Extremely Disrespectful and Discriminatory Service at MTN Store, Cape Town International Airport

I am writing to express my deep disappointment and frustration with the disrespectful and discriminatory service I received at your MTN store located in Cape Town International Airport. The store agent who assisted me, was Shameila. She was the only individual on duty at the time, from her feedback; the store does not have a manager.

I believe it is essential to bring this incident to your attention to ensure that such behavior is not tolerated within your organization.

On Monday morning; 08Apr2024 between 09:00-09:40, I visited your MTN store to inquire about a service-related issue regarding my Wifi connection. From the moment I entered, I was met with a complete lack of professionalism and respect. The staff members, Shameils, not only displayed a dismissive attitude but also engaged in discriminatory behavior that left me feeling humiliated and marginalized.

Their disrespectful behavior included:

1. When I approached her to assist me with resetting my WiFI password, Shameila’s responded with condescending remarks and a dismissive tone. Their lack of empathy and unwillingness to address my concerns was evident.

3. Ignoring me: Despite being the only customer in the store, the staff member refused to assist me after I called her out on her unpleasant attitude. Her direct words were, “you are anyway not a MTN customer, I am refusing to help you further”

3. Discriminatory treatment: It became apparent that I was being treated differently based on my race and nationality. The staff members seemed more attentive and accommodating to other customers who were of a different racial background.

This experience left me feeling disrespected, humiliated, and discriminated against. As a customer, I believe that everyone should be treated fairly and with dignity, regardless of their background or appearance. It is disheartening to encounter such behavior from a company that prides itself on providing quality service.

I urge you to take immediate action to address this issue. It is essential for your organization to provide proper training and guidance to your staff members on customer service, inclusivity, and anti-************** practices. No customer should have to endure such treatment when seeking assistance or support.

Furthermore, I request a formal apology from your store agent for the disrespectful and discriminatory service I experienced. Additionally, I would appreciate a clear plan of action outlining the steps you will take to prevent similar incidents from occurring in the future.

If this matter is not appropriately addressed, I will be left with no choice but to share my experience on various review platforms and social media channels. I believe it is crucial for potential customers to be aware of the disrespectful and discriminatory practices they might encounter at your MTN store st Cape Town International Airport.

I hope that you take my concerns seriously and use this incident as an opportunity to improve your customer service standards and foster a more inclusive environment.

I look forward to your prompt response and resolution to this matter.

Yours sincerely, Denise Witbooi ***