Incompetence of MTN consultants

I have been a loyal customer for several years, however, I am highly dissatisfied with the service that I have recently received.

I have been sitting with the same problem (unable to purchase data on my phone) for a couple of weeks, despite numerous calls and speaking to consultants who gave me the runaround, none were able to assist, others dropped the phone, others pretended to help, and others were just plain ***********, to say the least.

On Monday, the 7th of October 2024, I decided to go physically to an MTN store, thinking that this would resolve my issue, however, when I got there, they too just contacted the call centre. I then spoke to a consultant, who advised that my ticket was logged incorrectly on the system and that she needed to log a new one. She then advised me to call again on Wednesday whereafter I requested her to sms me the reference number.

On Wednesday, the 9th of October 2024, I decided not to call, based on the disservice I received, I lost confidence and decided to give MTN one more day in case the issue still hasn’t been resolved.

Today, the 10th of October 2024, when I called, for the first time, I was informed that nothing had been done regarding my issue and that I would be put through to another department in order for them to explain to me. While I was waiting on that, my call got ended.

I then called again as soon as that call got dropped and spoke to another consultant, who was unable to locate my reference number (SMC/***), indicating that the system shows it does not exist. I then requested her to double-check, and she then placed me on hold whereafter the call got cut again.

Again, right after that, I called and spoke to another consultant who didn’t feel like wasting their time on me and then cut the call.

I then continued to call but for some reason, my calls couldn’t go through again. I challenge MTN to check their systems to corroborate this since they confidently claim that “all calls are recorded”.

I called again soon thereafter and got “lucky” when I spoke to a gentleman, who seemed promising at the beginning where he was able to locate the same reference number (SMC/***), that his colleague could not locate a few minutes earlier.

He then proceeded and requested to call me back on another number, which I gave him in order for him to assist me with my problem since the phone I was calling from was the one with the issues. He then called on the other phone and then for some reason, I was put through to someone else and was unable to locate him. He also never called me back, despite having my number in that regard.

As I am writing this review, I am utterly appalled by the service and the incompetence of MTN. No one was or can give me feedback and the problem remains unresolved.

As mentioned previously, I have been a loyal customer for several years, however, today MTN lost a customer, not that they care it seems because they have many. However, if they continue providing a service in this way, they will be left with no customers.