Upgrade Process Delayed Over a Week

I am writing to express my deep frustration and disappointment with the ongoing lack of progress regarding my upgrade request, which has now been delayed for over a week due to a clear disconnect between MTN and iStore.

The verification button on the system remains greyed out, and I was informed that this issue was escalated to MTN. However, despite numerous follow-ups, there has been no resolution. iStore continues to state they are unable to proceed until MTN resolves the matter.

My case is currently assigned to Melissa Ceylon and has reportedly been escalated to Level 2 Support, yet I have seen no tangible progress. Over the past 24 hours alone, I have spoken to more than 15 people and been given six different contact numbers – all of which have led to dead ends. I have been passed from person to person with no accountability or clarity.

A simple upgrade should not be this complex. The lack of coordination and communication is unacceptable, and it is clear that there is a breakdown in both process and ownership.

I urgently request a senior representative to take accountability for this matter and provide a clear and immediate resolution.

Kind regards, Sibahle Dlamini *** RITM***