MTN Contract

Hi,

It has been a very unpleasant experience dealing with MTN.

I currently have an existing line with them which was taken about a year ago which we moved over from Vodacom to them. I regretted doing this as we also experienced poor service then. 3 weeks ago I app**** for another contract which was confirmed as approved, however there was no stock. I had to wait 2 weeks for stock. No feedback or calls was received from MTN regarding progress of application, my husband had to go to the store numerous time to check on progress of application. The number for MTN Queensburgh on the website is not correct, hence the visit to the store. On his one visit he was advised that we need to make a payment of R2400 in order to get the device. I agreed just to get the contract finalised. This was also poor service as I should have been informed when applying that this would be a requirement. I received a call on Thursday (16/07) to advise that devices were received and I can collect my phone. I went in on Saturday at 10h00 only to be advised that there was a problem finalising the contract, over an hour later I was advised that the system is pulling through my ****en surname and they require my marriage certificate. This was really unacceptable as I am already paying for an existing line with them and the application was approved with my ID which has my married surname. My hubby had to go home and collect the certificate, another inconvenience. Once the certificate was uploaded, they then said that the system was not completing the transaction and kept going back to the first page. The store employees kept trying to contact staff and escalated to their management with no resolution. I even paid the upfront money to MTN but have not received the devices. I only ended leaving the store at 13h00 as they advised that they will escalate and they will advise me outcome. When I went in Sunday at 11h00 nothing was resolved. I am now told that the combo deal is not been seen on the system and that there is an issue finalising the transaction due to discrepancies on the colour, I only left the store again at 13h00 with payment made and no device.

It is the 21/07, I have note received a call or update on the progress of receiving the device after I emailed and escalated the problem to the General & Regional Manager as well as MTN customer service. The service is totally pathetic, there was no urgency or support from the management team at MTN, the staff tried many avenues to help with no luck.

I cannot understand how you advertise products and have a system that no one has experience on and try to deliver to your customers. I already have a line, my details are on your system and one transaction cannot be completed. For a big cooperate company like MTN it reflects very poorly.

It has become very frustrating dealing with MTN and I think that this needs to be escalated to Hello Peter, so other customers can avoid experiencing poor service like this.