Insufficient or lack of product knowledge.

I'm appalled by the lack of product knowledge both "service champions" and managers have at the MTN Contact Centre.

Today I called MTN to enquire about a "MTN Data Only" SIM card I purchased from Axxess.

I spoke to 2 different SCs and their manager and all 3 calls ended without me getting an inch of assistance.

I explained that I do not have a contract with Axxess, as they don't do contracts... It is a month to month basis. If you pay, you get data, if you don't pay, you don't get data. I also explained because it is a data only SIM card, it does not support any USSD or prepaid functionalities and that it doesn't have a cell phone number, or at least it is not provided to us upon delivery of the SIM card. THEY DID NOT UNDERSTAND. They weren't even clued up about the Fixed LTE data SIM and router deal they have with Axxess. They didn't seem to know about Axxess at all!

When asked who would be able to assist with rectifying and error MTN made regarding the provisioning of the SIM card, they didn't know where to direct my call.

I then spoke to the manager, I stand corrected but I thinj his name was Luyana. He didn't understand a damn thing either! When asked if he ould transfer me to the relevant department, he said he'll be transferring me to the contracts department, after I said I don't have any contract or agreement with MTN directly.

He placed me on hold while doing the transfer, only to come back and say he is unable to transfer the call. When asked why, he said "... managers are not able to transfer. " What BS is that even? He then said the agent would be able to transfer me and I asked so when I asked the agent to direct my call, why did he not? He said he doesn't know and asked if I could call the call centre again and ask to be transfered.

The service was pathetic! I got no assistance whatsoever! Train your people accordingly! Ups**** their product knowledge.