Dissappointing Service from MTN

I started my upgrade process with MTN on the 29th of October, and it’s been a complete nightmare since then. I was asked to send through a letter from SAFPS, which I did last week - twice, yet the process still hasn’t even begun.

Trying to do an online upgrade is unbelievably difficult, the system is confusing and unreliable, and getting help from customer service is even worse. I’ve now called six times, with one call leaving me on hold for 18 minutes and another for 30 minutes, only to end up with no resolution at all.

When I mentioned that it might be easier to cancel my contract and move to Vodacom, the consultant actually told me to go ahead if that’s how I felt. That level of indifference says it all about how little MTN values its customers.

After weeks of effort and six phone calls, I still have no progress, no feedback, and no solution. Terrible service, unacceptable delays, and zero customer care.

I've e-mailed them twice, been into a MTN store twice and 6 phone calls later and still have no insight on how far this upgrade is and no-one can help me!!