Making their problems mine and not fulfilling their promises.

On Saturday I upgraded my son's phone at MTN Bayside and did a sim swap. By Sunday, the sim was still not active so we went back to the store. I explained to the store assistant that I urgently need the line activated because my son works shifts and this is how his employer contacts him.

When the assistant, Llewellyn Saunders opened the sim tray, the bracket snapped off. He insisted that he didn't do it, even though I saw him do it (I'm sure it was completely by accident). I then asked to speak to a manager but there was no manager on duty and the manager would not answer his phone after I eventually got Llewellyn to give me the number (if that even was the manager's number). After waiting for 40 minutes for the manager to return my call, I complained on Facebook and on Twitter and over the customer service line. I was told that I need to go back to the store on Monday (today) - which is highly inconvenient because I work in town.

I wouldn't have had to go back on Sunday if they'd done their job right. And now I am told to come back a third time. Why am I being inconvenienced because the store salesperson "can't make any judgement calls and must wait for his manager"?

I was promised on Facebook messenger and on the call to the customer service desk that I would be called today (Monday) by a regional manager who overlooks the western cape stores. It is now 21:00 and I have had no phone call or contact from anyone at MTN - so much for 2 promises not kept! PLUS the sim card is still. not active!!!

I have been a loyal MTN fan for many years and even worked for MTN at one time. I am horrified to see how poorly the customer service has become. We used to be proud to wear yellow and represent the brand. Now I just want to port all 3 of my contracts to a different network - where people actually care about their customers.