Upgrade Never received from MTN. but we are being billed for it.

My Wife who has been a customer of MTN for the last ten years and has two contracts with them, did an upgrade on the 24th November and received an order number and was told that the phone will be delivered to her at her work address as requested. The earliest the phone will be delivered will be the 29th November and the latest will be the 5th December. The MTN Call Centre advised that once she had the phone they will authenticate it. The Phone in question was a Samsung Z4 Flip. The Courier Company DSV phoned me on the 28th November asking to speak to my Wife and I told them about 6 times what her number was before they eventually phoned her and confirmed that they will deliver on the 29th November.

The Phone was never delivered and when we queried it she was told that will be there on the 2nd December to deliver the phone. Once again the phone was not delivered and she queried again and they said that they will definitely be there on the 5th December.

Once again the phone was not delivered and when we phoned they said that the Guy only delivers in Hammarsdale on a Thursday so he will be there on the 8th December.

The phone never arrived and once again we queried and the Lady was very abrupt when she said the phone was sent back to MTN and we must stop waiting her time and phone MTN and cut my Wife off. Well we phoned MTN and they said that they did not ask for the phone to be returned and did not have the phone, but would log two tickets and do an investigation. This will take 72 hours but we will be advised by SMS what the progress and outcome was on a daily basis.

We have not received any messages and from MTN, we went onto their MTN Page and logged a complaint but we were ignored.

I sent them a personal message on their page but I was ignored.

I sent an email to the CEO Mr Charles Molapisi but I was ignored.

We have received a statement from MTN charging us for the phone we never received, never signed a contract for but they expect us to pay R499.00 a month for 3 years. The only conclusion we can come to is that the phone is either lying somewhere in a drawer at MTN or at DSV Couriers in Durban or its has been intercepted by somebody. Either way I am not paying for that phone and if MTN and DSV keep on ignoring us we will lay a charge of theft and go to the Ombudsman.