Inadequate service received at MTN branch, Shop , St Georges Mall

To whom it may concern

I have recently taken out a contract with MTN for an IphoneX, which has subsequently been ****** and the cellphone was not insured. With the preceding in mind, I contacted MTN regarding a new phone, I completed the relevant documentation and submitted it as required (approximately 4 weeks ago). I have not received any feedback from MTN since the submission of the required documentation. I have been going to the store on a weekly basis to find out if my new cellphone has arrived with no success. I have been leaving my contact details with the sales consultant in order for them to contact when the cellphone has arrived, however, I have not received any feedback in this regard. The sales consultant always advises that it is within the next week or they have system issues, or he will call but never does. Today, 14 September 2018, I went back to the store to inquire about my cellphone and was treated with discontentment. The sales assistant told me that the cellphones have arrived but it has not been loaded onto the system. He was not helpful at all and was busy with his personal cellphone while attending to me. In addition, he requested my contact details once again. I informed that I gave to him my number with every visit and he because aggressive and abrupt. As a client facing employee, I think that that kind of behaviour is unacceptable and does not serve in the best interest of MTN, and does not contribute to the retention of MTN clients. I have been waiting for about a month, for my new phone, and I am still paying the contract, but I have not received the new phone. I am not impressed with the service received and I am considering cancelling my contract with this service provider. I would like to recommend that MTN provides client facing employees with the required training to deal with customers to ensure that these kind of situations do not take place.

I trust that the matter will be resolved urgently and that I will be receiving my cellphone shortly. For more information, you can contact me at the following number(s): ********** 809 or 021- ********** .

Kind regards Sinazo Gacula