YELLOW ********* MTN

I currently have an Iphone 7 with MTN and at the end of August 2020 my contract was ending and I was considering an upgrade due to the great relationship I had with MTN.

I saw a great deal online for an Iphone 7 which had an asterix on it and I thought the asterix was for Iphone 7 plus. Before I app**** for the upgrade I called your company and was told that they are unable to clarify if the asterix or deal is for an Iphone 7 plus as this deal is under a Franchise and not MTN.

I asked the consultant that if I apply for this upgrade and the package is not for an Iphone 7 plus may I send it back and will it be hassle free? The answer was "YES" not a problem.

Little did I know that this was just the beginning of a COLD WAR. The phone arrived and was delivered to my workplace. When I opened it guess what??? It was not an Iphone 7 plus and it was the exact same phone I have which is an Iphone 7.

I immediately called your call centre and expressed my frustration that why are you luring customers into **** deals due to your lack of proper advertising I want to cancel this upgrade immediately, as this is the exact same phone I currently have.

The consultant told me that I need to go to my nearest MTN store and do the cancellation in the store. I went to my nearest MTN store which is in Musgrave center and had no joy . I was told they are not able to assist me as this deal is not from MTN but from a Franchise. I need to go to MTN in Pavillion Mall.

The next day I went to MTN in Pavillion Mall. Immediately when I told the consultant that I am returning this phone and would like to cancel this upgrade, he told me directly that I feel sorry for you madam as you are still going to put up with a fight. These cancellation are not as easy as you think and wish you the best of luck.

Wow. I thought I would atleast get assurance that the upgrade cancellation was successful. But he explained in detail that he will send all the relevant documents to the cancellations department and the request will only be processed once the courier company collects the phone and is inspected by your warehouse.

I was told deductions will commence and will only stop once the above is adhered to.

September 2020 deduction, October 2020 deduction and my line gets suspended. I call the call centre to query this as now I am a foreigner to your network and can no longer make calls. I was pushed from pillar to post and back to the pillar again.

Until finally a conference call was made between MTN and the Franchise and was promised that this matter will be resolved. Was it resolved??? No... It is 2021 and this time I am sent a FINAL DEMAND as if I am a ******** waiting to appear in court a monthly outstanding amount of R1407.93 and total outstanding R8030.70.

I am being threatened to be Blacklisted as if I am actually using the device. This is really unacceptable and now HATE MTN . I hope this matter is resolved before I contract Covid-19 and that my monies are reimbursed.

I demand a phone call on *** or *** or an email with a favourable resolution on ***