MTN CENTURION - TREATING CUSTOMERS BADLY

Good Day

I will skip past the 5 available reps at the MTN Centurion Mall, with only 2 servicing clients and one gentleman with a mohawk conducting what seems to be personal business on premises - whilst we wait.

Eventually I was serviced by Lorraine. I explained to her that I lost my phone and needed to get a sim swop, claim for the device and showed her the form I received from the police station. She promptly told me all the reasons she could not assist: ranging from "I'm not sure if the information on our side is accurate" to "I need to call customer service".

I asked her why She could not call customer service and her response was "we will call customer service". That never happened.

Lorraine was happy to process my sim swop using my driver's license as I told her I need to go collect my ID from HA. Thank you for that - as I now have access to retrieve my OTP for work and banking purposes.

Now as it relates to the claims process - kindly note I have worked in the financial services sector for just over 9 years; so I honestly CANNOT understand how an organisation can provide me with information and direct me to the police station to complete an affidavit using said information? So the organisation can verify and have proof that it is correct - Make it make sense. She then said I needed to provide a copy of my ID, I reminded her that I did not have one and still needed to collect - the audacity or sheer ignorance of her to tell me to go back to Home Affairs and apply for a temp ID. Really flawed me! And she went on to incorrectly quote the POPIa (at which point I realised no resolution would come from the discussion) In the interest of fairness, I am specifying this particular branch and individual becauses I have been with MTN since my varsity days - never had issue (minor frustrations but nothing on this level) - you are welcome to check my history. To say I am disappointed and frustrated would be an understatement; as I type this review - I am contemplating whether or not I should esclate the matter to the relevant ombudsman or just simply cancel my contract and move to another network. Regards

PS: I provided Lorraine with an alternative number ..... since the sim swop will take "approx" 2 hours to be effected. Thanks