Title: Faulty Samsung S25 Ultra – No Resolution, Poor Service & Ignored Customer by MTN Gateway

I am extremely frustrated with the service I have received from MTN Gateway regarding a phone I took on contract in March 2025.

I have been a loyal MTN customer for +/- 38 years, which makes this experience even more disappointing.

I am currently paying R1299 per month on a 36-month contract for a Samsung Galaxy S25 Ultra 256GB, plus an additional R300 per month for insurance — totaling R1599 every month. This is a significant amount of money to be paying for a device that is not functioning properly.

The device was sold to me by Phumzile at the store. From early on, the phone has had serious issues — it overheats and takes over 3 hours to charge, which is completely unacceptable for a premium device.

I have taken the phone back to MTN Gateway multiple times (more than 3 times), but the issue has never been resolved.

The phone was sent in for repairs on 16/02/2026, returned on 25/02/2026, and I collected it on 26/02/2026. However, I had to bring it back again on 28/02/2026 because the exact same issues were still present. Clearly, the repair was not properly done.

I have been dealing with the branch supervisor, Asheer, who has been of no assistance whatsoever. I was informed that the phone was sent via DSV couriers to Samsung Johannesburg for repairs. However, when I requested contact details for Samsung JHB, I was then told the phone was still in Durban. This contradiction is extremely concerning and unprofessional.

On 18 April 2026, I returned to the store again, where the issue remained unresolved. I requested that John (Manager) and Rashika ***ner) contact me regarding this matter. As of today, 12 May 2026, I have not received any communication from either of them.

I have asked for:

- The contract to be cancelled - The phone to be replaced - Or to be provided with an alternative device

All of these requests were refused.

This is not fair. I am paying a high monthly fee of R1599 for a phone that is not functioning properly, and I am being ignored instead of assisted. MTN needs to take responsibility for this situation.

Despite all my efforts, no proper solution has been offered.

I am requesting:

- A full replacement of the device OR - Cancellation of the contract without penalty

If this matter is not resolved urgently, I will escalate this issue to ICASA and pursue my rights under the Consumer Protection Act.

I expect immediate attention and a fair resolution from MTN.