MTN app upgrade dissatisfied service.

Extremely disappointing service from MTN

I am extremely dissatisfied with the way MTN has handled my phone upgrade. I have now been waiting three weeks for my phone, and what should have been a simple upgrade has turned into an exhausting back and forth between MTN and the courier.

We contacted MTN and clearly explained the situation. We were advised by MTN to change the delivery to a manual collection, so we followed their instructions. The following day, however, MTN contacted us and was completely unaware that we had requested a manual collection. The request had apparently never even been processed.

We then had to contact both MTN and the courier ourselves, repeatedly trying to figure out what was going on. The courier told us that they do not do manual collections anymore, while MTN continued telling us that they do. At this point, we were receiving completely conflicting information from the two companies, with neither side taking responsibility for resolving the issue.

My mom eventually told the MTN representative assisting her that she expected to hear from their manager or supervisor by the end of the day. Nobody called her that day, and nobody called her the following day either. No update, no explanation and no follow up.

I understand that deliveries can sometimes experience delays, but the biggest issue here is the complete lack of communication and accountability. It is not the customer’s responsibility to constantly communicate between MTN and the courier. MTN chose and works with the courier, so it is MTN’s responsibility to communicate with them and resolve the issue.

Three weeks of waiting, contradictory information, unprocessed requests and no proper follow up is completely unacceptable. I am extremely disappointed with the service I have received and honestly expected much better from MTN.