Absolutely appalled with the level of service received from MTN

<p>After numerous calls to call centre agents and team leaders over the past 2 and half months, MTN is still unable to migrate my number from contract to prepaid, a process which is meant to take between 2 to 24 hours. I have received so many empty promises and guarantees that this issues will be resolved. Team leaders promised to get back to me but no one did even after my attempts to contact them. I am unable to use my device, this being a table, for well over a month now. No one wants to assist me at MTN. I am shocked and disgusted at the lack of service from MTN.</p> <p>05 Oct 2016, 16:43- I called 808 and spoke to agent, I asked to be migrated to prepaid. I was informed it will take between 1-3 working days. A request will have to be emailed through to the retentions department and I will be notified on completion. Ref ********** 14.</p> <p>14 Nov 2016, 20:43- I called 808 and spoke to agent Lerato Legodi, I explained that it was over a month and I was still not migrated to prepaid. I asked to speak to management and was told the manager T**** Masoko was unable to speak to me as he was on another call but I will definitely be migrated to prepaid within 24 hours and she will send an email to the retentions department. I was guaranteed that it will be done. At this point, I realized my account had been suspended. I asked about it and was given the option of unsuspending it. I left it as suspended as I did not want to incur another bill and thought I would be on prepaid soon.</p> <p>30 Nov 2016, 09:08- I called 808, I did not want to speak to the agent and asked to speak to management. I was told the manager is busy and I would have to hold on. After a while manager Senzo Mthethwa came on the line. I had to once again explain what had happened. Due to some disturbance on the line, he chose to call me on an alternate number which was my cell phone. He promised that it take 24 hours to be resolved and that he will see it that it is done. He mentioned that retentions sent me an email to confirm my migration.. So after calling MTN a good few times to migrate my month to month contract which has been going on for over a year by choice, MTN still expected me to confirm via email if I want to upgrade or migrate, bearing in mind that I am unable to use my device to access email. Sorry but I don’t see any logic in that. Furthermore, no one called me to inform me of this.</p> <p>I insisted that Senzo calls me once it has been done as I did not want the past repeating itself. He gave me his word. He was unable to give me a reference. Senzo Mthethwa did not keep to his word. He did not call be back and neither was I on prepaid. Nothing had been done!</p> <p>06 Dec 2016, 20:06- I called 808 to speak to Senzo to find out what was going on. I spoke to agent Rhosa Windel. I had to once again explain everything to her. She told me that it is impossible to speak to Senzo again. They are all on different floors and she would not be able to find him. I asked to speak to her manager, she told me that her manager T**** Masoko is busy in a meeting and will not be able to speak to me. This T**** Masoko is never available to speak to customers. She insisted that she would mail retentions again and that that was all she could do. I asked to hold on for T**** Masoko but was told that she could not keep me holding for so long. I was promised that T**** Masoko will be out of that meeting by 21:00 and he will definitely call me back. I requested Rhosa Windel to send retentions an email explaining the whole situation and get T**** Masoko to call me on my cell. T**** Masoko never called me back! Reference: ********** 65</p> <p>08 Dec 2016, 08:45- I called 808. I was still on contract. No one from MTN had contacted me to date. A debit order of R615 had gone off my account. I spoke to manager Mohlake Vahol. I had to explain the whole situation again. I was told that my account reflects as prepaid on their side although when I dial out, I get the “your account has been suspended” message. He advised me to call retentions on ********** 062, which was the incorrect number. (Up until this point, the previous people who I have spoken to were unable to give me the number for retentions)</p> <p>After I called the incorrect number, I called 808 again. I spoke to agent Primrose Mvubu. I had to explain the whole situation again. She told me to call head office on ***. Reference: ********** 28</p> <p>I called head office and went through an answering system. I was not willing to hold on as it was not a free call.</p> <p>I called 808 again and listened to all the options, one of which was 2 for retentions- something which none of the agents were able to tell me. I spoke to agent Fredah. I had to explain the whole situation again. She again told me that it will take 2-24 hours and that she will put in a request for the subscription to be refunded. She guaranteed that the issue will be resolved. This time I received sms’ informed me of the migration procedure in progress. Reference: ********** 54</p> <p>10 Dec 2016, 18:30- I did not any confirmation of the migration process being completed. And the status of my sim was still the same. This time called 808 and 173 around 5 times. At each instance, I had to explain the whole situation. The contracts department told me that I should call the prepaid department adn the prepaid department said vice verse. I eventually spoke to agent Songeziwe in retentions. He “put through a ticket” and gave me reference SMC/ ********** 2066. He noted my cell number and well as my husbands MTN number, to which he sent through the reference number. He promised that I will never have to call MTN again because this matter will be resolved. He promised to keep me informed via sms.</p> <p>17 Dec 2016, 09:19- Still no change, still no feedback. I called retentions and asked spoke to agent Melody Mo***eng. I once again had to explain what was going on. Reference: ********** 24. I asked to speak to the manager and after some time was put through to Uthman Mia. He checked a few things on his side and asked me to switch off my device etc, so after all of this, nothing worked. I even dialled out from my device and he was able to listen to the “account suspended” message. So clearly there was a problem with the activation. He told me that we will have to check with the activations department. He sent a message through to me which said “to confirm activation dial ********** 622 if activation codes do not work 555 or 141” We both were unable to get a hold of the activations department, was unavailable during the weekend. He also tried to contact someone else but was unsuccessful. He also guaranteed that he will call me on Monday and that he will resolve the problem. He even went on to say that he never leaves outstanding queries and he is very responsible. I received an email from Uthman on the 17th.</p> <p>19 Dec 2016, On Monday Uthman Mia did not call me back as he had promised. I received no further feedback from MTN. I re**** to his email asking for feedback. No reply.</p> <p>I called activations on 083 ********** , s per the sms I received. I spoke to agent Albert Tsotetsi (Roodeport) . He was extremely rude and told me that he cannot help me and I called the wrong department. He refused to listen to me and kept on speaking over me. He went on to say that all the other departments push calls onto them when they cannot help. Eventually I managed to get him to lookup my profile, she told me he was unable to access it.</p> <p>23 Dec 2016, It is now a week later, Still no feedback from anyone MTN. My device is still not working.</p>