MTN BACK OFFICE "NON SUPPORT."

I am writing to express my severe disappointment with the service I received from MTN BACK OFFICE "NON-SUPPORT" CENTURION on the 07/10/2024 and 08/10/2024. My son and I wanted to change from our existing "Pay-as-you-go" to MTN Contracts.

We received exceptional service from the sales consultant Shanelda Marnies at the Norwood Mall Branch. This lady is exemplary in her field and deserves a medal! She was professional, kind, provided wonderful advice and did everything within her power to assist my son and myself. The issues lay with the MTN BACK OFFICE "NON-SUPPORT" CENTURION.

We encountered several issues that left us frustrated, angry and disappointed with MTN BACK OFFICE "NON-SUPPORT" CENTURION.

ISSUES:

1. Unhelpful customer support: We spent THREE hours inside the store on the 7th of October and an additional TWO hours inside the store on the 8th of October without resolution. Because of the MTN BACK OFFICE "NON-SUPPORT" CENTURION. 2. Details required: I provideded 6 months of bank statements, Drivers License, ID, Payslips, Account details, COJ accounts, Woolworths account details and all that was requested. My credit score is excellent! No judgements. No late payments. ONE contract was approved! The second was not as I was requested to provide my medical aid card! This is after all was initially approved! 3. System inefficiency issues: Shanelda Marnies experienced frequent disconnections and slow system speeds. She had to start the process over and over. 4. The MTN BACK OFFICE "NON-SUPPORT" CENTURION were confused as to the reason why the amount stipulated on the documents with my NETT salary were different to the payslip which showed the GROSS salary.. Do they not know how a salary slips works? And what the difference between NETT and GROSS are?

I have subsequently cancelled my application for a contract with MTN and will go to another service provider for my contract! I expect a higher level of service from MTN. I hope you will address these concerns promptly.

Please be so kind as to respond.

Thank you for your attention.

Sincerely,

Wanda Sher (Mrs.)