Atrocious service

Good Day

I write this mail to all above out of sheer desperation frustration that has been endured over the past 12 days

On Sunday 27 February I went the MTN store at Elridge (Blue chip Cellular) to activate the ESIM on my iPhone 11 Pro over my current number I was told by the store personnel that this was possible and proceeded to activate the ESIM. I received a QR code and went home loaded the QR code and all was fine for about 5-10 min, then received a pop up message on my phone saying there as was a problem with the plan please remove and reactivate. I duly did this and from then on have received a pop up message every time I get a “new” QR code saying “Unable to Complete Plan Change, Your mobile plan could not be setup please try again later”

Ever since then its been a complete nightmare of trying to get this issue sorted out.I have pretty much either gone in to the store almost daily to get a resolution or contacted them. The store employees never get back to me, The store manager has only contacted me today only because the employee, Natisha, is off. When I go there the Manager, Wessel van der Westhuizen, acts completely oblivious to the issue ad doesn’t even try and talk to me he leaves it to Natisha. I get told daily that they have “escalated” the issue and nothing happens. No gets back to me unless I ask what’s happening. I have sent three emails over the 12 days period to the MTN complaints email address, ***, #*** and the third email I sent I never received a reference number and also ZERO Response from that department. I call 135 and no one knows what to do or how to fix the issue or who to pass me to me to get it fixed. I get given the number for Activations, no one answers the call for 1 hours 29 min, I get given the number for MTN technical and get told wrong number for the problem I must call 135. The store employees then told me one Monday 8th that my current plan was not compatible with the ESIM and that I should upgrade my package. After me asking questions and not getting an sufficient answers I upgraded my package. After the upgrade the same error message

Natisha from MTN Elridge copied in me on a mail to Francois Du Preez, Alok Chaudry, Mark Ash, Lisa Booysen, and Saurabh Mishra and NO ONE bothers to acknowledge the mail or even try to get the issue sorted out, all that happens is they call Natisha and tell her to ask me to stop sending mails, what fantastic customer service. Lisa Booysen who’s name is on a board in the store to call for complaints doesn’t BOTHER to get back to me when copied in on mails. Mark Ash again copied in on a mail from Store manager Wessel DOESNT Bother to call back or acknowledge the mail. Natisha has been the most helpful even with the limited access to various service to get the issue sorted out.

I have received 9 QR codes all with the same serial number and all DONT work no matter how many times it gets sent to me. Send the error code to the Natisha, Wessel Lisa and Mark and all I get told is they have escalated it as they are unable to remove the service and reload it. The next day same thing I am up to here with this now, either the ESIM can be done or not, but this atrocious customer service and nonchalant attitude of “we have escalated it” and the nothing is nothing but a passing the buck. As of today this issue still has not been sorted out.

I have been on the same MTN number for 24 years, and this is THE worst service I have had to endure.