Appalling experience

I am extremely disappointed with the shocking service I received from MTN and their third-party agent, Kumaran Govender, during what should have been a simple contract upgrade process.

On 09 February 2025, MTN contacted me to inform me that I was eligible for an upgrade. I was specifically told that the device I wanted — the iPhone 16 — was in stock and would be delivered within 3 to 7 working days. Based on this clear promise, I went ahead with the upgrade.

What followed has been nothing short of a nightmare. After waiting well past the promised delivery time with no communication from MTN, I had to chase them down myself — only to be met with a dismissive and unprofessional response from their third-party agent. The tone of the response was unacceptable, showing zero accountability, no interest in resolving the issue, and complete disregard for the inconvenience caused.

Not only was I misled about stock availability, but the overall attitude of MTN’s representative made it clear that customer service is not a priority. I expected much better from a brand like MTN, especially as a long-standing customer.

This level of incompetence and lack of basic professionalism is unacceptable. I still have no clear update on my device or when to expect it, and no reasonable explanation has been given for the false information provided at the start. I have since reached out to MTN via Facebook, and just keep on getting told that the matter is being investigated and I will receive feedback.

I would strongly advise anyone considering an upgrade through MTN to proceed with caution — or better yet, look elsewhere. If this is the standard of service loyal customers receive, it’s clear that MTN values profits over people.

Absolutely appalling experience.