MTN does not take responsibility for their actions

Wen’t in on Thursday to do an upgrade, all went well and the lady was super helpfull. Wen’t home and realized we need to do a SIM swap, we went back on Friday and done everything necessary to complete the process. The lady informed us that it will take up to 24hours to complete.

24hours later and it brings me to this moment. The SIM is not activating so I try to phone MTN, the prompts is like 2min+ so ai decide to contact them via twitter.

The consultant on Twitter informs me that a SIM swap has never been submitted and that I should go back to the store.

Keep in mind, we are currently in a pandemic and it is recommended that all unnecessary trips be avoided. I definitely think that this is an unnecessary trip since I as the consumer did complete all the necessary steps to complete the SIM swap. It is obvious that MTN Key West did not submit the SIM swap.

But, that is not really where my frustration lies. The frustration is absolutely with the consultant on Twitter who shrugged the whole situation as if my frustration does not matter or invalid.

This person continued to make me feel as if the problem is something I created. His/her answers continued to imply as if my frustration was unfounded and that MTN did nothing wrong. He/she refuses to recognize my frustration and rather empathizing with my complaint this person created a tone that Imp**** the problem is not theirs.

This is absolutely infuriating to feel like you are talking to an inhumane bot with no ability to recognize the frustration that was obviously created on MTN’s side and their failure to complete my SIM swap request.