Mncedisi Ntuli a star

Brilliant service

I don’t even know where to begin. I had taken out an additional cellphone contract with MTN Direct end of April. I was assisted by Alicia with the application. The application got approved and in no time my device (Apple IPhone 8 Plus) was delivered at my house... and so the problems began. The new contract number was officially registered with MTN on the 8th of May 2018 but the LTE 30GB promo bundle wasn’t loaded and I had not been sent the copy of the contract by Sales agent Alicia.

That’s when my long exhausting communication with the call center started, I called to enquirer about the 30GB not loaded and also not receiving copy of contract. I was transferred from one department to the next, each giving SLA that weren’t met. For every SLA given that passed I called to follow up and I was given the same old responses. Some agents I dealt with along the process even advised they will send Alicia (who was responsible for the sale transaction) to call me and assist as I was told she’s the one who was supposed to load the 30GB and send copy of contract at point of sale but of course she never did call me back not even once. Not impressive of her.

I was eventually sent a copy of my contract by another agent a month after I’ve had the device with me. Fast forward to 2 months later still waiting for the 30GB query to be resolved. Failed SLA after failed SLA, agent after agent, department to department with no solid way forward. A tedious process for something as simple as a promo bundle.

On the 10th July 2018, annoyed and frustrated as I was I called yet again to follow up with the reference I’ve been given ( 1- ********** 7536 ). A lovely gentleman Mncedisi Ntuli from the MTN Direct department was patient enough to understand my query and all the hassle I had to endure in the past two months trying to resolve the matter. He offered to take this matter upon himself to find a resolution as prompt as possible and this young man did just that. He kept to his word of escalating the matter and following it up until a resolution is established. He did what all the other agents dismally failed to do in one day. I finally received the 30GB and it is truly all thanks to this star Mncedisi Ntuli. He even called me back to advice it has been sorted, first agent to do so since I logged the query. He deserves to be recognized for such a job well done and going all the way to be of assistance. Give that a bells.