WORST ONLINE UPGRADE EXPERINCE WITH MTN!!!

I was due for an upgrade in May 2019. I app**** for the upgrade online on the 12 May 2019 and received an email to confirm the upgrade. The package that I “Selected” online was a Samsung Galaxy S10e + “Save R6,000” - Samsung Galaxy A30. When the courier delivered, it was only the Samsung Galaxy S10e. I called MTN for 3hours, transferred numerous times between the Departments and every time explain the detail from the beginning with each Individual/Department. • ********** - Ref ********** 80 • ********** 622 – Awynda, Ref 279 831 283

They advised me to return the phone to my local MTN Branch in Rustenburg to cancel the contract and then they will be able to renew the contract with the correct “Selection” as per MTN Online. The local branch told me on the 30 May 2019 they must courier the phone back to MTN Contracts, and they will cancel the phone, duration +/- 7 Days. MTN Courier No. W ********** ********** .

On Friday afternoon, 7 June 2019, I visit the branch to query if the contract was cancelled. The Lady behind the counter told me it can take up to three weeks, and when I query why, she just laugh at you!!

My wife called MTN again on Friday the 7 June 2019 the afternoon and after was transferred to the Retentions Department, Kamogelo – Ref ********** 14. According to the Retentions Department, they can do nothing until they received an RFA from their Receiving Department.

Till this day I haven't received feedback and my debit order is due for next week. Now I have to pay for a device I do not have. This has been a 5 week process and still nothing. All they have to do is cancel the online upgrade(which they ****ed up in the first place), so I can go to a MTN shop and upgrade there.