1 week without my contract being finalized

Item: MTN South Africa
Rating: 1

I'm a new client to MTN. I recently app**** for a contract and ported my number from Telkom Mobile. I app**** for the contract on 1 May 2015 and since then I've been faced with a number of problems as listed below. This is my first time with MTN and I'm absolutely applauded. I sincerely hope that the service gets better from here on out as I've now opened a contract with this service provider and in all honestly I would much rather cancel the contract if I could and move to Vodacom which I will be paying considerably more for just so that I don’t have to deal with such incompetence. I app**** for the contract on 1st May before my number was able to port as I wanted MTN to have the contract approved by the time the number was ready to port. On 2nd May Telkom Mobile confirm that the number was ready for port. On 3rd May I called the store the whole morning since 9am to advise them that they need to proceed to finalize the contract however couldn’t get through. During my lunch hour I went to the store and the consultant, which originally took my application Theo was busy with another client so I spoke to a colleague of his who advised Theo would ring me during the course of the day. The day passed and the next morning came. I then called the store and asked for Theo. He was once again unavailable as he was only s****ing at 1pm. I left a message for him to ring me. At COB on that day 4th May he still hadn’t rang me. So I called the store again. His manager Shameega answered the phone and I explained my story to her. Within 5 mins I got a message that my contract was approved. I called her back and thanked her to ask what they require from my side. She said nothing and that she would process the port now and that I should receive a text message within 45 mins to approve the port. By the morning of the 5th I had not received it yet. I called again and spoke to Shameega who said she would look into it for me and ring me back. She eventually got a gentleman by the name of JP to call me around 2pm. He advised that he will be processing the port again and I should receive the text within 45 mins. By COB that day I had still not received it so I decided to walk into the store. I spoke with JP who looked at a system called Helios, he told me that the system is asking for missing do***entation and that he would resubmit it. By Friday 5th I had not received feedback from the store. So I rang again and spoke to a lady by the name of Kayleigh who said she would speak to her manager as neither of the previous people I dealt with were there. I asked her to please call me back with an update on proceedings so that I can at least know my position. At the end of the day I had to call the store again as I had not received feedback. Shameega answered the phone and looked at the system and advised me I could pick up my device. After work I made my way to the store to collect only to be told that my contract was approved on a Gold iPhone 6S which I didn’t want. They couldn’t’ provide me with the Silver iPhone 6S as they didn’t have stock and would first have to reverse the currently application. Sa****ay 6th I was in c**** walk MTN and asked them if they had stock of the device so that I could get the contract by them. They said they do and that I should go back to MTN Waterfront so that they could activate the contract and then I could just pick up at MTN C**** Walk. I drove back to waterfront only to be told that the cancellation wasn’t requested on the Friday night and they only submitted the cancellation on Sa****ay when I was in the store. I asked Theo for a call back on Monday morning to advise on the progress however at 12 midday I still hadn’t received a call back. So I called the store again asking for an update. Shameega answered and then spoke to Theo who advised the cancellation is in process and that he will come back to me. At COB nothing had been finalized yet. Tuesday 10th I called the store at around 11am and Theo advised he is still busy and the contract wasn’t ready yet. The afternoon of Tuesday Theo calls me to advise I can pick up the device. I eventually pick up the device on the same evening however the port hadn’t gone through yet and was advised it will have gone through by the morning of the 11th Wednesday morning nothing had been done yet and the so I call MTN port department myself and spoke to Maggie who advised that the port is incomplete and that do***ents are still outstanding. After this I call the store and Shameega answers again. I tell her the situation and she gets Theo to speak to me. He advises that he will call them and follow up. Theo emails me to advise that he has spoke to the port department who has escalated the problem. At COB on 11th I hadn’t received feedback so I call again Shameega answers again and I ask for feedback however she says that there is no progress yet. Since Thursday 5th of May I couldn’t receive any phone calls or text messages so my Telkom sim is inactive and my MTN sim isn’t active.      I’m totally cutoff and cannot connect to the world. As I write this review I’m still disconnected and hate my decision to ever sign up with MTN. Its safe to say after this contract is done I will be seeking another service provider.

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Replies (1)

MTN South Africa's replyOfficial

12 May 2016, 15:19

Thank you for your post

We apologize for the delayed response and for any inconvenience incurred.

Please be advised that the matter has been escalated to the relevant functional unit for further assistance.

Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.

Kind Regards
Siphumezo
REQ:***

MTN South Africa's reply12 May 2016, 15:19

Official

Thank you for your post

We apologize for the delayed response and for any inconvenience incurred.

Please be advised that the matter has been escalated to the relevant functional unit for further assistance.

Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.

Kind Regards
Siphumezo
REQ:***