Bad Customer Experience

To: Whom It May Concern I am writing to express my dissatisfaction with the service received from your MTN Store in Tyger Valley Lower Level. I am emailing on behalf of my father as it his account however your store disclosed information to me so we can continue in this manner. My brother was ****** at gunpoint on Saturday morning and his phone was taken. We headed to the MTN store to complete an upgrade for both numbers (mine and his as mine is faulty and his is lost). The consultant in store assisted us and we advised we would like to process an early upgrade and the remaining balance would be paid with the next instalment due. We requested if MTN could block the sim and he advised we should do it at the Istore. Long story short, we paid for both sim swaps and both were issued to us however both sims are still not active. We made contact with the consultant yesterday and he advised he only processed one sim swap for *** and the *** sim swap wasn’t processed due to a system issue. No contact was made with us to notify us that they had issues with the system and even so he advised he didn’t have contact details to notify us but the statements are emailed to *** monthly and it showed his system. He advised the upgrade couldn’t be processed as my fathers bank account was flagged by SAFPS and we would require a clearance letter and they only open on Monday. I then asked since its his ABSA account affected, change the details on system to his Standard Bank account. He then said it’s the ID number flagged and he would keep the device until we get the clearance letter Monday. We called SAFPS on Monday and they advised the ID number isn’t flagged and they are unable to issue a clearance letter. We notified the MTN consultant and he said he would escalate. Back to the point of the SMS, he provided the ticket numbers logged and the follow up emails when I requested for them however the miscommunication between the consultant, his manager, another MTN consultant and MTN via twitter all differs. I called Tygervalley store yesterday requesting feedback and they advised that they are awaiting technicians to close the ticket. I requested to speak to the manager and I asked her what the TAT is and the ticket is currently out of the service level agreement. I asked the manager what is the process after this and she advised “it is what it is”. I am at wits end with MTN at this stage as I reached out to them on Twitter and see response below. We called MTN customer care as well and they referred us to the store. I do not appreciate the level of service received and the misalignment on the different processes internally and communication received thereof. I reached out again last night to the MTN consultant and he advised “manager escalated and store is closed for stock take” in other words stop asking questions right? To resolve the issue, please provide feedback on the above mentioned as both numbers sim swaps weren’t actioned, phone couldn’t be upgraded and the store hasn’t provided the best service. I look forward to your reply. Please contact me via email on *** and *** as he is the account holder. Just as an FYI, your store was in breach of the POPIA act as they disclosed information to me on numerous occasions and I am not the account holder nor has my father provided written consent. As a loyal customer for years, I do not appreciate this nor the manner in which I have to escalate the matter. Regards, Chanique Collins *** – you can call me on this number since the sim swap I paid for Saturday is still not active but was given to me to hold onto in my purse and probably show people I am a proud MTN customer.