MTN DOES NOT CARE ABOUT THEIR LOYAL CUSTOMERS

MTN has no customer care and does not help customers to resolve issues

I would appreciate if this could be resolved urgently please.

I have been an MTN for 19 years and I cannot believe the lack of service I am receiving.

Here is a timeline of correspondence while I have been trying to upgrade one of my contracts (I currently have 3!):

22/04/2022 1. I emailed Customer Care to request someone contact me

2. REF NO. *** Customer Care emailed to request a detailed description of my request so they could assist

3. I informed them that I want to upgrade my contract and MTN said my upgrade that I app**** for was cancelled. I did not cancel the update, I requested someone to contact me so this could be resolved

25/04/2022 Customer Care gave me the contact details for MTN Direct Sales, Online Sales and Retention Desk

06/05/2022 Email from Complaints Management promising a call from the Retentions Department

09/05/2022 Still no contact from MTN. I emailed Complaints Department requesting someone phone me on this day REF NO. *** Email from Complaints Management. They said they would follow up so that Retentions Department can call me

13/05/2022 I emailed Complaints Department to say that nobody had contact me. After 19 years, should move my business to another network?

17/05/2022 Complaints Management emailed me to say they had once again sent an urgent follow-up request to Retentions Department to contact me

25/05/2022 I emailed Complaints Department to say I was still waiting to be contacted.

26/05/2022 Complaints Management emailed me to say they tried to phone me but I did not answer. I was in a meeting and advised that they can call at 10h00. I did not receive a call

30/05/2022 06/05/2022 Email from Complaints Management promising a call from the Retentions Department

09/05/2022 Still no contact from MTN. I emailed Complaints Department requesting someone phone me on this day REF NO. *** Email from Complaints Management. They said they would follow up so that Retentions Department can call me

13/05/2022 I emailed Complaints Department to say that nobody had contact me. After 19 years, should move my business to another network?

17/05/2022 Complaints Management emailed me to say they had once again sent an urgent follow-up request to Retentions Department to contact me

25/05/2022 I emailed Complaints Department to say I was still waiting to be contacted.

26/05/2022 Complaints Management emailed me to say they tried to phone me but I did not answer. I was in a meeting and advised that they can call at 10h00. I did not receive a call 06/05/2022 Email from Complaints Management promising a call from the Retentions Department

09/05/2022 Still no contact from MTN. I emailed Complaints Department requesting someone phone me on this day REF NO. *** Email from Complaints Management. They said they would follow up so that Retentions Department can call me

13/05/2022 I emailed Complaints Department to say that nobody had contact me. After 19 years, should move my business to another network?

17/05/2022 Complaints Management emailed me to say they had once again sent an urgent follow-up request to Retentions Department to contact me

25/05/2022 I emailed Complaints Department to say I was still waiting to be contacted.

26/05/2022 Complaints Management emailed me to say they tried to phone me but I did not answer. I was in a meeting and advised that they can call at 10h00. I did not receive a call

30/05/2022 Received an email from Complaints Management saying Retentions Department did call but I did not answer. I work in Construction and cannot always answer my phone, that is why I request to set a specific time to expect the call

30/05/2022 Complaints Management promised that the team will call at 12h30 on this day I received the call - I was transferred, put on hold for 10 minutes and then cut off!

03/06/2022 I received an email from Retentions Department confirming that no upgrade had taken place and asking if I had received any assistance from MTN online team (which I had not)

I am sure you will agree that this is dreadful service and extremely frustrating. Please could this be attached to urgently and feedback given to me.

Thank you P L Saayman