Extremely poor! Pathetic! Customer service experience

Good morning

I have never seen such pathetic customer service.

This reminded me why I ported my number to Vodacom in years ago, MTN your customer service standard has not changed infact you have taken your BAD! BAD! BAD! Customer service up a notch.

I was left speechless, and I wanted to explode at the same time.

I took out a month-to-month deal on your website and I was promised that I will be contacted shortly, and a week went by until I

Sent an email to follow up. Even though there was I reference number I got after the online application. There was still a back and forth emails you guys requesting my id number.

Eventually someone contacted me ad your call took longer than 20 min and I finished the call, and I was told to make an online payment of R400 and some change which I did .

The consultant said I should receive the package the following day but that did not happen until I received call 2 days later from DSV who informed that the following day I will receive the package.

I gave them my address and I made sure I have my smart card ID, copy of my smart card ID, my municipality statement to submit as proof of residence and it is not older than 3 months.

The DSV driver he came he was very late over the time that was agreed on, I had to call DSV to find out if this person was still coming and the DSV consultant said yes the driver is on his way

Indeed after 30 min or so he arrived I went to him at the gate I gave him the documents , he verified them and then he asked to take my fingerprint, which I allowed then the biometric I was taking my

Prints, I went as far as putting a sanitizer 3 to 4 times with each take of the fingerprints, eventually after 5 tries, the driver said he unfortunately must return the package back to DSV.

I even explained to this driver that this has always been my problem even on the recent job interviews have had, the fingerprint company would rub sanitizer on my hands until the scan read them.

The driver said I need to call MTN and request for an alternative delivery method.

I got into my house and called MTN for about 45 mins people sending me from pilar to post until eventually I was told that the department that needs to assist me has closed, and I need to call back tomorrow as they do not do call backs. I used my airtime to be on that call for over 45 mins and I got to be told that *******.

The following day I received a call from DSV, and they wanted to reschedule another delivery and they said they will try the biometrics scan again, I told them that nothing will change the as I have had this problem and it is common for fingerprints to wear off especially us woman, we do a lot of cleaning and using a lot of water. The consultant told me that I need to call MTN to approve manual delivery.

I called MTN again I was told I need to call Mondo, I called Mondo and they say MTN needs to approve this. The consultant that assisted me at Mondo said they need to arrange 2 more biometrics scan deliveries and if they fail, they will inform MTN and then MTN will change the deliver method to pin verification. The lady said the driver will contact me for delivery.

After this 2 week went by without receiving any calls, I then called Mondo again on the 24th July I was told that the contact is cancelled since DSV returned the package to MTN. I was informed I need to do another application and I need to chase after the MTN billing department for my refund.

There was no cancellation communication or calls, emails, sms or anything informing me that MTN is cancelling the deal or for MTN to call me and find out what is happening or what can be don’t to ensure that I get my delivery there was nothing ZERO COMMUNICATION!

Imagine how I was stunned when I was told the deal is cancelled and I need to another application, I was like how we go from waiting for the driver to call me for a deliver to cancellation?

Really this a VERY! VERY! VERY! BAD CUSTOMER SERVICE AND EXPERIENCE, no wonder people leave MTN for other companies like rain, Telkom, Vodacom etc.

You really to not know how to keep clients!

I must use my airtime again to call MTN Billing department, IT was easy for MTN to get payment from me but when roles are reversed it extremely difficult to get refund back and chances are even if I do another application the same issue will arise so basically, I will not get that deal from MTN.

I made calls from these following numbers if anyone feels they want to do some investigations:

***, *** and ***

NB: ****It's common for a fingerprint sensor to become less sensitive over time, and when the outer enamel of the sensor begins to chip away, this can hugely affect the sensitivity, to the point where it simply cannot recognize your fingerprint anymore. Water damage, cracks, and other factors can also cause this.

I will post this on Hello Peter! On your FACEBOOK PAGE

I want people to know what a BAD EXPERIENCE I RECEIVED FROM MTN.