Absolutely disgusted, horrified and infuriated with Rewards Co/ Mtn

Absolutely disgusted, horrified and infuriated with Rewards Co/ Mtn

My numbers: *** & ***( Data Line)

I have been an Mtn Customer for close to 10 years now and have had no significant issues with the network. I am also one of the initial Black Friday customers and every 2 years I am offered deals during your Black Friday period. This year however, has got to be one of the worst, most horrible experiences of my time with the network.

I initially made a call on the 18th of November to your retentions department and spoke to Abrina. She offered me a Black Friday deal which was a device; A73 5G grey phone with 525 minutes, 3 gb of data at R669. If you look on your system, this deal would have been captured by her but not finalized because I chose to wait until the 25th for better deals.

When I called retentions on the 25th, I asked about the deals which was no where close to what I was offered on the 18th yet I went through to the same department. I then spoke to a manager called Mamtaz who assured me that she would track down Abrina so that I could get the same deal and get back to me within the day. This was not done! Strike 1.

I then called back and spoke to someone else at retentions on the 25th and they were able to tell me who Abrina was and that a message was sent to her to call me on the 28th of November which was Monday. This obviously did not happen! Strike 2.

On the 25th of November at 4.00pm, I received a call from Miranda who is at Rewards Co on behalf of Mtn. She offered me a brilliant deal of the A73 5G grey phone with 700 minutes and some data( I can't remember how much) for R679. I agreed to this and whilst she was finalizing the contract and reading out T's and C's I received a message "We've hit pause on your credit check until we have all the documents we need". I then asked Miranda about this and she advised to send my documents to ***. She also advised that she would be in contact with me and monitoring this upgrade and she will keep me informed. This also did not happen! Strike 3.

I received a message on the 27th of November: Yello Customer. Your MTN order is pending. Please send copies of your ID, stamped bank statements, proof of residence and latest payslip to *** or WhatsApp bit.ly/MTNSales to finalise your application. MTN. I sent this through again.

I received the very same message on Monday the 28th and even called in to Rewards Co/Mtn on ***. I was told to send the documents to ***, which I did.

I called through on Tuesday 29th November only to be told to send my documents to ***, which I did again.

On the 30th of November when I called in, I was told that they still required a letter from SAFPS, which I would not have been notified of if I didn't call in. I provided the letter and sent through with all of the other attachments again.

I called back on the 1st of December to be told that my application is still pending and that they would escalate, which I appreciated.

When I called back on the 2nd of December at 8.53am, firstly I was told that there has not been anything done with my documents, I was assured that a team leader or manager will get back to me within the hour. That, as you can imagine did not happen either. Strike 4.

I called back on the 2nd of December and was cut off twice by two agents because I asked to speak to a team leader or manager for assistance. The third time, I spoke to another agent who had the audacity to tell me that there are no team leaders or managers or directors or om's at Rewards Co and no one could help me. She also told me that she will cancel my contract and I must go into a store. This for me was utterly disgusting! No managers at all...and you want to cancel a Black Friday deal which no store is offering. She was of no assistance what so ever. I was just blatantly told take it or leave it. Strike 5.

That is the calibre of service agents that are employed at Rewards Co/Mtn. I went on to call Rewards Co directly and spoke to the receptionist who told me that there are no managers there and she would get someone to call me. That did not happen too! Strike 6.

On Monday 5th December, I received a call from Gracy Govender apologizing profusely for all the turmoil her agents put me through. She told me that she can see all of the engagements that was had and that she would deal with her people internally. I even told her to listen to all of the recordings so that she can gain the type of service experience being offered to customers. Gracy told me to leave everything in her hands, she would see to it. I then got a message to say the same thing about my credit check being put on pause, I then received a message to authorize my debi check, which I did and then also received an email for my contract....and I thought wow...at least Gracy was able to do what she said she would! I got a call in the afternoon from Gracy saying that everything is approved however there is no stock of the A73 5G. She assured me again that she would speak to her senior manager and get the powers that be to source a device for me especially after the entire ordeal of dealing with such *********** service agents. Gracy told me that she would contact me on Tuesday afternoon with feedback after she speaks to her seniors.

To my surprise, Strike 7, this afternoon, I received a call from Dhanesh who basically told me that there is no stock and after a while my deal will be cancelled from the system because that is what Mtn does!!!! He is not senior to Gracy, just another damn agent who cannot comprehend what it is to help a customer resolve an issue! Gracy is supposed to send this complaint up the line and not back to the bottom. I even asked Dhanesh how can he help me if he is telling me that there is no stock, how can he assist, who can he refer me to, what can he do? To which he responds that there is nothing he can do for me and I must go into a store to get a contract!!!

What kind of a **** show are you guys running? Do you not realise how much of an inconvenience and disorder you have brought to me? Yet, you all say there is nothing you can do to assist! Black Friday is over....how do I get the same deal? What impact is this going to have financially because I was due for an upgrade. Nobody gives a damn at Rewards Co/Mtn. All everyone can say is that there is no stock and your order will be cancelled!! What *******!!! Is this how you treat your loyal customers? With people who don't know how to serve or to assist?

My expectation from this complaint is that someone takes me seriously and assists me with what was promised. Not tell me that there isn't anything you can do because there is no stock. Where are all the senior managers in this place? Can no one help? Can no one make decisions and get things done?

Please listen to all the recordings from the18th of November. I am not talking ****! You will hear for yourself what I have been through! The names of the agents that I spoke to at Rewards Co: Miranda, Albertus, Mbuso, Nicolan x 2, Njabulo x 2, Kimesa, Shonette, Gracy, Dhanesh. Also see attached the trail mail that I have sent through.