TERRIBLE SERVICE

I am lodging a formal complaint against both MTN and DSV (Moloisane Couriers) for an entirely unacceptable delivery experience that has now stretched over weeks with no resolution, despite daily follow-ups.

I ordered two MTN upgrade phones online: Samsung A56 – ordered 3 January 2026 (approved)

Samsung A07 – ordered 14 January 2026 (still pending)

This complaint currently relates to the A56 delivery, but raises serious concerns about the upcoming A07 delivery as well.

Timeline of Failures Tuesday, 6 January 2026: DSV attempted delivery. Delivery failed due to a fingerprint mismatch on the biometric system. I accept responsibility for this initial failure.

I immediately contacted DSV and rearranged delivery for Wednesday.

I took a full day of leave

My elderly grandmother (the account holder) cancelled her doctor’s appointment

We waited at home all day

No delivery arrived

No notification was given

When I called DSV, I was told the delivery had been paused due to the fingerprint issue. When I asked when I was going to be informed, I was told I would not have been informed at all.

I was instructed to call MTN to “unpause” the delivery — which I did.

I then requested manual delivery, as fingerprints deteriorate with age.

MTN said this was fine

DSV then contacted me and confirmed delivery for 12 January

12 January: The driver arrived and again requested biometrics. The fingerprint failed again. The driver confirmed he made a note on the system and said the matter would be escalated.

Since then:

I have contacted DSV daily — no manual delivery arranged

I have contacted MTN daily — wrong departments, “it’s escalated”, or no feedback

As of this morning, no manual delivery exists on the system

Tomorrow, the person authorised to accept delivery leaves for Port Elizabeth. By the time they return, this will have been nearly three weeks with no resolution.

Key Issues That Must Be Answered DSV has an internal MTN department. Why is manual delivery not being arranged internally, and why is this being pushed onto the customer?

Why are two companies that work together unable to communicate, while the customer — who has no access to internal SOPs — is expected to coordinate everything?

What happens when the A07 delivery is ready? Am I expected to go through this entire process again?

Despite dozens of calls (screenshots attached), I am still unsure whether I have ever spoken to the correct department.

Impact I have spent countless hours on the phone

I have used more airtime than I normally use in six months

Based on my call logs, I have made approximately 45 phone calls in an attempt to resolve this issue — around 27 calls to MTN and 18 calls to DSV — with no resolution.

I have taken time off work

An elderly person cancelled medical appointments

There has been zero accountability from either company

Required Resolution I require immediate written confirmation of:

A manual delivery being arranged (no biometric requirement) by today (16/01/2026)

A delivery date for today (16/01/2026)

A clear escalation contact or case reference

Assurance that the A07 delivery will not repeat this failure

This experience has been unacceptable, unprofessional, and completely avoidable. If this matter is not resolved urgently, I will continue escalating this publicly and formally.

I expect a response — not another escalation with no outcome.