MTN CUSTOMER SERVICE APPALLING

MTN SERVICE APPALLING “To whom this may concern

It is extremely unfortunate that I find myself conveying extreme disappointment towards the MTN service provider. I know MTN to be associated with quality, innovation and value for money. However, my loyalty towards the brand is in question.

I recently terminated an LTE WiFi contract with a competing service provider, due to poor customer care and overall service that resulted in the utmost inconvenience. I decided to take out the LTE Wifi contract at MTN on Wednesday, 20 October 2021. I app**** for the contract at one of the Parow Centre branches. However to date, I have still not been able to receive any internet service, despite signing the contract. Essentially, I am paying for a service that I am not receiving. Moreover, the consultant at the store is unable to assist me. After various troubleshooting methods, the consultant realised that the SIM card was not activated and she apparently activated it on Saturday 23 October after I told her that the call centre agents made it clear that they do not pick up the contract on my account. Hence, my desperation as the 48 hour turn around time is over.

Furthermore, in an attempt to fix the issue, I made three calls to various departments, including Activation Department, none of which could assist me. They did however try their best.

I am extremely disappointed in the service received at the Parow Centre branch. My last call was Tuesday 26 October. The consultant never returned the call to let me know if it was activated as she promised. According to her, the MTN system was not up and running. Either way, whether the consultant’s fault or the fault of the MTN system being down, the crux of the matter is that I , a paying client, am not receiving the service according to the contractual agreement.

If the problem cannot be resolved, then I would like to terminate the agreement as I cannot place my trust in a service provider that fails to deliver because I am dependent on a stable internet connection, hence the urgent need for a resolution of the issue at hand.

In addition, I would however like to commend the call centre agents of MTN. They were extremely patient, well-spoken and went the extra mile. I am happy to say that they set the benchmark for all other call centre agents.

I look forward to your response.”

This was an email sent to the MTN complaints management. I am extremely disappointed in the service I have received from both the Parow Centre Branch and ironically, the customer complaints management. It has been two weeks since I took out the contact. However, I have no WiFi and no answers from MTN. The Parow Centre branch does not contact me with an update. I myself need to initiate contact and strenuously drain the consultants for information. I could appreciate clarity so that I can possibly either stop the service and go back to my previous network or I have the issue resolved at my earliest convenience.