COMPLAINT

Dear MTN (Must stand for: Most Terrible Network)

I am so tired of calling your customer care and complaining and complaining to every new agent that always refuses to hand me to the person I spoke to before. The TLs I speak to all avoid me. Am I really that annoying?

I am waiting for you to resolve my issue that occurred in September 2017 and have been calling millions of times since.

Each department the agent’s log the ticket at, keeps sending it back as resolved as no one wants to take accountability and just deems my issue as “Not their problem”. But no one has taken the time to escalate this as I had requested time and time again.

Another problem I really hate is that I have spoken to over 10 different agents. When I ask to speak to the previous person, no one is willing to escalate me. Each one has a “I can do it” attitude but yet NEVER does it.

Whenever I ask to speak to the Team Leaders I was escalated to, they are always “On Leave” or “Day off” or “Stepping into the board room for a meeting”.

Each person I speak to supposedly understands my query but yet cannot take the time to explain it to the necessary individuals that need to process my request.

I am a highly disgruntled and very much regretful (that I ever did business with you) customer. I have successfully (Much to my astonishment) gotten rid of 2 of the contracts on my name and now wait patiently for my last one to come to an end so that I may take my business elsewhere.

Had your agents and team leaders cared about MTNs beloved customers, I’m sure someone would have seen to and resolved my issue by now. I am referring to 2 in specific (Nirvana and Muhammed).

The last agent I spoke to (Sanelisiwe) assured me that she understood my issue. She assured me that the only way to resolve this in her opinion was to log a ticket (for the millionth time) to the billing department. But when insisting on further information, she expressed her “I really honestly don’t know” attitude very well. And in my experience with you guys, this ticket is going to be sent back saying the issue does not lie with them, they will refer it to another department who will also say that the issue does not reside with them. And on and on it will go between *****s and billing and customer care all the way back to me never getting a resolution.

I understand the dynamics of a contact centre but also understand that large companies such as MTN SHOULD be able to provide some sort of customer service. No matter how poor the quality.

Yours Insincerely

Nabeela Kriel