BAD BAD MTN

Dear Ms Knowler, Firstly I would like to “ass kiss” and say Thank you for all you do for the unsuspecting, trusting and vulnerable consumers wandering out there in the wilderness (for lack of a better word) your assistance is invaluable and I personally know some folks you have assisted. I am also hoping that you will be able to help me with a problem I have with MTN. My problem is now going on 2 years and I am beyond frustrated and “gatvol” of the service etc I have received from MTN. Being a customer of MTN Business since the early 2005/6 which means I have been a client of MTN for more than 5 years and then as a Business Client since the end of 2005. I sold my business and notified MTN but in true MTN fashion nothing was done about it until I received an email one day in October 2018 saying that my business was no longer registered and I should contact them – I find this is a good way to communicate as they have a huge problem when you begin to get ahead of them and they can’t keep up  I mentioned that I had sold my business and would like my account and phones be transferred to a new account in my personal name but would like to keep both phones as I plan on starting a new business and I will need to be in constant contact with my employee who is staying on and taking on a new role within the new company. I did explain that I want to stay with MTN and not move to another service provider as their signal where we live and work is great and there are no down calls. All great I am dealing with MTN in the Oakfields Shopping Centre in Benoni which is close to my home etc. Very efficient 48 hours goes by and I get a notification on my phone that the Credit Bureau has a problem and I should get hold of them ! Wow ! eventually I get hold of Transunion – the specific bureau I have been told to get hold of and it turns out according to the MTN algorithm I have no credit score whatsoever so I cannot get an account or move my phones or get my upgrade ! Charming ! I go to the MTN store and negotiate what the next step is. Please let it be know that at this time I am working on getting my house in order - I have a steady job which is coming to its contract end, I have payslips and bank statements – all the bits and bobs ready to submit to get this mix up sorted. I wait a few days as we are now in negotiations to sell our house and move so I am fairly busy. I get hold of Transunion the credit bureau I have been told to contact and on the advice of a very nice gentleman I spoke with I needed to pay R80 and contact the dept and have it out so I can get back on track. Spoke with a lovely helpful man named Ryan once I got through after approx. 30 mins and we went through my record inch by inch to get it all up to date and on track again. You will see I have attached a copy of the new one with my credit score which is dated in 2018 ! I go back to MTN in Oakfields and I am dealing with a chap named Wessels – send through all the documents including a copy of the new credit record with my great score ! No problem should be a few days and we will be sorted – well ! Fast Forward to today and I am still sitting with no contract, no upgrades of phones and no further along except MTN telling me okay this should be it another few days and we will be sorted – in the mean time I have now not working due to me being in the hospitality sector, I am lucky enough to be given money by my hubby each month for my incidentals, I have no job, I have no payslips, I am on the verge of not having a banking account and guess what STILL NO PHONE !! I must admit I have been very trusting and I never would have let this run this course but until last week when my phone started just turning off randomly and now the camera isn’t working and neither is the ringer so I get no calls ? The phone I have is old tech and now won’t sync up to my computer and I am getting very frustrated – MTN have clearly not done anything about changing their algorithm and are just poer poering around hoping I will go away – surprise ! I will not because I don’t want to change service providers as the area where we live is great with MTN and really sucks with Vodacom and Cell C. I have dealt with Corne, Anri – Store Manager and now David Greeff all from MTN in Oakfields – I have moved from Benoni in 2019 to Bryanston so have to keep driving backwards and forwards to Benoni to get this sorted ! I am also in awe of MTN and the fact that I have been a customer for going on 20 years on a personal and then business capacity and this is how they treat long standing customers ? I just want my account transferred to a personal account with both phones attached and to get my upgrade to a new model phone where I am not constantly cut off from calls etc. I have attached all the forms I have completed – my new Transunion report 2018 – my banking statements which shows my hubby putting money in my account ? don’t know if that helps as I no longer have a job – my phone account from last month. If you can help me or perhaps know someone at MTN who can help me I will send you what ever documents you need. Please Please help me I am just about at my wits end ! Thank you for your time and I look forward to your soonest reply with positive news ! Kind Regards Mel van den Heuvel