Sort it out or you will have the Ombudsman knocking!

TO say we are disappointed is an understatement. Both my parents and myself have been client's of MTN for over 20 years. My parents who are retired was called back in october to do an upgrade. My mother decided to do this upgrade with a gentleman called Kelvin. FIrst of all the Iphone 7 took 6 weeks to get to my parents. It then proceeded to not work - the battery would die within an hour. The phone was returned on the 12th November. We were promised communication and assistance further only once my father went into the Garden Route Mall MTN (please note that he is HIGH RISK for C19 - and had to resort to this which is totally unacceptable). We have not received ANYTHING since then PLUS TO MAKE matters worse they were charged for the new contract now - WITHOUT receiving the phone or ANY help whatsoever! This is a huge contravention to the POPIA Act! I will be going to the Ombudsman if this is NOT sorted and we get a valid explanation by TODAY! THis is simply NOT fair on the elderly - who are not able to go into a store to sort it out due to being HIGH RISK. But MTN - you are forcing them to do this with no other option - will you TAKE it UPON yourselves should they get ILL because of your incompetence. SORT IT OUT! You will be hearing from the OMBUDSMAN if we have not had an answer by TODAY!