Extremely frustrated @ the Pathetic MTN , Pavilion Durban

<p>I am writing this letter to complain of the poor service I received at your pavilion branch on the 12th January 2017. I was assisted by two individuals who’s names i can’t remember right now.</p> <p> </p> <p>However</p> <p> </p> <p>My early upgrade was scheduled to take place on February 19 - 2017, but because of not wanting to miss out on an existing promotion, I contacted your retentions department who authorized an earlier upgrade for me on Ref# ********** 50.</p> <p> </p> <p>From around 11:00AM up until 3:00PM I made several failed attempts to contact your pavilion store on ********** 103, exactly 4 hours and 1 SMS later I still hadn’t received a response, which is extremely frustrating to put it mildly. Eventually I got through to a lady named Carol on ********** 500 who escalated my request, an individual from the store attempted to call but got my voice mail, left a message confirming stock availability and promised to call back, “apparently” she called back but got my voice mail once again, she didn’t bother to leave another message or even SMS proper contact details for me to call you back since I was un-reachable… …where is the professional courtesy?</p> <p> </p> <p>The whole point of wanting to talk to an mtn consultant before going down to the store was for 3 things</p> <p>· Thing 1) to safeguard myself from coming to the store in vain,</p> <p>· Thing 2) to ensure that my Ref number from retentions was loaded on your system and…………….</p> <p>· Thing 3) to confirm stock availability.</p> <p> </p> <p>It was at that point, I learnt that the upgrade was not going to happen because retentions closes at 5 and there was nobody available at your head office to verify the Ref# number even though it was already loaded on your system… … if you ask me I’ll say, ****ty process that…. ….why the hell are you open till 7PM if you can’t help customers after 5PM… …shocking</p> <p> </p> <p>Your representative offered me absolutely nothing by way of apology and I am utterly disgusted in her,</p> <p>I am extremely annoyed that I wasted my fuel, airtime, precious time and energy going down to your store for sweet F.A and having to listen to a bunch B.S about why the upgrade couldn’t happen… …my impression of mtn has been tarnished</p> <p> </p> <p>Even though so many hours has passed, I still can’t believe I left the store without having accomplished anything other than I can get the upgrade done at Gateway.</p> <p> </p> <p>I firmly believe that this is not the way mtn intended to conduct business with valued customers - I have been with mtn for over 10 years and I have never encountered such treatment before, I welcome the opportunity to discuss the matter further and to learn of how you propose to prevent a similar situation from recurring</p>