BETTER CUSTOMER EXPERIENCE LEVELS -ATROCIOUS

REVIEW is in regard to a long overdue complaint which I have with the level of customer service or the lack thereof, most recently contacted MTN 03/03/2019 to dispute missing credit. Top up of R30 was made on the given date extra time of R21 was deducted which left me with R9 then took an additional R3 extra time whereby I had purchased a R10 whatsapp social bundle, I then purchased a R20 voucher and the extra credit was repaid and when checking the balance it showed that the remaining credit was R17 and some change after being on whatsapp for most of the afternoon I checked my balance again and my balance was R4 I contacted MTN Customer service whereby I was told the system had not updated yet but a ticket will be logged with back office and to call back in 30 minutes which I then did and still no one was able to advise me as to what had transpired. Low and behold I actually work for a mobile network service provider for a UK based company as a customer experience quality coach .I know there is no back office firstly , secondly I keep being put on hold and people are asking me to hold but not even advising me as to why they are placing me on hold, no notes are recorded on the accounts so I had to explain myself every time I called in which is frustrating to say the least also not one advisor who I had spoken to took the time to demonstrate empathy and put themselves in my shoes also my penultimate call with an advisor called Nosipho was dropped on me after requesting a manager so after no response for 2 days and umpteen calls to MTN and after speaking to a manager Baldwin Bokwa who forwarded me this data usage summary which does not even have TAB headings , forced me to call in once again and have still no one being able to provide me with a clear explanation as to what will be done to resolve this query. As I have mentioned in the past when dealing with advisors or managers who could not perform their job adequately out of frustration I would just let it slide but if I should provide my customers with the level of customer service or pathetic customer experience I have had with MTN I would honestly shoot myself, I know South African customer service levels are bad but I have had just about enough. My last call spoke to manager Oscar and even though he had not been to blame at this point I was fed up and not explaining this to anyone anymore.

My resolution would be 1. ****py customer service received , failed call back and attempt at resolution , no clear explaining (feel as if all your staff should go back to training ), zero softskils , not one person took ownership of the query, not one person went the extra mile , the time and energy consumed while trying to get to the bottom of this and still not one step closer.

As none of these factors has been taken into account on any one of my numerous calls I would like an explanation as well as compensation for the time spent on this. May I also be furnished with the timescales for resolution of this complaint.