I have sent an email to the legal department on 30 June 2018 and 12 July 2018 and today 20 July and VVM says that they haven't received it. My account has been handed over to legal because MTN failed to reverse the charges for an upgrade whereas I haven't received the device. I write this email with such disappointment with MTN, my choice of communication since 1999. I was called and offered an upgrade in September 2017, I had not received the handset for 4 months and I cancelled the upgrade after an escalation failed and I still didn't receive the phone. To date I'm still charged for the handset that I never received. I stopped paying MTN in January after realizing that I'll be paying and no one will fix the problem… then how will I ever my money back, when they can't merely fix a simple issue like this one. Right now, MTN has handed me over to their legal department, my phone service is blocked, I cannot receive or make calls. This is not my fault but I am suffering as a customer. I have been calling MTN since December 2017 requesting them to fix this problem that they caused. I have probably more than 10 reference numbers which then serve no purpose since this issue is still not resolved to date. Please find attached an affidavit stating that I never received the phone after I was offered an upgrade in September 2017. Can MTN please reverse the amount that I was charged for an upgrade since September 2017 and fix my account. I will only pay what is due to MTN not what they have billed incorrectly. I am on a plan where I just receive 200 minutes, 500 MB of data and 100 sms only, nothing else. Can my services be reinstated with all my minutes and bundles for the month before I can choose which network I would rather work with where I'll probably be more appreciated. My contact number which is currently blocked is [protected] you can call me on [protected] I am unable to attach an email thread for understanding, I can however email it to someone once my case is allocated.