Urgent Cancellation of Contract

Good day MTN

The name is Ncedo Mnyanda with cellphone number ********** 040. I have been a client with this service provider for over 8 years but i have never recieved such bad service, now being in the customer service industry for over 13 years i do know this is a serious concern. My Query dates back towards the end of October 2018, i called MTN callcentre and requested an upgrade as i was due, i was put through to a another call centre agent who conducted the upgrade for me telephonically, i was told i was going to be contacted within 24hours for my delivery of my device. The week went by and on the friday i decided to call again and check what the hold up was... i was given a number to call the courier services and to my surprise they informed me that the delivery had been confirmed with me earlier that day and the delivery was going to leave the next monday for a place called city deep in johamnesburg. I then ask them what number they call and they recieted an 073 number whilst i use a 083 number. The delivery was then sent back mtn and marked as *****, awaiting MTN to call me and inform me what is to be done next, i waited for another week until i decided to call them. On the 7th november a cancellation request was made with ref number ********** 57 this was done because i requested that ill walk into an MTN store and conduct the upgrade face to face. The cancelation did not happen, i spoke to about 20 call centre agents trying to get this done yet they were transfering me from back to front, not wanting to give me there names and surnames nor the team leaders or managers names cause apparently MTN SA polices do not allow that?? Which i find very appauling considering you are a customer service provider. I then eventually got a very helpful lady, pity i forgot to take down her name, who escalated the query yet again with ref ********** 97 and still no one contacted me.. eventually after going through another couple of agents transfering me, i spoke to a gentle man named ntuthuko mdletshe who took it upon himself to deal with my query directly as he saw the struggle im going through just to cancel a contract. Nthutuko then also escalated this query for cancelation with ref. ********** 06, he Nthutuko even went the extra mile to send me a email personally informing me he will be handling this query till the end. I commend him for taking such initiative more especially after the irate conversation i gave him... he was able to reassure me that he has everything under control, he just might be the reason i stay on as a client (Customer Retention). Its unfortunate that my query has still not been resolved and id like to make MTN aware that i will be taking this further with your customer protects and icasa, i would also like MTN to be aware that i will not be paying for the month of november as i have not recieved a device from them since October, and lastly i will also be wanting to be given the special that was run in October that i specifically prefared then. The sad reality is that such a big established company cannot be loosing clients and business over such tedious matters that can be handled by one call centre agent. All i want is a cancelation so i can upgrade at the MTN store face to face. Thats it... please make this happen and get back to me.

Regards Ncedo Mnyanda ********** **********