Appalling Service During Contract to Prepaid Conversion

I have been an MTN customer for over 10 years. Recently, I requested to move from a contract to prepaid, as I am no longer receiving value from my current contract package. What should have been a straightforward process has turned into an extremely frustrating and disappointing experience.

For the past four days, I have had little to no reception on my phone and have been unable to receive incoming calls. This has resulted in me missing important calls. Attempts to contact MTN customer service have been equally frustrating — it is nearly impossible to get through to a service agent, and on the rare occasion that I do, the call is cut off mid-conversation.

The lack of support, communication, and urgency has been unacceptable. After more than a decade of loyalty, this level of service is deeply disappointing. As a result, I have decided to permanently port my number to Vodacom, as MTN’s service has been appalling.