More than Six Weeks and Still Unable to do a Simple Handset Upgrade

I would recommend that anyone considering a cellular service provider should avoid MTN like the plague. I have had a contact with MTN for more than 20 years, and the service levels have plummeted over the last few years.

I have been trying to do a simple handset upgrade since the 18th of October 2023, As of today, the 29th of December, SIX WEEKS LATER, to the day. MTN has been unable to upgrade my handset. A summary of the situation is as follows: • I called in to MTN on the 18th of October to arrange a device upgrade to the Samsung Galaxy S23FE a few days before my existing contract expired • I was informed that there was no stock of the device, although other MTN departments apparently did have stock • I expressed concern that I did not want to lose my current data package while I waited for availability of the Galaxy S23FE • I was advised by the MTN agent to change my contract to a SIM-only contract as the best way to avoid excessive data charges after the contract expired - this turned out ot be incorrect advice • I had never intended to downgrade to a SIM only contract but I did indeed agree to this as it was what was recommended by the MTN agent – the agent however did not explain to me that this would be considered as my device upgrade, otherwise I would never have agreed to the SIM-only deal • I was then in a position where my upgrade was showing as only due in 2025, meaning I could not do the device upgrade I requested without being penalised • I was informed by an MTN representative that my “upgrade” to a SIM-only contract would be reversed so that my device upgrade could be processed. This took weeks to resolve, but was eventually completed showing that I was now due an upgrade. • Unfortunately it then proved to be impossible to do my my device upgrade, since the system gave an error when MTN tried to process the upgrade, • This is still ongoing, and as of today, SIX WEEKS later, MTN is still unable to process my upgrade. • I have called MTN dozens of times, and spoken to many people who always try to process my device upgrade and experience the same system problem, but are unable to get the issue resolved. There seems to be no way to get past the 135 call centre to speak to a manager who can actually resolve the problem.