Bad Customer Service

The service I got from MTN is really outrages. I have been trying to close my account.

A month ago I went to the MTN Store in N1 City to close my account at the contract ends the 1st Feb 2021. I was told I can only close it a day after the contract ends 2nd Feb 2021.

Yesterday ( 1st Feb 2021) I went into the store again as my debits didn’t go off to make final payment so can close my account. Again they told me I should call the customer care number today and request it to be closed.

This morning I called the customer care number at 08:15 . I was transferred 7 times ( 3 * contracts, 2* cancellations and 2*Corporate) spoke to 8 different agents ( can’t remember their names). Gave my personal details to 5 different agents. After being on the line for 3h10 min I had enough. It was still during working hours as well.

Spoke to lady who assisted me in 10min( why the 3hrs wait). She also told me that I was informed wrongly in the store about the cancellation process. Now I have to wait another month and make another payment putting me in a difficult position. As I thought I paid my last instalment. Also after paying yesterday in the store and the amount was on zero. Today I was informed there is another R11 outstanding.

I am very disappointed in the service I got after being a loyal customer for so many years. The service I got today just helped me in making my choice to cancel my contract with MTN.

Regards