Bad service

I am not a happy customer on the moment. I’ve been a client of MTN since 1997 and have never really experienced any major issues, however the experienced I had on 17/18 February 2018 is of concern.

On Saturday 17 February 2018 I went to the MTN service centre at Northgate (the branch at the Virgin Active gym). I regret not taking the consultants name, as he was very helpful, but he was seated at the service counter 1. I 1st upgrade one of my contracts and then wanted a new contract for a tablet I wished to give to my mother.

The consultant assisted me and submitted the request. Once we were finished with all the paper work, he quickly checked to see what the status of the new request is. The message noted that due to reaching my maximum amount of contracts, supervisor approval is needed for the proposed contract to go through - Something I do not have a problem with as it is process.

I left the branch and said I will await confirmation from the consultant. The next morning (around 10 am) I went back to the store as I haven’t hear anything yet, the consultant confirmed that he hasn’t phoned me yet, as although the contract was approved, it hasn’t been released from the helpdesk. According to the audit trail the approval already happened the previous afternoon around 15:20. He then tried assisting in phoning the helpdesk to ask to please release the approval. He spoke to a supervisor – Nomsa who apparently was very rude and said she will get to his request when she has time.

At that point I cancelled the proposed transaction due to a supervisor who doesn’t take clients into account and are willing to let MTN as a whole loose deals.

I will in future think twice before renewing any of my five (5) contracts with MTN.