Mtn
ID docs fabricated/Phone delivered to wrong person

On the 19th of November I requested an upgrade of my MTN cell phone via their website. After a delayed response to my web request I was contacted on Thursday the 21st telephonically and confirmed delivery details & package etc.
I was told that delivery of my phone would happen on November 22nd at my home address.
No delivery took place and when following up them yesterday they told me that it had been delivered and had been signed for.
As phones cannot be delivered without RICA documents being provided, someone within the MTN channel has fabricated my documents and received my phone.
After being transferred between legal/MTN direct/Upgrades (where the waiting time is at minimum 15 minutes and one has to listen to circus music) I have not had resolution on this and do not know what the status of this is. I was told to wait overnight and be contacted by someone but have had no response from anyone within MTN until I phoned to follow up.
This needs to be actioned urgently - it hints at a greater problem within MTN where more if these incidents are likely to occur and I am likely to be billed for a service I have yet to receive.
A prompter response would be expected given the severity

Company: Mtn
Country: South Africa
City: Direct

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