Extremely poor MTN service

Good day

I have to raise this concern to the highest level possible

I recently acquired the Uncapped home wifi deal for R249 per month , the sales assistant was very well spoken and explained everything properly. Unfortunately that is where the good service stopped.

The router was scheduled for delivery on Wednesday 29th November. DSV driver arrived at address with the package, but fingerprint scanner did not work I was told to wait another 3 days to resolve the issue. I then phoned MTN and complained about this matter. After numerous calls and ended up at Vodacom call centre 5 times and had to re-dial waiting in line again and almost an hour on the phone I got to speak to a manager and only then the delivery was re scheduled for later that day, this time receiving the package without using the scanner

I then proceeded to install and connect the unit and waited the 24hrs for activation Yesterday I tried using the unit, but it still did not work

I then called the costumer care number requesting assistance with the activation, as the unit was not activated after 24hrs as promised. I spoke to probably 50 different people was transferred from one to the other I spent R150+ on airtime and a total of almost 2 hours on the phone with no resolution to the problem

It is clear to me that consultants does not have the required product knowledge. They also do not know or understand the inner workings of MTN departments I was transferred form one to the other person or department for this duration

Consultants did not know which department deals with what , they transferred me (after being asked to confirm if the relevant departments are working at the time) to people clearly working from home in an extreme rural area. The sound of chickens and children screaming in the background is very unprofessional and several of the transferred attempts ended up similar . Receiving “ Eish I don’t know “ is not the answer I was looking for The Incompetence of the call centre and all these working from home people with no manners, no proper way of communication and definitely very poor education or product knowledge or in fact inter departmental knowledge needs to be addressed

I am extremely disappointed with MNT and the manner of dealing with problems to the expense of the costumers!

How the operators or consultants does not know which other departments are working at the time I don’t understand . if you are transferred to a RICA department and the next person tells you they don’t have a RICA department , I don’t understand If you are being transferred to activation department after confirmation that they are working yet you end up speaking to someone on a farm , I don’t understand Why some told me no need to RICA and OTHERS did , I don’t understand Why No one after 17:00 has any clue on what they are there to do I really don’t understand

It is pure incompetence and customers has to pay the airtime to entertain this type of service

I Phone again this morning , they lady at activation department resolved the issue within 5 min and called me back to confirm that it is resolved . Why do you have this standard of People working during the day and waste costumers money with incompetence after hours?

Please feel free to check all incoming call from *** and the duration as well as transfer Log on these calls Hopefully you’ll correct this incompetence, as I am sure many customers are experiencing the same issues without complaining or taking the matter further

I personal was at the point to cancel this deal and ask for my money back and post this mail on Hello peter If MTN values their name and take pride in their business you will take this matter seriously

Kind regards Louis Du Preez ***