“I’m not gonna help you if you don’t lower your voice”, Said Similo Mazibuko of MTN Cresta

I have experienced horrible service but nothing that compares to MTN Cresta. After my employee lost a phone and I got a sim card on Sunday and started the sim swap process, on Monday, I installed the sim card in the phone but it didn’t work. The employee called and she was informed that the phone is under a business contract (which is incorrect because the phone was migrated to prepaid on 21 October 2023). I then went to MTN Cresta and Similo Mazibuko checked and confirmed that indeed the phone is under prepaid and I must call business retentions department to assist me with a sim swap.

I called the business retentions and after 22 minutes on the phone they transferred me to the Prepaid department who transferred me to Customer Service who then transferred me back to the Prepaid department. At this point I had spent more than 1 hour on the phone. Then I asked the lady on the phone to speak with Similo Mazibuko because the contact centre agents keep stating that the phone number is under a contract.

When Similo Mazibuko spoke with them she stated to the Contact centre agent that she instructed me to speak with the business retentions people to assist me and that the contact centre must transfer me to them. That’s when I intervened, with a raised voice, and stated that I have called the business retentions department and I was given a run around until I asked the Prepaid department contact agent to speak with me.

It is at this point that I experience something I hope no human being ever gets to experience from their service provider. She looked at me with a shmug of a smile and told me that: “I’m not gonna helo you if you don’t lower your voice”. I asked her, “Are you saying that you’re not going to assist me?”. She reiterated the same words 3 times until the contact centre agent asked Similo Mazibuko to give my phone to the Manager.

That, ladies and gentlemen, is what you can expect from MTN Contact Centre Agents in all departments. Now my employee cannot interact with our clients because she doesn’t have a phone. And I’m hoping by some miracle the Supervisor from MTN Cresta can sort this out because Similo Mazibuku is ”not gonna help me until I lower my voice”. I am now in the process of cancelling my remaining contract with MTN. This is despicable.