Rude elder agent from Dsv

I am writing to formally lodge a complaint regarding the poor service I experienced during the delivery process of my recently approved MTN contract, as well as the unacceptable conduct of one of your call centre agents.

After my contract approval, I spoke to a very professional and helpful gentleman who clearly explained the required documentation and advised that the delivery company would contact me to finalize delivery details. I was later contacted by a lady from the delivery team who confirmed that my device would be delivered in Braamfontein between 11:00 and 13:00, taking into account that I would be reporting for work at 12:00. This arrangement was agreed upon.

However, this morning I received a call from the delivery driver shortly after 09:00, informing me that he was ready to deliver as he operates in Braamfontein between 09:00 and 11:00. This was completely inconsistent with what had been communicated to me. I explained to the driver that I had been given incorrect delivery times.

I then contacted your call centre for assistance and unfortunately encountered an agent whose behavior was extremely unprofessional, condescending, and dismissive. From her tone and approach, it was clear that she had no intention of assisting me. She repeatedly stated that she did not understand my explanation, spoke to me in a disrespectful manner, and when I requested to speak to someone else, she hung up on me. Upon calling again, she continued with the same attitude before transferring me to another department.

I want to be very clear: I am a paying customer and I deserve to be treated with respect. At no point is it acceptable for an agent to speak down to a customer or make assumptions based on age or any other factor. The manner in which this agent addressed me was inappropriate and unacceptable and completely ruined what was initially a pleasant experience with MTN.

I am requesting the following:

That the call I made today be reviewed.

That the agent involved be given formal feedback and corrective coaching.

That clarity be provided regarding my delivery so this matter can be resolved without further inconvenience.

I trust that MTN values customer service and will take this complaint seriously. I look forward to your response and a resolution to this matter.

Kind regards, Keabetswe Sehume