Upgrade disaster

I have been with mtn for 10 years. Last week 20th Oct I wanted to upgrade my phone, I contacted fourways mall mtn and asked them if they had stock of the iPhone SE on the R499pm 24month package. They said no but I could just pop in next door to the istore as they have stock and they will upgrade me. What happened next is an absolute disaster which has STILL NOT been resolved.

I dealt with a consultant at the fourways istore. She got me to fill in forms and said it was 5pm and they don’t deal with contracts after 5, and that I should come back again tomorrow. I was confused as in the past it’s taken me ~20mins to upgrade at an mtn store. She said it was their policy. I went in the next day, the 21st and she saw me and handed my file over to another guy and she left for her lunch break. This guy did not seem to know what he was doing and so another guy helped him. After 30mins of typing in my info, they ask me is this my number, and it WASNT ME, they had someone else. Then they tried to authenticate me twice. Then he tells me there is a system error and they’ll escalate it but that it’ll only be resolved tomorrow! I couldn’t believe it. They said they'd call me, they didn’t. I went back to them the next day, the 22nd and the consultant wasn't there but on lunch break so a guy phoned her and she said she’s waiting for verification of the contract so she can invoice it out. I was so confused and voiced my frustration and concerns. The gentlemen told me that she would call me...she didn’t. I went back to the istore and spoke directly to her an hour or so later. She assured me it would be done that afternoon. She shows me my details she’s working with, I look at them...ITS NOT ME!!! AGAIN MY IDENTITY IS MISTAKEN AND THEY ARE TYPING IN SOMEONES ELSES DETAILS!!! I went home and she called me at 3pm, to say it’s been approved and I can collect my phone. I go in and she hands me my phone with a new SIM card...I say, why do I need a new sim?? Has my number changed??? She says yes it has and the contract is open on that new sim. I say that this is an UPGRADE! Why am I getting a new sim and number??? She looks shocked and she says this isn’t an upgrade, it’s a new contract. SHE DID NOT UPGRADE ME, SHE OPENED A BRAND NEW CONTRACT.

I then ask her to cancel everything she is doing as I will deal with mtn directly regarding my upgrade based on the shocking service I’ve received. I go in later the next day 23rd and speak to the manger of istore, she assured me that everything has been cancelled on their side and they have dropped the order, but are waiting for MTN to cancel it.

So then On the Sat 24th I go to mtn Kyalami corner as they have stock of the SE and I try to upgrade. I CANNOT because on my profile it shows that the consultant from the istore has tried to upgrade me and a phone was being shipped...EVEN THOUGH I ASKED HER TO CANCEL EVERYTHING SHE HAD NOT. I called the manager of istore and they dropped the upgrade order...I phone mtn kayalami corner and they say yes it’s been dropped I can come through. So I go there and she gets to the end of upgrading me and SHE CANNOT BECAUSE THE NEW CONTRACT THAT WAS OPENED HAS NOT BEEN CANCELLED. This was on Saturday! I’ve called the istore Manager and mtn Everyday up till now AND NO ONE CAN CANCEL THAT NEW CONTRACT WHICH I DID NOT ASK FOR OR WANT! I am absolutely at the the end of my patience here. I have now managed to do my upgrade but that new contract is not yet CANCELED. This has been an absolute nightmare for me. We went into the istore again yesterday and they have told us that they are waiting for mtn to credit them on their credit request log, but there is now a back log. I have been communicating with mtn on Facebook messenger with very little help from anyone resolving this issue.