Disappointing service and misleading information from MTN agents and store staff

I’ve had an extremely frustrating experience with MTN regarding my month-to-month WiFi package. Over the past year and 10 months, I’ve rarely been satisfied with the service — especially when it comes to the accuracy of information shared by both in-store staff and customer care agents.

On the 29th, I spoke with Zanele Makhonza/Mkhonza to confirm whether making a payment would allocate data for October or November. I made it very clear that I did not want to pay now only to receive data for November. She confirmed that the data would be allocated for October.

Today is the 1st of October, and while I received an SMS stating my router was credited, I was unable to connect — it says “connected with no internet.” I called MTN customer care and spoke to another agent, who then told me that the data might only be allocated for November. While she tried to assist, the core issue here is the inconsistent and misleading information provided by MTN representatives.

I also requested to cancel my service and was told the call would be escalated to the retention department — yet I waited without any follow-up or assistance. This lack of responsiveness further demonstrates poor customer service.

Overall, I’m disappointed by how MTN treats its customers. It’s unacceptable for a major service provider to mislead and mishandle loyal clients who are simply trying to get clarity and fair service.