DSIGUSTING SERVICE - 3 WEEKS TO UPGRADE A CONTRACT WITH MTN

I have been trying to upgrade my MTN contract for over 3 weeks now without any success, I have visited the store in Sandton City (near Checkers) on two occasions where I spent no less than 2 hours in store on each occasion trying to upgrade my contract.

1.) on my first visit I had to repeatedly scan my fingerprints for biometrics which kept failing due to a system error and on the rare try that it was successful the application was auto declined without any reason provided. I was told that it is a systems error and that I should return again to store when the system is back online. Copies of my drivers license were taken and left with the consultant in store, may I remind MTN that this is classified as personal information and there is a legal obligation for MTN to protect such information.

2.) I returned to the same store the following day and to my surprise the copies of my drivers license that were taken the day prior, could not be found. The consultant (different consultant to point 1) assisted and identified that the reason why my upgrade was auto declined was because the contract was zero rated (something I mentioned on day 1) and that this needed to be escalated, something that the previous consultant did not bother to check.

The manner in which these escalations are handled in store are quite shocking, the in-store consultant had to dial the MTN call center and go through the motions (like an MTN customer would) in order to escalate the matter. Ridiculous approach MTN, I sat in store for nearly two hours waiting for the escalation to be attended to and sorted out, all the while the consultant decided to move on and serve someone else.

3.) Failing both attempts to upgrade in store, I was called by Rewards Co, your partner for online/telephonic upgrades, called me to ask if I would like to upgrade. I went through the upgrade process with the consultant, who confirmed that all is in order, the phone is in stock and will be delivered by DSV who will call me to arrange, this was over a week ago and DSV never called.

I placed a follow up call to Rewards Co who advised that the application was again declining, in other words, MTN still have not gotten their act together and corrected the account from zero rated.

It is beyond disgusting that it takes as long as 3 weeks to try and upgrade an MTN contract, your service levels and staff training leave very little space for any improvement, no one has put any effort in or tried to call me to resolve, even after several complaints made privately on Instagram where MTN no longer bothers to respond. I tried to resolved privately, MTN forced me to complain publicly.