EXTENDING CONTRACT

Hi

I am writing this email with dissatisfaction & disappointment towards the whole staff at MTN who has assisted me this far. Not one of them have came to a resolution or received any feedback regarding the case

In 12 JULY 2019 I opened a contract in Tribault Square CPT branch. Just last week I enquired to check when will my contract end because I want to settle the account & close it. I spoke to Lebogang Matladi via email who was very helpful & advised me that according to your records it shows that this contract was opened on the 16/11/2021 which I disagree with because I want to know who was the consultant that assisted me regarding this & which branch was it cause I am not aware of it. She had given me a reference number *** , she requested that I would forward her my details which I did , asked her what’s the estimated timescale for feedback & she later closed the case without answering my question.

I decided to wake up on a Saturday morning & visit your Century City branch I was assisted by a young lady I don’t remember her name who was very helpful & she provided me with my contract at hand advised me that it was a system error & that I should contact MTN after 48hrs for feedback. REFERENCE NUMBER : ***

I decided for the 3rd time to send an email again & enquire regarding assisted by Irma Marais who also advised me of the same thing that Lebo had discussed with me , she left me hanging after providing her with evidence. REF ***

Called in at 12:38 spoke to Michelle Mkuzana who was very rude , no empathy at all. She requested I should send her an email with my details when the email didn’t go through I asked for an alternative email address maybe a colleagues , she was irritated you can tell because we kept going back & forth I don’t know whether she doesn’t know phonetic transcriptions because we are not getting anywhere she literally went silent for 3 min& released the line. She never bothered calling back I don’t understand why because we were in the middle of a query she release the line causing repetition of call rate. I called with a different number [***] if you can listen to this call , POOR CUSTOMER SERVICE she lacks customer skills & can’t handle queries at all.

Decided to call again for I don’t know how many times I’ve been going back & forth with MTN cause my issue has still not been resolved yet. Spoke to Sandile who was very helpful & the email went through this time. He confirmed that he has received it which is GOOD CUSTOMER SKILLS.

Honestly I am really concerned as to your customer service consultants. I was really hoping I would open a new account with MTN but after this I would never not again. I wouldn’t even recommend anyone to open an account at MTN. I just need the outstanding balance because this is a 36month contract I want to close it off & end everything with MTN.

Tickets which I have been chasing feedback for REG*** … 29/09/2022 … *** Ticket was re-opened again today because there’s no feed back at Tribault Square Branch REQ***

Wouldn’t recommend anyone to open a cellphone contract with MTN they are ****** !