20-Year Loyal Customer — Shocked at How Far MTN Has Fallen

I have been with MTN for nearly 20 years. My family joined because my aunt worked there, and at the time MTN was a brand you were proud to be associated with. I used to speak highly of MTN. I even wanted to work there one day. Being an MTN customer felt like a status symbol.

Today, it feels like a mistake.

The service I’ve received over the past few months has been nothing short of shocking. What was once a leading network now feels disorganized, unhelpful, and completely disconnected from customer care. Everywhere I look, I see people complaining about MTN and now I fully understand why.

My most recent experience pushed me over the edge. I called the MTN call centre with a straightforward request. I spent 15 minutes explaining myself to an agent who clearly did not understand what I needed. Instead of transferring me to someone who could help or identifying early on that she wasn’t equipped to assist, she kept me on the line , only to eventually tell me she couldn’t help me at all.

Fifteen minutes of going in circles. No solution. No ownership. No respect for my time.

This comes after two months of ongoing frustration that already led me to upgrade my contract in the hope that things would improve. Instead, the service has become even worse. I regret that decision completely.

It honestly feels like MTN is hiring for the sake of numbers rather than ensuring their staff are properly trained and empowered to assist customers. The difference in service quality compared to years ago is heartbreaking.

After nearly two decades of loyalty, I never imagined I would say this but MTN is no longer worth the reputation it still tries to market. Once this contract ends, I will be taking my business elsewhere.

Loyal customers built this brand. Right now, we are the ones being neglected.

MTN needs to decide whether it still wants to be a leader or just another network people complain about.