very disappointed customer - MTN BAD SERVICE.

On Thursday 19/03/2020 I went to MTN in Schweizer-Reneke to make an application for an additional contract as I already have two with MTN. On 19/03/20202 we received the sms from application stating that the application has been submitted for review. We made an application for an iphone XR for 100 min, 100 sms and 1GB.

22/03/2020 I received an sms that the application has been conditionally approved.

On 24/03/2020 the assistant that helped us (Bianca Du Plessis) send us an whatsApp to inform us that we can't take that package as we only qualify for the 50 min, 50 sms and 500 BM, we went ahead with the second option (50min, 50sms and 500MB). I went to the store that same day to collect the phone and signed the contract and had to pay the Porting fees of R115 because I wanted to keep my Vodacom number I also bought and additional 600MB data and R50 Airtime for the sim card. We was told by the assistant that we will receive an sms on the vodacom number about the porting and that we must reply yes to the sms. After waiting for two days I phoned the store and Bianca the assistant told us that the network is giving problems and that we should just be patient.

Yesterday, 26/03/2020 the assistant send us an whatsApp (not even a phone call) stating that now the application has been declined, and that we must wipe the phone from everything that we downloaded and put back in the box and need to return the phone. (we already had the phone 2 days before she informed us and we already downloaded all the apps to the phone).

I have already bought a UAG cover for the phone that coast R510 and the data and airtime that I cannot put on the phone because the porting is still not done.

How is it that an application is approved and contract signed and now all of a sudden the application is declined??? I think this is just unfair for them to inform us that the application is approved, contract signed and two days later now all of a sudden we must bring the phone back. this was a Birthday gift for my son and now he must just wipe the phone and return... this is not on and I really need your help to resolve this matter. If we did not phone to find out about why the porting is taking so long they most probably would not have informed us about this issue.

The assistant also told us via WhatsApp last night at 21h46, that we must phone MTN and try to make a new application over the phone. Why do I need to make a new application if a contract was signed?

please help with this.