Urgent Complaint Concerning iPhone Malfunctions and Service Delays

Dear MTN Customer Support,

I am writing to formally express my dissatisfaction with the handling of my faulty iPhone 16 Pro Max, as well as the significant inconvenience and business losses I have suffered as a result.

As a loyal business client of MTN for over 20 years, I recently experienced a complete device failure with my brand-new iPhone 16 Pro Max. During the three weeks MTN required to return the device, I was not provided with a backup phone. This resulted in substantial disruption to my business operations and considerable financial loss.

On 26 August 2025, I received my device back; however, I immediately reported that the phone was still not functioning correctly—specifically, it was not charging properly. I continued to experience these issues despite notifying MTN in a timely manner.

As of 18 November 2025, the phone has begun crashing again, repeating the same issues I initially reported. I am now being informed that the device is out of warranty, despite the fact that I reported these problems well before the warranty expiration date of 4 November 2025.

I believe that, as a consumer, my rights have not been upheld. I notified MTN of the device faults within the warranty period, and I should not be held responsible for ongoing defects that were never resolved.

I request that this matter be urgently reviewed and resolved, and that a satisfactory solution be provided without further delay.