Horrible Service from Manelisi Booi of MTN Customer Care

I am a UNISA student, I used my sim card for the Student Connect contract between UNISA and MTN. On Tuesday evening I bought R150 airtime on this very sim card that has been active since 2019, I bought a promotional "Work from home" bundle for R149, received 10 Gig Day, 20 Gig Night and 100 minutes. (to expire 17/09/2020

To my surprise on Wednesday 19/08/2020 morning my sim card was not working, the error I got when I made calls was that my sim card has been "Rica Barred" and I need to visit an outlet. - That was done.

To my surprise after I registered the sim card with Rica, when I inserted the sim into my phone, there was no data, and no minutes (19/08/2020). I called MTN customer care for clarity and was assisted by Manelisi Booi - 21:59 PM, to say the least, the gentleman was very unprofessional, unemphatic, very rude to say the least; he did not listen to me and was very quick to make assumptions about my call. He kept on muting the call so I couldn't hear what he was saying in the background (I'm guessing he was swearing at me).

I am a frustrated customer who just lost R149 down the drain, the last thing I needed was a rude and *********** agent to talk to me in an ill-mannered way. He kept on putting me on Hold, without explaining why, as far as I know he needed to explain what next step he was going to take and why he put me on hold without me having to ask first.

He gave me this reference number: FMC-*** at the end of the call when it was clear he just wanted to dismiss me, and said I will receive feedback within 24 hours, which has not happened. Out of a call that lasted 20 minutes and 25 seconds all I got was pathetic service, more frustration, a bad attitude and a lot of unanswered questions. He also said I must call back in 24 hours if there is no feedback, but I find myself not ready to deal with the same attitude if MTN agents are this rude and not willing to assist.

I still need to understand why I was inconvenienced to go into a store when shops close at 5PM and I knock off at 4PM. Why must I Rica a sim card twice? Why was I not reimbursed a portion of my airtime rather if my sim card being converted from Student Connect to prepaid meant I lost out on the benefits of Student Connect. I was allowed to buy the data bundle without fair warning that I stand a good chance of loosing it all in a few hours.

So MTN gains money from me, I lose and gain bad service from Manelisi Booi?

Has Manelisi not been trained on Customer Service? Does he not know Batho Pele principles? Manelisi is a representative of the MTN brand and he has tarnished the "Bozza Network"'s reputation. From the service I received, I am convinced MTN does not care about their customers, whether prepaid or contract, I am still a paying customer and deserve better service.