Bad Service

Good Morning

I would like to log a complaint with MTN. I have a contract with MTN for 15years now. On the 18th of June 2022 I went to MTN Farrarmere Square to do a sim swap. I paid R150 for the sim swap and I was told that the sim swap to active it take 24hrs. After 24hrs I check the sim and it wasn't active, I called the call center to check and I was told that the sim swap was canceled on the system. I was advised that it's a system error.

The ticket was logged to support(Ref Nu: REQ***) and it take 5 days for the query to be resolved. On the 21 June I called the call center and I asked to speak to the supervisor, Nompumelelo Duma assured me that one of the supervisor will call ma back and guess what no called me. Again on the 22 June I called the call center and I spoke Monde Nzama also he assured me that someone will call me back and no one called me back.

Today on the 27 June at 08h30 I called the call center and I was kept on hold for more than 1 hour. No one is willing to assist me. If MTN can't resolve this simple issue can I terminate my contract with immediate effect and am willing to pay the cancelation fee. I will move my number to another service provider. The number in questions is ***.

I trust that this is not the way that MTN does business with valued customers. I am greatly disappointed at the service at your establishment. I hope you shall take the appropriate actions to ensure no repeat of such a bad experience to your customers. My contact number is ***.

Regards

Sipho Maseko