Losing confidence in MTN

I have been a customer of MTN on various contracts for more than 10 years. When the service is good it really is. I am happy for most part of it, and have recommended MTN to friends and family all of this time.

The problem is that when you have a problem, I am left with a declining confidence. Usually I would rate 5stars, but in the span of a few months, it seems like whoever I am dealing with at MTN is not truly interested in resolving the problem.

over the past 2 weeks, our internet (and sometimes voice service) has been down and it only works intermittently making it really impossible to use the data connection. The signal has evidently dropped, and since 2 or 3 days after we realised that it was an issue, I alerted the MTN SA Service team on twitter. They do respond, albeit slow, but i find it extremely hard to believe that nobody from my phone service provider can actually make a phone call and provide a resolution.

I was told to call the coverage team, who opens a ticket, yet closes the ticket after the call as if the agent provided a resolution. If all you did was inform me that engineers are doing work on the tower which I am connecting to (confirmed by two separate agents), and that you cannot give me a completion date for the work and loss of service, then that doesnt mean you have resolved my query / issue.

Its been back and forth between MTN on twitter and the coverage team and eventually I walked into a store, only for the agent to once a gain tell me that they cannot help me as I need to call the coverage team on a monday. In my opinion, there should be a 7 day a week service for network coverage and technical issues. Back to twitter, I was told I need to complete a form, which I did.

I also find it strange that each time someone speaks to me on the same message thread on twitter, they ask me what is the number affected??? Are agents not trained to read , and scroll up especially if a customer says they have been in contact for the past 2 weeks? Eventually the last person I spoke to said they have logged a ticket *** and escalated it to the relevant department who will contact me and help accordingly.

I received this response to the form Ive completed : Good day Faheem, There are no issues observed on the serving cell and site/tower. Kind Regards, Shereen Kganyago MTN SA Reference Number: ***

This person didnt seem to care to offer any sort of resolution, not even passing the buck onto the next department. The same department has now negated what two previous agents told me on separate occasions, that the tower at the sports field is being worked on by engineers.

I will now have to wait and see if someone will really call me to explain what they are willing to do to fix the problem, and if not, I will expect to cancel the (non-service) service without cancellation fees, and also expect to be compensated for the time the service was not working.