It's not you - it's me?

<p>I would love to write a Dear John letter but I'm afraid that nobody in your organisation will be able to understand who John is. My contract expires today. After 7+ long and exhausting years with you, I finally have decided to leave. Would you like to know why? Of course you would because every single retention agent that I've spoken to has asked me why...as if I am in any way obligated to tell you. But it's your lucky day MTN, I am going to tell you why this relationship just isn't working.</p> <p> </p> <p>I'm going to give you a simple analogy to summarise my experiences with you - try to keep up okay? You are like my 8 year old daughter. While I have no issue with my requests being dealt with eventually, it is the process that I have to endure until I actually get what I want. For example : I want my daughter to brush her teeth before bed, I have to tell her atleast 10 times (in different ways each time) to do it. By the time she eventually does it, I am absolutely furious because it's almost like she was paying no attention to me the entire time that I've been speaking. Now, I am going to give you the actual encounter that I have had with one of your consultants (Nomusa Cossa - call ref: ********** 00). Upon visiting your website to make sure that I knew what the cancelation policy was and didn't call in and ask questions that I could find the answers to online, I found this : "Call 808 from an MTN number or ********** from a Landline or non MTN number, alternatively you may send your request via e-mail to: ********** (Estimated response on emails between 3 to 5 working days). It is also important to note that there is a minimum of 30 days’ and maximum 90 days notice before the term end of your contract." This was very self explanatory and I called in on 2017-05-12 (more than a month before my contract was expiring) and the **** began. This girl told me that the 30 days notice is only applicable if I were to request the cancelation in store as they then send it in writing (***eon perhaps?). I made it explicitly clear that I wanted to make sure that my contract was cancelled on the 2017-06-27 and had to intention of keeping the number. I then asked her to email me exactly what she just told me because obviously I was extremely sceptical of the contradicting information between her and the website. After she gave me a LOT of attitude as if I was asking her to give me her blood sample, she emails me the following: "</p> <p>Good day</p> <p>Your call refernece number is ********** 00<br /> Please call mtn on the end termination date of your contract which is on the 27th of June 2017 to cancel your contract.</p> <p> </p> <p>Her inability to spell the word reference fuelled my already high scientism. I forwarded her email to customer care asking the very same thing, someone to clarify whether the website was wrong or whether this girl was smoking a bad batch of something. I was also kind enough to provide the actual weblink to where the 30 days notice bit was on the website. Enter Thobeka Maya... I doubt she read my email at all. She literally asked me to call 808 and speak to someone in the retentions department. After exhausting myself trying to actually get a proper response from this girl, I gave in and was going to trust Nomusa. WHAT A BIG MISTAKE THAT WAS! </p> <p> </p> <p>I called in this morning, the date that my contract expires (I know because I set an alarm on my phone to make sure I wouldn't mess this up. After being hung up on 4 damn times, I finally speak to someone in Retentions whose name I didn't get - even on the second time that I asked her to repeat her name. She was all kinds of moody with me... at like 10am in the morning! She then tells me that I need to give them 30 days notice to cancel my contract. I LOST MY MIND! I explained to her that this was the exact same thing I phoned in over a month ago to request and the girl didn't do it because she said that I don't need to wait. I even mentioned the email that i received confirming what Nomusa said. This agent didn't give a flying hoot about what I was upset about and literally just repeated the 30 days notice thing. THIS IS ABSOLUTE NONSENSE!!!!!! How on earth can you employ people who have no idea what they're supposed to be doing?! I have had endless issues with you people and nothing was ever done about the UNNECESSARY frustration that was caused to me (and millions others probably). You are by far the worst customer service provider in the history of customer services.</p>