shat happened to the good service mtn

i am a long time customer with mtn and never had issues with them till 2021! i first had a major issue with my insurance with them, which they eventually helped me with but now they say im up for an upgrade but must pay a device fee of R2170!! seriously, this will be the 3rd time i will upgrade with them, the worst part is i did the upgrade online - no indication on the site about a device fee, due to covid but the website stopped working due to a system issue, when i went into the store thats when i found out about the device fee. i cancelled in store but ended up with an email saying my upgrade was successful and my device is on its way.

i have then called mtn again to get this cancelled as im not prepared to pat the device fee, and they transfer me to completely different call centre who advised me to cancel with DSV when they call to arrange for my delivery, which i did.

i get a call today again from DSV saying that i have a package waiting for me - i called them back and the agent there took my number down as they did cancel my delivery but MTN instructed them to still deliver to me - now i have to wait for them to call me back to get my cancellation recorded on a call.

after being with mtn for so long, i am shocked at how bad the customer service has gone - you used to be such a wonderful network with excellent customer care but what happened!!!!