Canceling a month to month data contract

Hello

Please assist.

I contacted Mtn customer service via email (see thread) in order to cancel my month to month home internet subscription. I was told to take my router in to the store.

Upon doing so, the store informed me that they can not assist me at all. The lady who spoke to me was very rude and abrupt, refusing to even look at the email from mtn on my phone. While talking to me, she addresses me as *mummy*. I told her that I am not a *mummy*. So have responds and says that she was talking to someone else on the phone. I found it highly rude that she is talking to two people at once. How can she address the issues in a correct manner if she is doing so? Or maybe she wasn't and she just made an excuse for calling me mummy?

Anyway I asked for the manager. I was told that the store does not have a manager. I then spoke to the gentleman who is the supposed acting manager. He said I should call mtn call center. I asked them to call as I do not have an mtn Sim card in my phone and it would cost me to call from my fnb connect Sim. They responded that they can not call the call center. I asked them, do you mean that there is no way for you to contact customer care? I don't believe that. Anyway the gentleman then asked me to wait. And he will call from his phone. I waited a few minutes. He was busy with another customer. After a few minutes more, I asked him how much longer should I wait as it is my fasting month and I need to leave. He rep**** that actually retentions dep is closed as it's after 4pm so he can't call. I responded that couldn't he Inform me about that earlier, instead of me waiting with no benefit at all.

I then requested that he take my details and call retentions and get back to me.

Thankfully he did do so. He called me the next day and said that I should bring the router in to be booked. I thanked him.

I was unable to get off work until this morning.

So I brought the router in to the store. The same lady who was rude to me previously was called to assist. She immediately refused to accept the router, saying that I should cancel it online first. I tried to explain to her that the gentleman said I should bring it in. But she refused to understand. I then had to take my daughter to the bathroom. I told her please sort it out while I'm gone.

When I returned she had another customer service rep on the phone (I think it was, or maybe the manager of this store). She then spoke to me and explained to me that I should hook the router in. Just as the gentleman explained. I then told her that the lady refused to do so. She spoke to the lady and guided her what to do. The lady then insisted that I need the box. I said that email sent from mtn does not say anything regarding the box. Anyway finally she agreed to do so.

All of this was so unnecessary. And time consuming.

The staff at mtn need urge to training in customer service as well as the scope of their work.

I think this is the reason why mtn has such a bad reputation on hello Peter etc.