Poor Service

I would like to report a complaint against Mr Price Mobile. My name is Freda Pitje ID No *** 088. Cellphone no ***. On 15 or 16 February 2021, I realised that my cellphone is not working. On the 18th I tried calling my service provider (Vodacom) and they told me that it has been suspended by MRP Mobile as I have a sim contract with them.

I then called MRP Mobile on the 18th February 2021 and I was assisted by a guy called Mfundo. He said that he will try his level best to resolve the issue within the same day but normally the process takes 24 to 48 hrs turnaround time. He further confirmed that the account is up to date in terms of payments and that he does not know nor understand why the account was suspended.

On Monday 22nd February 2021 I called again in the morning as the dispute was still not resolved and I requested to speak to the team leader. I spoke to the team leader and she also confirmed that the 48 hrs was ending on 22nd february 2021 and she will make sure that the suspension on the account is uplifted. I waited until 15:30pm and the dispute was still not resolved. I called and I spoke to Minenhle who was very rude and lacks customer service skills and traits. I explained my situation to her and asked her to put me through to the team leader. She put me on hold and later told me that her team leader is on lunch and that she will call me back. I gave her my contact details and asked her what I should do if no one calls me by 16:00pm and she rudely told me that it's up to me.

I waited for the call until at 16:30 then I called again. I spoke to Mfundo and he tried to put me through to the team leader after I had explained to him that I spoke to him on the 18th and that my query has not been resolved. He told me the team leader has already knocked off and he tried the second team leader and unfortunately the team leader had also knocked off as well. He promised me that he will request the team leader to call me first thing in the morning.

Today is the 23rd, the 48hrs has long passed, I still have not received any call from anyone regarding my dispute.I called and I spoke to Smangele whom I requested to put me through to the team leader. She put me on hold and later told me that the team leader said she cannot talk to me (No reason provided) and she will call me back. I explained to her that I have been leaving my contacted details all along and no one is calling me. How will I trust that I will be called back.

I am deeply hurt and affected by this situation and request that this dispute is handled as a matter of urgency. My concern is that if the team leader is making follow ups, why am I not given feedback? If the department that is supposed to assist her is not giving her joy, why can't she/he refer the matter to his/her superior? Surely Mr Price has complaints resolution procedures. Why are they not being followed? How do you expect someone to live for 6 days without using their cellphone? I have app**** for jobs and I am missing out on opportunities because of you.

If this matter is not resolved in the next hour, I will take this up with the Credit Ombud and the Consumer Rights.