Disgusting Service

I have a 100GB + 100GB on MTN with Afrihost. Visited home in Limpopo which is my home where I was born and raised, and upon trying to use the router, 5 minutes down the line I am told that it is blocked. I requested that the service be reinstated and updated my current address then at the time. This was on Friday, 16 July 2021 at 21H33 via email.

Kwanda S assisted at first attempt and Ntombekhaya M assisted at second attempt. Ntombekhaya went on to assist and advised that each time I travel I must communicate before hand an update the address of my destination so that by the time I arrive, everything is set. The service was unblocked by midnight.

Sunday, 18 July 2021 at 09H29 I spoke to a Siyabonga K on Whatsapp to update my Gauteng location as I was traveling back. Siyabonga advised that the location of usage was successfully updated. Around 12H19 I received a Blocked warning email [I did not see this as I was traveling].

Same day at 19H51 I requested once again to be unblocked as my SIM was still blocked. Cynthia M assisted at first attempt confirming the location of the 4th unit away from mine in the same building, and I corrected that this was now 20H21. Simon R responded to the correction of address and assured me it would be sorted. At 20H38 I received another blocked warning email but I was asleep. Woke up around 2am on 19 July 2021 to learn that I am now unblocked and the SIM is connected. Dozed off and woke up at 05H22 to learn I am blocked again. Sent an email.

Samkelo S humbly apologized like everybody else at 06H26 and requested that I confirm my address. I did and requested for all this to be forward to the complaints department! Sisanda N confirmed at 06H57 that the request has been sent to MTN to unlock the SIM. At 07H01 I responded to Sisanda telling him/her to hurry as I was to report for work in 14 minutes time. Nileshan responded at 07H29 telling me that I can only change my location 3x a year!! 08H12 I responded and asked for the complaints email, only to get a response from Philani M at 08H28.

Resorted to Whatsapp at 08H49 and was connected to Ryan S 5 minutes later. Ryan told me to make a follow-up through the call center ***. Called and spoke to some guy who said he could not transfer me to technical team on his end and advised me to dial and opt options 2 & 1. I did and found Celeste. She told me she was escalating it and could see that her manager had sent it at 07H06. She told me that the "3x a year was not in the terms and conditions but something that MTN implemented to control congestion on the network". Got cut off whilst on hold and then received a call from her [Celeste]; she told me she would update me. Nothing thereafter until another blocked warning email at 10H22.

Spoke to Sabelo who seemed to know what he is doing. At 11H19 he called me and updated me that towers around my area keep suspending my SIM and he does not know why but he logged a call with the LTE guys. Still waiting for a response from him.

Overall service, -1. Very unhappy.