Terrible customer service and support

<p>Good day</p> <p>I am very upset with the service and support received from MTN since September 2016.</p> <p>The customer service in Cape Town kept phoning me to have my contract upgraded and eventually after quite a few sms's, emails and a substantial amount of calls from the customer service department, a young man by the name of Sergio Adams phoned me and said he would assist me and he also assist with a package that would suit me best and save me money.</p> <p> </p> <p>I was on a MTN choice 350M at the time and he explained that the package he could move me to cost a total of R549 per month and had 5 gig data which is what i needed.</p> <p> </p> <p>We upgraded both my contracts and he sent me an Sony Experia E5 phone which i felt was the phone i would be happiest with as i am not a Samsung fan.</p> <p>After numerous emails to whoever i could mail, customer service, complaints department, Sergio, a consultant by the name of Jamie..... Nothing. No response, no service. My bill has in fact gone up by R300 to R400 per month since the new contract kicked in. It has not been a saving at all. During my holiday in December, i phoned MTN Again as well as Sony, Sony explained that MTN Had to assist with the unblocking of the phone, all they were able to do was see that Sergio had never disabled the old data which i had to purchase each month as i ran put of data and never activated the discounts. I have still not had any other feedback from them. </p> <p> </p> <p>It is now January 2017 and i have still not been able to access the phone as it is password protected. I was at the MTN Kollenade branch today 2 January 2017, to have the phone reset but still no luck.</p> <p> </p> <p>The consultant there was very kind and helpful but could not reset the phone, he printed out the instructions, i have now fully charged my phone but i am still not able to reset the phone. </p> <p> </p> <p>I would like the contract with MTN cancelled with immediate effect, i will give them their phone back as i cannot operate this way.</p> <p> </p> <p>I have been with MTN since my first cell phone, this is unacceptable. I have all the email correspondence that i sent MTN and billing printouts and they have the whole telephone discussion between Sergio and I recorded.</p> <p> </p> <p>You may contact me at ********** 091, please assist me with this problem as this upgrade means nothing to me at all.</p> <p> </p> <p>I thank you in advance.</p> <p> </p> <p>Kind regards, </p> <p> </p> <p>Antoinette Swart </p>