Bad customer service MTN South Africa

Greetings

I am writing this review as an angry and dissatisfied mtn customer. My home router was ****** month end of March and I called mtn to blacklist my device and suspend my number then I lodged a claim with santam that is in association with mtn to claim for a new device on the 4th of April.

1.Firstly, it took time for them to get back to me regarding my claim, I had to call countless times and send endless emails before they could give me an accurate track of my claim. It took more than 3 months for me to receive the new device. 2.Secondly, I've been paying every month from the time I made the claim for the mtn router and insurance services while I've been waiting for the claim process to be successful. I even had to send an email to mtn complaints, complaining about their service and they never took the urgency of responding to my complaint and that made me see how they don't take their customers complaint serious. 3.Thirdly, when they delivered the new device on the 5th of July (after I've called countless times requesting the new device) I discovered it didn't have a sim card so it meant I had to go do a sim swap. I tried doing the sim swap telephonically with no success because they gave a reason that my device is a contract device (month to month) so they can't help me on the phone and I should go to the store for that service (mind you I've been calling again and again getting different reasons from agents on why they can't help with the sim swap). 4.Last but not least, I then decided to go to the store on the 13th of July 2024 to do the sim swap since I was adviced on the phone to go to the store. When I got there they told me they can't do my sim swap because my number is suspended (I deactivated it after it was ******) and there was nothing they could do to help and told me to pay month end of July (31 July 2024) and come back on the 1st of July and my number will be reactivated. On Thursday (01 August 2024) I went to the store after I had paid the money on the 31st of July as adviced. When I got to the store it was still the same case of my number being suspended and they can't continue with the process of doing sim swap, apparently because I paid using EFT and it takes up to 24-72 hours for it to reflect on their system, I even opted to pay again in-store hoping that it will reflect right away and allow them to do the sim swap but they told me that they are still unable to do so because my number is still suspended. I had to call 135 (mtn call center) and they lodged a request for my number to be unsuspended and they sent me a reference number for the request: req***. Mind you I took my time away from work for a few hours to get this fixed and it's still not fixed and I'll have to go back to the store again when they decide to unsuspend my number which will be more time away from my work. At this point I'm beyond frustrated and angry, because I'm a loyal customer and paying my bill on time but I'm not getting the services I deserve as a customer. It's been 4 months without using the mtn services while paying and that does not make me happy at all and I'd love to escalate the issue with anyone that might understand my plea and really help me get the help I need to get the service I deserve because this has put a pause on my personal life when it comes to internet connectivity and mtn as an organisation that deals with internet connectivity I was hoping they'd be the ones who fully understand how the physical world has merged with the digital world to make life easier and they are being the barrier to that easy life I deserve. Especially when I'm paying and not getting the service for free.