Extremely terrible customer service
On the 4th May 2023 I spoke to a consultant at MTN direct who advised me that it would be possible for a early upgrade. This is a data contract and the consultant advised that there would be a fee of R389 that would needed to be paid in for the upgrade to be done, the amount is to be paid in 3 instalments taken with the new debit order amount. I did agree with this and we proceeded to upgrade to the Huawei Nova 10 pro silver, which was confirmed that they did have stock. On the 9th of May 2023 I received a call from the delivery department to confirm the address for the phone to be delivered to and was asked to have the relevant documents on hand for delivery to take place on the 10th between 11am and 12pm.
I did not receive delivery on that stipulated date nor was I informed why delivery was not made. I then called MTN direct on the 13th and was advised that the application was cancelled. I was not informed as to why it was cancelled nor was I allowed to speak to a manager or team leader regarding this unprofessional pathetic service and run around that I was receiving. The consultant then advised that there was enough stock and that I should do a reapplication as everything was approved and there was no valid reason for the application to be cancelled. The application was done again on the 13th of May 2023.
On the 16th I then received a call from the delivery department and was again told that delivery will be done on the 17th between 11am and 12pm and relevant documentation should be on hand for DSV courier services.
On the 17th at 9:43am I called to confirm the time of delivery as I needed to go out of the office and I was advised by Tebello at DSV that the delivery was cancelled by MTN at 15:51 on the 16th and no explanation was given. I then called MTN back at 9:53 and was told that I need to contact the company that it was outsourced to.
I called Mobile plus at 10:11 and spoke to Nondumiso Duma who was EXTREMLY unhelpful and had no idea whatsoever on what was going on. According to her the delivery was not cancelled and I would still be receiving the phone today. When I explained to her for the second time that I have confirmed with DSV that there will be no delivery I was then told that there was nothing that she can do. I then asked her to place me on hold and call DSV and confirm that with them, she advised that this cannot be done as she is only allowed to email them. I then asked to speak to a team leader or her manager and was told that her manager is in a meeting and I will not be able to speak to anyone in a higher position than her regarding this issue. She then went on to say that her manager is busy and comes into work and has work to do and she does not know when I will receive a call on this matter. She claims to have sent DSV an email to confirm cancellation of delivery but refused to provide the email address that this was done from or the email address which it was sent to. I then again asked for a manger to call me back.
I called DSV at 10:40 and spoke to Irshaad who again confirmed that the phone is with DSV but they received instruction from MTN shipping NOT to deliver. He also confirmed that there was no email sent from Nondumiso or any other communication received regarding this delivery. Only the cancellation request received yesterday at 15:51.
I then called MTN cancelations and spoke to Tashni who placed me and hold and then transferred my call without even informing me as to which department or why I was been transferred. I was then placed on hold for 23 minutes and was eventually cut off. It has now been 3 days and no attempt was made from either of these companies to even contact me and explain or apologies for this terrible service