Hellopeter
Share Your Experience
MH
Mpumelelo H

1 reviews | Active since Aug 2015

06 Feb 2025, 13:14

Complaint Letter to Hello Peter Regarding MTN’s Non-Responsiveness and Poor Service

Complaint Letter to Hello Peter Regarding MTN’s Non-Responsiveness and Poor Service Subject: Urgent Complaint Against MTN – Non-Responsiveness & Poor Service

Dear Hello Peter Team

I am writing to formally lodge a complaint against MTN South Africa due to their failure to respond to multiple complaints I have lodged regarding issues with my contract and their continued poor service delivery. Despite my repeated attempts to engage with MTN through their customer service channels, I have yet to receive any resolution or even a response, which is completely unacceptable from a company of their stature.

Nature of the Complaint Unresolved Contract Issue:

I previously contacted MTN to request a contract change/upgrade, only to find that my account is blocked from any modifications. I sought clarity on this restriction, yet MTN has failed to provide any explanation or resolution. Lack of Communication & Customer Service Negligence:

I have lodged multiple complaints through MTN’s customer service platforms, including email and telephone support, yet none have been acknowledged or addressed. MTN has completely ignored my follow-ups, leaving me in a frustrating position with no information or way forward. Unjustified Charges & Contract Terms:

The current contract terms and charges are highly disproportionate to the service I am receiving. I have been paying for a service that does not align with my expectations or initial agreement, and MTN refuses to address these concerns. Impact on Me as a Customer The lack of responsiveness from MTN has caused undue frustration, inconvenience, and financial strain as I continue to be billed for a service that does not meet my needs. MTN’s disregard for their customers violates basic consumer rights and service expectations, reflecting a serious failure in accountability and customer care. Desired Outcome & Action Required I am escalating this matter publicly through Hello Peter due to MTN’s continued silence. I demand the following from MTN with immediate effect:

A formal response and resolution to my lodged complaints. An urgent review of my contract to either facilitate an upgrade or provide a fair termination option without penalties due to their failure to address my issues. Compensation for the inconvenience caused by their negligence in handling my complaints. I expect a prompt resolution within 7 days of this complaint being posted. Should MTN fail to respond, I will escalate this further to the Consumer Goods and Services Ombudsman (CGSO) and the National Consumer Commission (NCC) for intervention.

I trust that Hello Peter’s platform will ensure accountability on MTN’s part, and I appreciate your assistance in addressing this matter urgently.

Sincerely, Mpumelelo

0
Replies (1)
MH
Mpumelelo H's update10 Feb 2025, 11:16
Reviewer Update
I am reaching out to formally express my concerns regarding the level of customer service I have experienced with MTN. Unfortunately, I have noticed a growing trend where customer concerns appear to be met with indifference and a lack of urgency, which is deeply disappointing.
I recently discussed my experience with a friend, who questioned why I continue to remain with MTN given these challenges. It is clear that if this approach to customer service persists, MTN risks losing a significant number of loyal clients.
Given the lack of resolution to my issue, I have no choice but to escalate my complaint to ICASA for further intervention. However, I would still prefer to resolve this matter directly with MTN if possible. I urge them to address my concerns as a matter of priority and provide a clear resolution at your earliest convenience.