Mortifying Service

<p>Good Day,<br /><br />I am horrified at the service I have received from MTN over the past 36 hours. For a company I had thought to be reputable and friendly, I've completely changed my opinion.<br /><br />My mother (a loyal MTN subscriber since 1997) had made a payment arrangement with MTN and the SMS was acknowledged. She then went into hospital and underwent surgery - during which service was suspended to the two mobile phones on the account.<br /><br />Having setup the MTNActive/MyContract portal on the account, I logged into the service, discovered the outstanding balance and paid the amount owed - expecting that the service would be resumed shortly afterwards (This being an ABSA bank to ABSA bank payment). Later in the day, I became concerned that the service would not be resumed and attempted to make contact with MTN, asking them where I could send a proof of payment and have the account unsuspended. <br /><br />This was when I experienced the worst service ever. I found that I received snarky replies from the Social Media Team on Facebook (they bluntly informed me I wasn't the account holder and then no longer rep**** to me), I called the call centre and a kind gentleman gave me an email address to send the proof of payment to - the response from the email was that my query would be attended to within 8 hours - I'm still waiting...<br /><br />I understand that MTN has safety measures in place to protect their clients, I merely wanted to assist my mother, who was without communication in hospital and have the account settled. If she was able to move, she would have done this herself. (FYI - The phones still aren't connected and payment was made almost 36 hours ago)<br /><br />MTN, you've lost my vote of confidence in you and I'll be looking to move these contracts to another provider as soon as their 24 month period is up. Furthermore, I'm an IT adviser by profession and won't recommend MTNs products any further. I'm extremely disappointed - your team certainly made a ladies National Womens' Day very hard and unhappy to deal with.</p>