Dealing with MTN is a nightmare especially MTN branch South Gate Mall

---------- Forwarded message --------

Good Day

I would like to log a complain with Mtn I am at the point where I feel that I have had enough with.

I have been with MTN ever since I can remember and last year August I did an upgrade over the phone I never went to the branch, the phone was delivered by DSV courier services. at first the phone was working fine. About a month or so the phone will go off by itself and an error screen will pop up, the error was saying that the phone has failed verification and some of the functions will not work and there were steps in that error message to assist in restarting the phone. I will follow the steps and the phone will restart and work as time goes on the phone deleted all my information on the phone and it froze. I went to Mtn Dobsonville and I was told that they can't assist me because I bought the phone online but if I want my phone to be fixed immediately I can go to Huawei in Melrose Arch, I drove there and they told me that they will charge me for it and I refused and told them I will take it to MTN so that they can sort it out since it was a technical issue. I immediately went to MTN in Melrose and explained what has happened and they said it's good that I didn't agree to pay because the phone must be fixed by MTN since the phone was faulty. Mtn in Melrose Arch tried to assist me but unfortunately they couldn't help since they are not MTN Direct and they reffered me to the MTN branch In south gate.

From Melrose Arch I drove to South Gate with the hope that I will get assistance, when I got there a guy by the name of Steven told me that if I want my phone to be sorted as soon as possible I must go to Northgate. At that time I was fed up and I told him to book my phone as I was not going to drive around the whole of Johannesburg to get assisted I was tired.

The phone was booked by Mtn on the 10 of November 2020 and I was told it will take about 3 to 4 weeks and the phone will be back. I waited and the month passed I then decided to go there myself on the 15 of December. I had forgotten to bring the IMEI with me and as a result they couldn't assist me, I was given a store number to call when I have the IMEI number. I called on the 17 of December and spoke to John who said he will check and call me back and he never did, I called the following week and spoke to Noma and she also said she will check and call me after 15 minutes and she never called me back.

I called the next day and spoke to George and he also told me that he will ask John to give a call, a week passed and there was no call from them. I then called and John answered and at that I was extremely angry I told him that if my phone issue is not sorted I will have to take it up. He said he will make a follow up and find out and I must call him on Friday on the 8th January to do a follow up, I called his phone was just ringing I tried on Monday still no answer I tried again on Tuesday still no answer. I decided to call the store number and at first I was told he hasn't arrived, the second time when I called I was told he is still busy with the client, third time I was told he has gone out.

Its been 2 months and I'm paying for a phone that I'm not even using it is clear that I will not get any assistance from these people and also that there is a problem with the phone and they don't even know what it is. I am not interested in that phone anymore because I fear that even if it can come back it will still give me problems I want MTN to take it back and give me a new phone or cancel my contract cos I will not pay for their. I did everything to get assistance and I'm done and can't deal with this anymore.

Regards Zandile