Formal Complaint Regarding Poor Service from MTN

Dear Hello Peter Team,

I hope this message finds you well. I am writing to express my deep dissatisfaction with the service I have received from MTN, which I believe is unacceptable, especially given my status as a loyal customer with three active accounts.

Last night, I encountered significant issues with my Wi-Fi connection, which was extremely slow. I attempted to purchase a speed upgrade through the MTN App but was unable to do so. In my desperation, I called the MTN contact center twice for assistance.

During my first call, the agent advised me to reboot my phone for five minutes and try again, which I did, but to no avail. On my second call, the agent assured me that they would log a case for me and provided me with the following case number: Req *** / SR ***. She mentioned that the turnaround time for resolution would be 30 minutes. However, to my astonishment, the case was closed at 20:51 without any follow-up or communication from MTN.

As a loyal customer who has even referred colleagues to MTN, this experience has left me feeling undervalued and frustrated. I expected better service, especially during a time when I needed urgent assistance to submit an assignment.

I kindly request that this matter be escalated and addressed promptly. I would appreciate a response detailing how MTN plans to rectify this situation and improve its customer service moving forward.

Thank you for your attention to this matter.