MTN = 0 customer care

A stores error is now my problem?

I took out a contact in the beginning of May the wrong package was loaded in error and rectified once I pointed this out the following day.

I went overseas and upon my return noticed that I had lost my SIM card, went into stores to get a sim swap and they were unable to assist as the correction of my package was still pending one month later. They said they would escalate this from their side as only the call centre could assist.

I called the call centre the next day (Monday morning) to follow up on this issue and try and get it rectified as I need my phone for work. I was advised that it was escalated to management after my call.

I called back early this morning to follow up on this issue as I would like to go and get a sim swap ASAP. I was advised that they cannot pick up any notes or actions on my account and that they would escalate it from their side.

I phoned back this afternoon to be pushed from pillar to post, only to find out that their systems are now offline and are unable to assist.

I called the store that actioned this in the first place and they notified me that the person who actioned it is the only person who can rectify it. He is on leave??

Where to next MTN? One month into a contact and I’m very worried about the balance of it.. I’m paying for a service I cannot access?? I’ve had to buy a new SIM card to be contactable.

This is unacceptable