Appalling Prejudice and disgusting customer service at MTN RUSTENBURG WATERFALL MALL!

FIRST EMAIL

Good Day

My name is Thabang Katane, a hard working single mother of four daughters from Chaneng village near Sun City.

Early this year i walked into your Rustenburg Waterfall Mall MTN store looking to buy an iPhone. Due to covid, one normally sanitizes their hands at the door and waits for assistance. This is exactly what happened at the store. After chit chatting with her fellow colleagues, a big boned woman by the name of Motshwari lazily drags herself to me as if im a nuisance and bluntly asks what i want with the most disgusting attitude and utter unprofessionalism. I tell her that im looking to buy an iPhone and she tells me that they are out of stock and i ask her what she would recommend as im desperate for a phone. Clearly undermining me, she rudely asks if i EVEN have the relevant documents required. Her attitude and rudeness puts me off and i immediately leave the store without saying anything else and i go to buy my my phone from the Vodacom store, as much as i am a long time customer of MTN but all because of the appalling service delivery from MTN, i was sick to my stomach.

Just three weeks later, my phone gets lost and i decide to drive all the way to waterfall mall again to buy myself a new phone, and two other phones as well for my partner and my daughter. Arriving at the mall with my partner i dread going to MTN store after my last encounter but i decide that should history repeat itself i will definitely take action this time. We were pressed for time and arrived just before the store closed. Fortunately that arrogant employee of yours was not on duty that day. We were assisted by Mirriam Motau and another bubbly woman with a short haircut of whom i cant remember her name. Both these women had the ultimate patience recommending and explaining to us all the different options we had in our price range. We had a plenty good laughs too! I also shared my previous horrific experience with Motswari with them and they humbly apologized on her behalf and provided me with all the information to lodge a complaint, of which when i got home i felt for her and convinced myself that she was probably having a bad day as we all do and it was a mistake of which i let slide. I had simply hoped that this was a once off thing and i did not want to believe that such a big organization had gone down so quickly. This type of professionalism and commitment to the highest level of customers satisfaction from these two women has to be acknowledged. Having in mind such a pleasant experience with you colleagues it was then my absolute pleasure to continue doing business with MTN despite my previous encounter with Motswari. Unfortunately after yet another encounter with Motswari JUST YESTERDAY i do no longer share the same sentiments. This woman is problem and must be removed from the floor. I had trusted that such a huge reputable organization as yourself would understand the significance of ensuring your staff are well trained before putting them on the floor to interact with customers.

Yesterday i walk into the same store, sanitize and wait to be assisted. Another lady asked what id like assistance with and i tell her that i am there to perform a sim swop. She confirms nicely so if i have the required documents being an affidavit, certified id copy and proof of residence. I explain to her that im in possession of everything except the proof of res as the call centre agents did not mention that it is needed. She kindly lets me in and seats me to a friendly consultant named Thapelo. Thapelo informs me that proof of residence is crucial or a bank statement alternatively. I provide him proof of account which my address reflects. On the affidavit i had only written that i had lost my phone so after Thapelo read it he explains that i need to state my phone number i require assistance with and further that i would request MTN to assist me with a sim swap. He asks me to add that to the affidavit. As i write the additional information Thapelo required, Motswari walks past and disrespectfully and insultingly says in vernac that "customers are having a ball filling in affidavits in store" when she gets to the back office she further loudly repeats what she said. I immediately ask Thapelo to call the store manager as I've had it with this woman. Thapelo tells me the manager is currently busy receiving stock and i tell him that is not my problem, i am a customer and i want to see the manager. He kindly calls the manager and it was none other than the respectful friendly Mirriam who vividly remembered me. She also vividly remembered that it was not the first time i complained about this woman after i explained what she had just done. She explains that she is assistant to the manager and the manager is currently out of office. She takes my complaint very seriously and once again provides me with all the information to lodge a complaint and assures me she will have the manager call me today. Thapelo on the other hand completes my sim swap and confirms it for me. I thank them and say my goodbyes.

I would like to express my anger and dissatisfaction. I was just disappointed at first, but now i am just furious and appalled. In fact i am livid. How such a massive organization dismisses and serves its customers with utter prejudice in such an absolutely rude manner is beyond me. MTN clearly does not strive to deliver exceptional customer service with employees like Motswari. I work for a living, i do not pick money off trees, it is hard breaking to have to experience such prejudice and disgusting customer service.

For this reason i expect this matter to be handled with the urgency it deserves. I expect this matter to be resolved before the close of business. For this reason i expect to be compensated for both days i traveled to the store only to be mistreated. For my fuel. Im open for other ways of compensation but note that i did not refuel my car with my hard earned money travelling such a long distance to be served a bucket of ****.

Should this not be resolved to my satisfaction by the close of business i will escalate this further, and further expose you on other platforms such as hello Peter and others. This is the ONLY attempt i am making to have this resolved with you.

I can be reached telephonically on ***.

SECOND EMAIL

Good Day

Kindly refer to the below complaint.

After the below was sent, the store manager said she is awaiting feedback from head office. After contacting head office, head office implies that they have no feedback to provide Lavina with and confirm that the matter is in Lavinas hands who then tells me that it is with the area manager and she will update me and have him contact me. None of the above were honored. I actually called the store a million times and i was told Lavina knocked off, without bothering to communicate with me, absolutely no principle whatsoever. NONE of your staff want to account for this. The area manager also never bothered calling me, i called the store again a million times as well as head office. What circus are you running here? Clearly there is nothing you are willing to assist me with and i am done chasing you.

Regards Thabang Katane