Disgusting Service from MTN

<p> </p> <p>-24 August : Emailed MTN Retentions for an early termination quote, as Im emigrating. After endless hassling for days, and getting no reply, they come back to me with a figure of R12 384 to cancel my contract early. It will cost me less money to actually just let the contract continue for it's duration while I'm overseas. Retentions tells me to go to a store or Customer Care if I want to migrate down to a cheaper contract</p> <p> </p> <p>- I then go into a store (Cavendish Square in Cape Town) , as I want to migrate to a cheaper contract. The MTN store tells me they don't handle stuff like this, I need to contact Customer Care. How ridiculous.</p> <p> </p> <p>- 7 September: emailed Customer Care, telling them I'm trying to migrate down. They reply days later telling me they have referred this to Retentions. I tell them Retentions referred me to Customer Care. Ive now been shoved to three different sources already, and no answer.</p> <p> </p> <p>- 14 September : Customer Care finally emails back, and tells me to attach my ID and contract. I send it. I hassle them for the next few days, no reply.</p> <p> </p> <p>- 21 September : They email me back, telling me I need to visit a store and that Customer Care cant help with migrations.</p> <p> </p> <p>At this point, Im LIVID, as Ive been sent to Retentions, a store, then Customer Care, and then back to a store. I called customer care on 21 September and told them the STORE told me they cant do migrations, and I need to do it via Customer Care. Customer Care said the STORE gave me the wrong info, and they also can’t do migrations. Seems like nobody at MTN knows what the hell is going on.</p> <p> </p> <p> What I don't understand is why on earth Customer Care didn't direct me to the store when I first emailed them on 7 September? Why did they continue to liaise with me via email? Asking me for my account number, copy of my ID, copy of contract and proposed package i want to change to? Only then to tell me TWO WEEKS LATER, that they in fact can't assist me and I actually need to go to a store. Their level of service has been shocking. I sent them numerous emails to complain, and detailed all these very issues. The standard reply I get from them is to "visit a store for assistance". Disgusting.</p> <p>It has been one month since I contacted MTN initially, Ive been sent all over the place, and I still have no resolution. After my contract ends, they have lost me as a customer, after 13 years of being with them.</p>