MTN - Mtn not meeting expectation

I am writing to express my extreme dissatisfaction with the service I have received from MTN regarding a recent parcel delivery issue. Unfortunately, my experience together with my mother has been highly frustrating, and I feel compelled to bring it to their attention.

On 05 July 2023 my mom(contract holder) renewed a contract (number is used by me). An arrangement was made whereby the consultant schedules a parcel (Samsung s23 ultra) to be sent to Mount Frere because as per your policy, the main account holder has to sign. The parcel was mistakenly sent to East London instead by DSV and they only told me this because I phoned to follow up on the 10th of July. I was informed that the EL branch does not serve Mt Frere, I told them I will delay my return to Johannesburg and wait for the parcel to be delivered. No one bothered to contact me until I reached out AGAIN.
This error caused significant delays in the delivery of the parcel. To make matters worse, I had to travel all the way to Mt Frere so that my mom could sign for the package before I could collect it. Unfortunately, upon reaching Mt Frere, the parcel was not there, and I had to travel back to Johannesburg without it, incurring additional time and expenses.

I made numerous attempts to rectify the situation by communicating with MTN through various channels, including phone calls and Twitter. Regrettably, despite my efforts, no definitive solution was offered. I requested that the parcel be sent to me immediately, considering the company's failure to meet its obligations on time. Finally, when someone from your team did reach out to me, they refused to release the parcel to me, citing company policy, even after I explained the prior arrangement made.

This entire ordeal has left me deeply disappointed and frustrated with MTN's level of customer service. This treatment is not fair at all, and I believe that as a loyal customer, I deserve better treatment and a prompt resolution to this matter.

I am kindly requesting that you address this issue urgently and provide me with a satisfactory resolution. I expect MTN to take responsibility for its mistakes and deliver the parcel to me immediately. Furthermore, I would appreciate it if you could review your customer service policies and ensure that they are designed to be customer-centric and empathetic to customer needs.