MTN Everywhere You Go - Pathetic Service Follows!

Since the beginning of this year I’ve received numerous calls Asking me to upgrade earlier.

Last week Tuesday, 04 July 2023 I finally decided to do so, on the express provision that the amount due on my existing contract be discharged over a period of months.

I was advised by several agents that this was fine and that I should speak to the billing department for this.

I was asked to submit my lashes payslip and proof of delivery address which I did.

My upgrade was approved and shipping confirmation and authentication done.

I was told by the agent assisting that she had to ‘drop’ my order as they required my MTN payslip- I asked what that was and she could not explain what it was. I was advised to go into a store to do the upgrade.

On Friday, 07 July 2023 I received a screenshot of my account showing my approved order- I called in spoke to Sihle and was told that my order is in fact approved and that she would process same for me. This took about 45mins during dinner with by husband.

Sible told me everything was successful and that she would call me on Monday to confirm the eta of my device.

At or around 12:30 today I received a call from an agent verifying my delivery address and confirming that my device would in fact be delivered. She conducted the authentication process again and advised that she would call me Back to confirm eta for the device.

I revived mine excess of 20 messages saying authentication failed and then a new order created message.

I called in and spoke to an agent whose line was so bad I couldn’t get her name. She told me that all my orders had been cancelled and that they were experiencing technical errors and were not able to process my order due to the errors.

She further advised that no order had in fact been shipped and that there is a new order pending.

Needless to say this is terrible customer service! It appears that there is *****ulent activity going on! How can there be orders approved and shipped but yet the agents insist that there are further orders pending.

Why are there several orders on my account?

I was called and hounded to perform my early upgrade - when I accept and submit alll documents and am told it’s approved why is there now technical errors?

This is prejudicial to me as a consumer, I was also told to pay in a sim of R12,000.00 for the balance due on my account- how is that fair on loyal customers of MTN? MTN still gets the business - my current contact is R1486.00 per month which is paid timeously each month! I have been a customer of MTN for 12 years and this is how I get treated?

When I call in I have to wait for long periods to get assistance and then get told a completely different version each time!

On the 12th of July 2023 - I received an email from one Judy Naidoo of MTN apologising for the inconvenience and asking me to go into a branch.

I responded to Judy Naidoo saying:

You say "the MTN store will be able to assist with an early upgrade..."

I contacted the Pavillion branch (Westville, Durban) and told the agent that I wanted to upgrade earlier and was told by the MTN call centre that I would be able to settle the 'amount due' on my existing contract, over a period of months.

I was advised that the store would not be able to assist with the settlement of the 'amount due' on my existing contract over a period of months - and that I should call the MTN call centre instead, as the retentions department will assist with same.

I cannot understand why this is so difficult and why I have to go back and forth constantly between MTN call centre agents and the store.

If you advise that a store can assist - then point me in the direction of the said store - and an agent who will be able to assist - (include the settlement of the amount due on my existing contract) over a period of months (as I was telephonically advised repeatedly by your agents) you may confirm this on the recorded calls!

MTN is still getting the business from me so I cannot understand why I am asked to pay in a lumpsum amount when I am upgrading (this appears to be usury).

I cannot understand how I am advised and have a screenshot of my order being approved and the status being "ship to customer' and am then told that the 'verification has failed' - what information do I as the account holder need to provide for verification?!?!?

Please let me hear from you as a matter of some urgency as I am questioning my loyalty to MTN as MTN is certainly not loyal to its customers!

I received another email from one Boitumelo Phusoane of the Retentions Department on 14 July 2023 asking me to provide verification details via email. I responded to his email at or about 15h00.

I have emailed Boitumelo twice and cc'd the complaints department and to date I have not heard back from anyone at MTN

Disappointing service from MTN and its representatives! They want the business but do not have the necessary skills or customer care to do so!