Disgusting MTN Service

It is with much disappointment to make this review about MTN, the mobile service provider I held so highly for many years. I have been with MTN on contract since 2002. About 2-3 months ago, my phone suddenly could not call out or receive calls from my MTN number. I went to the MTN branch in Menlyn Park Pretoria and I spoke to the consultant, Zunab and the branch manager. The manager showed no interest in my issue nor any willingness to resolve it, other than suggesting that we should do a sim swap at my cost of R150 for an MTN network problem. Since I needed a service, I paid for the sim card and made an upgrade of a new contract which was ending by end of October. This was on 3rd October 2020. The number worked for few hours to call out and receive calls then it stopped once again. I send 6-7 emails to customer service: Reference *** and each time I was instructed to do something different ranging from switching off phone, removing simcard, waiting for a minute and inserting it back to dialing ##002# and nothing of these instructions resolved the problem. I simply received smses indicating that the case was closed. I received about 8 of these messages indicating that the case was closed and yet the problem was not resolved.

I went back to the Menlyn branch again exposing myself to the covid-19 infection as a vulnerable age group to try to resolve my problem. I went to the same consultant to ensure continuity with the person who was conversant of the problem. I saw the branch manager on the floor, tried to explain the problem and as usual, he was the least interested. I went to the same consultant Zunab who wrote a request to MTN network division around 15 October (ReQ: ***) and to date no response/feedback has been received by either the Consultant or myself as a customer of MTN for these many years. Again, I went to the same branch on Monday 2nd November with the aim to cancel the new contract which technically started 1st of November so that I can port my number with another service provider. Unfortunately, I was told this is a long process and the number cannot work with any other mobile network if it does not not work with MTN. Another escalation request was made on 2nd November 2020 and I was told that I shall receive feedback in 24 hours. As I write this review on 5 November at 17h30, no action or response has been received. The notes made during the escalation request was 135 SMC-***. Please follow up this matter on my behalf with MTN to ensure that they provide me with efficient services or they cancel my contract with immediate effect. I am being held at ransom as if I am a beggar. I called the consultant Zunab at the branch and he is also helpless because he does not receive feedback on his request. I have had enough of this fiasco.

Kind Regards

Irene Tlhase Mobile: ***