Disappointing Treatment from MTN

Good day

I am writing to express my disappointment with MTN who declined my contract renewal, due to my Nedbank Personal Loan.

I have been loyal customer for the past 20 years, I have always valued the services provided by MTN, and have never encountered any issues with my contract renewals until now.

During my recent interaction with your Retention Team (Buhle), we agreed on a new package that suited my needs. However, this was also declined. This decision has left me feeling frustrated and undervalued as a long-term customer, and a previous MTN Employee.

The fact that this message came via sms to the contract number that my brother is using, and not to me, is even more frustrating.

Buhle is aware that I can be contacted on an alternate number, but has not called me regarding the decline

Given my history with MTN and my consistent payment record (maintained by my Brother), I believe this decision does not reflect the loyalty and reliability I have demonstrated over the years. I have sent a request to the Retentions Manager, Nkanyiso Gumede yesterday to reconsider their decision, or provide a detailed explanation for the decline.

And if they are unable to reconsider, I requested a cancellation of this contract. I have not received a response. This displays total disregard and disrespect to the customer

I would also like to bring to your attention, that during the start of this renewal, I have had a few interactions with MTNs call center agents, and none of them have proved to be competent

MTN may be one of the largest network providers in Africa, but their customer service is questionable, and customer retention is very disappointing.