MTN Business Customer Care - Gross Incompetence

I have been a MTN Business customer with two contracts for over 20 years. This is by far the most *********** service I have experienced from the MTN Business team in all my years as a customer. If you are considering signing up for a MTN Business contract, seriously reconsider the other mobile providers as more competent options. MTN Business Customer Care has shown a total lack of accountability and ownership of my problem and provided absolute dismal service.

My issue started in January 2023 where the contract bundle allocations were drastically reduced for both my numbers. The contract allocation shortfalls have been acknowledged as a problem by six MTN Business Customer Care consultants since February 2023 yet is still not rectified. All six consultants escalated the issue to various MTN departments as they were unable to resolve the problem. Four reference numbers were provided in the process. To date the issue has not been resolved or rectified– even after SIX escalations.

My problem in more detail: I upgraded two business numbers to the 24 month Made for Business MC contract in February 2022. The contract allocations were listed as 250 minutes, 4.5GB data and 700 SMS per months for the duration of the contract.

For the remainder of 2022, I received: 900 minutes, 6.5GB data, 1200 SMS, 500 MMS and a recurring CUG.

As from the 1st of January 2023 the allocation for both business numbers was reduced to: 200 minutes, 1.5GB data and 200 SMS.

My monthly statement has remained unchanged since the inception of this contract to date even though the contract allocations have been reduced. My attempts to resolve the shortfall in the contract allocations were as follows:

On 9th February 2023 I contacted the MTN Call Centre and spoke to Patrick. Patrick confirmed that MTN were aware of this problem with certain customers not being allocated all benefits of their contract and it would be rectified. The matter was escalated to the support team. The reference number provided: ***

No feedback was ever received and the bundle shortfalls continued over the new few months.

On 30th May 2023 I mailed *** as no feedback was received from the call logged with Patrick on 9th February 2023. Reference number was provided by an automated response : 4ed4eab3-dcf5-493c-8b50-8ad32d68257d

On 31st May 2023 I received a response from Aadil. The feedback – ‘the issue has been escalated to the network team as I am unable to load the bundles’.

On 6th June 2023 a follow-up mail was sent to businesscustomercare as my new contract allocations received earlier in the day were still short / incorrect.

On the 7 June 2023 I received a response from Azukiswe. The feedback - ‘The issue has been escalated to support, immediately when we get feedback we will revert back to you’. The refence number provided - Trouble Ticket#: REQ***

On 14th June 2023 a follow-up mail was sent to businesscustomercare as I had received no further feedback.

On 15th June 2023 I received a response from Busisiwe. The feedback – ‘the escalation has been send to our support team to urgently activate promo bundles on the network’. No reference number was provided.

On 4th July 2023 a follow-up mail was sent to businesscustomercare as I had received no further feedback.

On 6th July 2023 a follow-up mail was sent to businesscustomercare as my new contract allocations received earlier in the day were still short / incorrect.

On 6th July 2023 I received a response from Yongama. The feedback – ‘It has been escalated to one our support teams to further assist with loading the promo data on the network. Once feedback is received, we will revert back to you/. No reference number was provided.

On 14th July 2023 a follow-up mail was sent to businesscustomercare as I had received no further feedback.

On 18th July 2023 I received a response from Azukiswe. The response - ‘ I have escalated to iLula Support and they could not assist as the lines where migrated from EPPIX to iLula and we have escalated now to billing ops team waiting their feedback’. The reference provided - Work order ID: WO***.

Today is the 2nd August 2023 and I have still had no feedback, response or resolution on this matter.

I have given up dealing with the Business Customer Care team as they merely escalate the issue which seems to be a run-of-the-mill action in their books.

I had hoped for better service but its blatantly obvious that the MTN Business Customer Care team are no longer committed to customer relationships, just collecting their monthly payments.