Exceptional service from Mathabo Mahlatji - but MTN needs to address inconsistent customer service

My experience with MTN 5G Home Internet over the past few months has been frustrating, particularly when trying to understand the billing, payment and provisioning cycle.

I contacted MTN several times through WhatsApp and telephone support, but I repeatedly struggled to get a clear explanation of how the payments and service periods worked.

Then I spoke to Mathabo Mahlatji.

The difference was remarkable.

Mathabo listened to me, understood my situation and explained everything in a way that was clear, logical and easy to understand. She explained the payment and provisioning cycle, what would happen after my rejected debit order, the relevant payment deadline, assisted me with a payment arrangement and explained the cancellation and router-return process.

For the first time in months, the process actually made sense to me after one conversation.

She was patient, professional, knowledgeable and empathetic throughout the call.

I would therefore like MTN to formally recognise Mathabo Mahlatji for her exceptional customer service. She is an excellent example of how a customer interaction should be handled.

However, I also believe MTN needs to investigate the inconsistency between this experience and some of my previous interactions.

ZN was one of the consultants I interacted with on WhatsApp, and unfortunately that interaction was poor. I also interacted with SR on the WhatsApp line, and I believe there is room for significant improvement in the way customer queries and frustrated customers are handled.

My concern is not simply that I did not receive the answer I wanted. I was genuinely trying to understand a service I was paying for.

The question MTN should ask itself is:

If Mathabo could explain everything clearly in one interaction, why did it take several months and multiple interactions for me to get that clarity?

I would encourage MTN to review my previous interactions and, where applicable, the relevant call recordings and WhatsApp conversations.

There is clearly a difference between the exceptional service I received from Mathabo and the experiences I had previously.

My experience with Mathabo was genuinely excellent. My experience getting to Mathabo was not.

MTN should investigate that difference.

Mathabo Mahlatji — thank you for showing me what exceptional customer service looks like.

MTN, please recognise this employee and consider making her approach to customer service an example for others.