Bad Service From MTN

To whom it may concern

I'm writing this email with a torn heart and I am very disappointed as a customer of MTN. I never experienced such disrespect in my life by a consultant including all the staff members.

Yesterday I called through to MTN customer service and spoke with a consultant regarding my refund. I asked, "why am I being charged for something I don't have?" and she answered with a detailed explanation and advised that I should go to MTN Maponya Mall where I had app**** for a contract phone.

MTN has been debiting my account for more than 3 months for an Oppo phone that I returned the next day after purchase, not knowing it was something I did not want. So, I went to the store and explained that I don't mind paying extra fees for cancellation or I could take another device at a higher price, preferably an Iphone. They accepted the handset with no damage to it and advised that the contract will be cancelled. I only realised yesterday that I had been paying for a phone and benefits I don't have access to...

A few weeks later, I went to MTN Southgate to apply for another contract phone and the process was quick and successful.

So, I went to MTN Maponya to get assistance regarding my refund and things turned out very bad. The staff member who was assisting me did not have a name tag and told me that they won't refund me and I have to go to MTN Southgate to the consultant who initially helped me with the contact application. I refused and asked to see a store manager. She came and asked a few questions regarding my complaint, then another consultant came to tell the 'manager' that she must assist a woman who was behind me in the queue, then left without saying anything.

I stood there for a few minutes with no answers and I asked politely. "Is that woman's query or complaint more important than mine?" He answered. "Just wait for the manager, she will attend to you shortly. That woman came before you." I disputed and told him that the woman came after me. Then he got offended and threatened that He Will Slap Me.

It seemed as if it was a joke to his colleagues when he threatened me as they were laughing and his female colleague came by to ask what was happening. When I tried to explain to her, she did not listen to me but rather gave her colleague a chance to talk. Then she said, "I don't support that a customer is always right" when I didn't even get a chance to explain." Then she avoided the issue with her colleague threatening to slap me and called a guy called Garnet to ask about my issue with the phone that was returned, and there was no resolution. I left the store immediately.

No one was able to handle the situation better at the store because they were protecting each other at the wrong time.

NB: I have an active contract with MTN and I am being charged for another contract I don't have benefits for.

I have never been disrespected like that before, especially by a consultant. I am going to take further steps against that consultant who threatened me and the store for not refunding my account.

Not a happy customer. HJB Wessie