Beyond over it - even more.

So MTN.....seeing as you suck at service, answering mails, retaining customers and anything else pertaining to client relations.....

Herewith my parting gift and unanswered mail to date from you.

Thanks......cheers....

Email string copied and pasted.

To whom it may concern.

Considering the time this was sent and the time I responded.........and still nothing in response.......it is evident......MTN DOES NOT CARE.

Thanks MTN for proving my point.

Cheers.

Regards.

Brandon Henery.

From: Sent: Tuesday, 09 October 2018 2:45 PM To: ********** Subject: Re: Beyond over it. [# ********** 9] To whom it may concern.

By addressing a client as sir/mam (ma'am)

Indicates someone who is sending a very generic email with a copy/paste instruction. JUST LOOK AT MY SIGNATURE. Its in the details.

This already sets a very poor standard in trying to rectify a situation and complaint.

The main reason for a client contacting a client services/management team/support services in the manner I have is because they have received service so poor that they feel compelled to complain. For me to reach such a level, it does indeed take a fair amount.

Sadly my payment to MTN is that of a grudge purchase, not a necessity or luxury buy.

I am not looking for apologies here. I want MTN to KNOW why I am going away after twenty years. I want MTN to realize that whilst my friends and family were getting cheaper call rates, data and other services......I backed MTN and now I have lost and had enough.

Please do entertain me with a plan to rectify this situation anyway though. I certainly cannot see one at this stage.

Regards.

Brandon Henery.

From: ********** ********** Sent: Tuesday, 09 October 2018 2:38 PM To: Subject: Re: Beyond over it. [# ********** 9] Good Day Sir / Mam

Thank you for emailing Digital Support..

We apologize for the break down in service and for any inconvenience we might have caused you. We would like to resolve the problem and provide better service going forward.

Kind Regards,

Digital Team

MTN SA

Reference Number: ********** 9

--Original Message-- From: Date: 2018/10/09 10:58:52 AM To: ********** Subject: Beyond over it.

Good day MTN.

I trust this email finds you well although I actually could not care in the slightest. Because MTN does not care.

I am emailing you out of total frustration and saying my last goodbye's in style here with a statement.

I shall no longer be a loyal subscriber to MTN. After over twenty years, many bumps in the road and fights.........I have decided that this last weekend was enough.

To give whomever is reading this, if anyone actually, a clear spectrum. A few weeks back I received an SMS from your shop in Lakeside mall stating that I was due for an upgrade and I should consider paying a visit to the store to have a look at what was available. I left it at that for the time being as I was frantically busy with moving, starting a new job and a few other situations, in the interim I did pop into your Greenstone store to have a look whilst I was doing my monthly shopping.

My specs or requirements as a client are simple:

I am wanting to try and match my current packages with what my usual supplier can give me based on packages available. Given the current economic climates, I would like to be as cost effective as possible and I am open to a second contract for a wifi package or similar for home use as I have wifi at work as well.

Greenstone was as follows:

The guy behind the counter looks at me quickly and says outright "we cant help you with the same type of package as you have" yes, I understand this, I got a 'Friday the 13th' deal with MTN. It was a lucky spot by the lady that helped me at your Lakeside branch and its been fantastic - hence me wanting to match what was available from your current selection and work with what was available.

I ended up leaving because the guy behind the counter didnt seem engaging or didnt understand what my needs were, or maybe was not interested - take note here.

Lakeside was as follows:

I have my son with me and as well as an elderly family member, I picked up said family member with my son so that we could go to Lakeside to do some retail active wear therapy and also go to the MTN store at the same time.

I walk into the MTN store and there is a black lady sitting at the corner of your center island display looking at the two consultants whom are either typing on their computers in front of them or looking at their phones. She notes me standing behind her and says that I can go in front of her as she has been assisted or is waiting for someone - I am unclear on what her reason was but she didnt seem happy herself.

The black gentleman sitting at the one computer eventually looks up from his phone and mumbles something to me whilst pointing in an uninterested manner to the white lady sitting at the desk next to him. She decides to look up at me at which point I acknowledge the black lady in front of me and say "wasnt this lady before me?"

I am confused at this point because I am unsure if she has been assisted, is waiting for someone or what the deal is. Some order from your consultants would be great.

nevertheless, the white female consultant says she can assist me. 'GREAT' I think, perhaps some clarification and options with sound advice will help me along my way into a decision that will suit my needs and budget whilst working with MTN.

This was not the case though.

I briefly explain to the White lady what my status is with MTN, I have received an sms stating I am due for an upgrade from the Lakeside store, I currently have a mychoice plan and I would like to see what is available if she could have a look at my account and advise me.

She looks at her computer and without typing a thing in tells me that she doesnt have any pamphlets on the current deals and essentially implies that I should come back some other time.

I then ask her 'But cant you look at my account?'.

She then asks another consultant behind the counter thats now appeared from the back as to where the printout is of the new deals and asks her to hand this to me.

I am unsure as to when MTN became a fastfood outlet, but I am not asking to see a menu. I am asking your consultants to have a look at my account, have a look at my needs and help me decide what would be best for me with what you have to offer. This is why I pay MTN as my service provider. This is what MTN has consultants.

Nevertheless I become visibly flustered and ask the consultant - who has blood on the side of her face from scratching her skin - to look on my profile and see what I am on and help me figure out what is the best for both parties.

I AM GIVING YOU THE OPTION OF MORE BUSINESS. But MTN does not care.

At this point she sighs and tilts her head whilst looking at me as if she really is not interested and does not care and this is when I calmly place the dog eared printout on the desk in front of her and tell her not to worry whyilst walking out.

As a former senior and regional manager from the sales industry, one would think that the following would apply:

Admin would be dealt with during quieter times and service of clients would be primary focus on a late Saturday morning. Especially with MTN's issues over border.

Further to this, one would think that a client which your store contacted by SMS would take the time to capitalize on the fact that I have bothered to come back into the store that contacted me to make me aware of the availability and option of upgrade being possible.

I would also like to highlight the absolute issues I had with an insurance claim from your third party insurance company not processing my documentation to ensure they were deducting the premiums every month. So I follow my due diligence and your third party insurance drops the ball, BUT, after a slog and a fight, they admit to their error and fix the situation.

In closing MTN,

when walking out of your store in the lakeside mall, I noted your competitors shop being of a larger floor size and filled with clients. I understand why and in the very near future, I will be going there myself.

I just dont have it in me to fight with MTN , beg or even plead anymore.

Kind regards.

A former client.

Brandon Henery. 083 - its very rare to see these old numbers in use anymore by the way. The nostalgia has been tarnished by bad service. “The information contained in this message is intended solely for the individual to whom it is specifically and originally addressed. This message and its contents may contain confidential or privileged information from MTN Group. If you are not the intended recipient, you are hereby notified that any disclosure or distribution, is strictly prohibited. If you receive this email in error, please notify MTN Group immediately and delete it. MTN Group does not accept any liability or responsibility if action is taken in reliance on the contents of this information . Note that all personal emails are not authorized by MTN Group. ”