Failure on all levels

On the 4th August 2017, I received a call from a gentleman who introduced himself as calling from MTN. He then proceeded to complete security, asking for my pin which is what usually happens when I call MTN directly. The gentleman then proceeded to give me options for my contract as my upgrade was due. The deal on the P10 was really good, better than in store, so that is what I settled on and choosing the color and selecting the delivery address as I had to be present to accept the handset.

The only communication I received after that was a text message to confirm I have been successfully upgraded. I then proceeded to make calls to enquire as to where the handset was and that has been a stressful and tiresome process. Calls were made to MTN, only to be told it was taken out through a third party and that begs the question as to why they had my details. Is MTN sharing customer details with other companies?

A very interesting conversation took place with one of your agents and "manager" on the 24th August, where your agent told me that "it's not like it's alot of money" when I told her that MTN is the one taking my payment via Direct Debit. This I found very insulting because to me it is alot of money. I then requested to speak to a manager as the agent didn't seem to want to help and the "manager" was not much help either. The manager advised me that it was done through a third party and I would need to speak to them in order to resolve my query. Why should I be the one making all the calls and effort to find out when it will be delivered when the gentleman misrepresented himself by stating he was calling from MTN? The manager then put the blame on me by saying "you were the one that took out the contract". I was understandably not happy with this response as you can imagine. Due to receiving no help and only insults thus far, I requested a call back from an operations manager.

Later that day, no call was receieved but I did receive an email from the "manager" advising me that I would need to speak to DSV as they would have the answers I am looking for ( that was written in the email). Where is the customer service? Why is nobody taking ownership, since it was done via MTN, why am I the one doing all the enquiries?

I did contact DSV, however they had no record of it. I then proceeded to contact the third party, Summer Mobiles and was advised that should I want to cancel the upgrade, this would take 3 working days as it was with MTN. I decided to just wait as the following week I would be on leave.

On the 30th August, with no contact from anyone to advise when I would be receiving my handset, I contacted MTN and requested to cancel the upgrade however was advised this would not be possible as they needed the tracking number and couldn't find it. I called the customer service number and requested that the upgrade be cancelled that day as I was done waiting as I wanted to go in store and would rather pay the higher price for the handset, however that conversation didn't go much better. I requested to speak to a manager and the call was handed over to the "manager" I spoke too previosly, who I now know is not a manager but an escalation agent. I requested to speak to an actual manager and he wasn't much help either. When I requested to speak to his manager, I was told that he would send an email. I again advised I wanted to speak to the operations manager and was then told the operations managers are not in the same building and that he would send an email to request I receive a call back, which to this day I have not received.

I have made numerous calls after that to DSV, Summer Mobiles as well as MTN. On the 29th September, I requested the transcript of a call as to be honest I am through now and was told I would receive it within 48 hrs, no transcript received. This was requested on my second call for the day as the first call the agent said he would call me back immediately as he couldnt hear me, no call back as has become the normal.

I made another attempt yesterday and told the agent that I want to cancel my contract with no termination fees and was advised she would send an email and it would take 5-7 working days to cancel the upgrade. They would need to investigate first. So MTN is willing to investigate when it affects them financially but not when it affects their customers financially. My payment was taken with no problem, except to me.

I again requested to speak to a manager and was asked why I wanted to speak to a manager. I told the agent I wanted to speak to the manager about the service I have received thus far and was told to hold, which I did for a few mins before she dropped the call.

No help offered. No ownership. No empathy. Disgraceful service.

I am still without my phone which nobody can tell me when I will receive, 2 months down the line.