Terrible service, Have not been able to do a transfer of ownership or upgrade for almost a year now

I’ve been struggling for almost a year now trying to upgrade my phone. First, I tried a transfer of ownership to take over my mother’s contract as she was emigrating. My mom and I went into the Brooklyn (pta) store in December 2021 to start the process, but after a month or so after not hearing anything from them, I went back to follow up. They told me that the application was never even processed and the contract is still on my mother’s name.

In April of this year, I receive a call from someone claiming that she works for MTN asking if I would like to upgrade. I tell her about my issue and she says, don’t worry, we can go through with the upgrade. So we start the process over the phone but my cellphone never arrives.

I go to the Menlyn direct store to follow up on this, but they tell me the person who called me was from a third party agency (which she failed to tell me on the phone). The agent in store tells me I need to call the third party agency and cancel the upgrade. After that, I can come back and upgrade in store (provided I have a letter of authorization from my mother and a copy of her ID).

After a struggle to cancel the upgrade request from the third party agency, I eventually succeed, obtain an authorization letter from my mother, and I go to MTN direct in Menlyn to finally upgrade.

I’m met by an incredibly rude agent that says I can’t upgrade without my mother physically in store. I tell him I was in store not even a month ago, and I was told all I need is a letter of authorization and a copy of the account holder’s ID. I tried to explain to him my story, but he just scoffs and interrupts me telling me that this is how it’s always worked (which is not true).He says he doesn’t care what I was told, I must go find the agent I dealt with and fight with her.

This has been almost a year’s worth of headaches. I have been to three different MTN stores and have spoken to probably 7 different agents (in store and telephonically) and I am nowhere closer to upgrading or transferring the contract over to my name. Every agent has given me different instructions or passed me on to someone else. No one has been willing to help, and the last interaction I had today has been the last straw. I have asked my mother to start the application of cancelling this contract