MTN Complaint

This is a story of terrible servive recieved by MTN on an upgrade of a cell phone contract

I was telephoned by MTN to inform me that an upgrade was available on my account. After speaking to the sales consultant, I agreed to the upgrade. The upgrade was approved and processed. I received both and SMS and an email informing me that the upgrade was approved and I would be receiving my phone shortly.

The courier company phoned to confirm delivery of my new handset. A day later the handset was delivered. Now this is where the problems started. 1. The handset delivered was the incorrect one. I ordered a Apple 7 plus and they delivered an Apple 7. 2. The sales consultant did not inform me that the contract was over 36 months , I assumed that it would be over 24 months as all my previous contracts were over a two year period. 3. The contract that I took out was the top of the range contract with all calls, sms and data included with no added costs as everything would be included into the agreed contract. I later found out that premium sms sites were not included when I tried to rent a movie through Box Office. The monthly amount on contract would be R2 499 per month.

I contact MTN immediately upon receiving the incorrect phone and they informed me that the incorrect handset must be returned to them and they would credit it and reissue and new correct handset. I asked what was the quickest way to do this and they informed me that I need to take the incorrect phone to their Offices at North Gate shopping centre to begin the process. Which they informed me would take 72 hours.

I immediately drove to North Gate MTN offices and returned the phone. Please see proof of return attached to this post.

That was on the 17 August 2017.

Now after many, and I mean many calls to MTN call centre, Suncorp, MTN head office i find myself at whits end. I have spoken to call centre agents, Team leaders, managers and to date, still have no solution in sight.

Its over a month since I returned the phone, I have solved the contract issue by increasing my monthly costs and reverting back to a 24 month contract. The premium sms, I can do nothing about but still do not have the promised handset that was part of the upgrade.

The call centre promise the world but take no responsibility, they say they will help you but in reality they do nothing, MTN is very quick to take your money but slow to solve a problem. I have been with MTN since 1990 and have always had contracts with them. I am now in the mind set that this company does not care for you at all and there is no customer service at all.

Please could some one at MTN take my case and sort out this problem. Vere **********