my own business, and am hugely dependent on my phone. It is old, and giving in, and I have no doubt that doing business elsewhere could only be easier.

I have been an MTN customer for over 15 years. Please add up at least R 1 000 bill per month, to work out how much I have spent through the company... and tell me if this is justifiable service. And again, please cancel the upgrade. It's the least you can do.

With desperation, and no thanks at all. Jenny