Contract process for existing customers

COMPLAINT: requirements for existing customer Dear MTN,

I have been without a phone for almost a week now. This is important, because my phone is used for work.

Having a GOOD longstanding relation with MTN, I chose MTN because 1) I wanted to keep all my contracts with a single provider and 2) the quality of service I have received has always been excellent, even though there have been recent internet issues.

My husband tried taking a contract for me at MTN Cornubia on Monday. He had been liaising with Nash via Whatsapp for 3 whole days, but when he went to collect the phone on Wednesday afternoon he was sold that Nash was working at another store for the day and failed to mention that the phone was especially brought to the store for my husband and as a result, it was given to another customer.

Despite being unwell, I personally went to 2 of your MTN stores at Gateway today. The first was out of stock of the device.

I thought that being an existing customer would make the process quick and efficient. I was surprised that the process was far from quick or efficient.

I was assisted by Sabelo. Who asked for 3 months bank statements, is this a requirement for existing customers? After all, you have been debitting my account for decades now with zero unpaid debts? Nevertheless, we drove to the nearest ABSA branch, got the statements and went back to the store.

When we called to follow up, Saber said that you needed a change in surname. This was confusing for me as my surname as not change since I joined MTN.

I was asked to phone SAFPS for a letter which I did and shared it with Sabelo.

The most recent update is that MTN needs proof of surname change from HOME AFFAIRS.

Is this a reasonable request? I, your existing customer is sitting in front of your consultant. You have access to the copy of IDs submitted for my existing contract. I have proof of marriage but Sabelo says that marriage certificate wont be accepted.

I am applying for a Samsung A53. If this was a case of *****, wouldn't I reach for the stars and go for the S range or an iPhone?

I am deeply disappointed at the process involved for an existing customer to take another contract and I thought that I would let you know and give you the opportunity to rectify this before I approach another service provider that has the device for the same price.