MTN - “Brightening up your day” ... Maybe not

Dear MTN South Africa,

"How can we BRIGHTEN up your day" is a phrase that I’ve heard during my numerous engagements with the MTN call centre over the past month. Sadly, however, my experiences in dealing with your organisation, has left me with the opinion, that you are incapable of “brightening up” anyone’s day. So, here’s some background. I began experiencing issues with the SMS capability around the 23-24 August 2018. I proceeded to the MTN store in Gateway on the 25 August 2018, to have the issue resolved. After applying a few setting changes, which failed, I was informed I need to contact your call centre (185), for further assistance. After 3 calls, and trying everything from changing the message centre code, to punching in various USSD codes, to shutting down the phone, to putting the SIM in another phone, there was still no luck. I was told to go back to a store to have the phone checked out. Seemed a bit odd here. The store told me to contact the call centre and the call centre told me to go back to the store. Anyways, I went back to the store the next day (26 August 2018), shared my experience with the consultant at the store, and a ticket (1- ********** 1846) was logged to resolve my issue. I was told that the turnaround time to resolve the issue was 5 working days. I was contacted on the 27/28 August 2018, by someone in one of your technical departments, asking me to restart my phone after a certain period. I obliged with no luck. I was told that she would not be able to assist any further as everything looked fine on her side, and that the call was transferred to another department. Since then, feedback and communication has been appalling. I've called the call centre over 5 times (you can verify this on your records), with no luck. I've been told that the issue has been escalated at that the turnaround time for that escalation is 24 working hours. I must commend you guys on knowing your turnaround times and SLAs off-hand, however honouring this, is a different story. I called the call centre once again on the 11 September 2018, and requested to speak to a manager. I shared my experience with Nerisha (call reference ********** 78), and I was promised to have some feedback the following day. Three days have passed, and no call, no email, no sms. I guess I was expecting too much. Seeing that I'm obviously not valued as a customer, I would like to cancel my contract with MTN and have the last month’s premium reimbursed as you obviously failed to deliver a service that I pay for. I will gladly move over to service provider, who value their customer’s, more than you do.