MTN: Extremely poor customer service and follow-up.

Customer services does not exist literally and figuratively. There are no senior staff available at this time ( understandable to some extent, however when more than 5 people from different departments have out of office replies, then that is a problem for me.)

My issue is more than a month old and the response is either we need to escalate or just inertia.

I was dealing with 'Mike Ramaboka, a senior customer services manager who promised to address my issue and that was more than two weeks ago. I have since escalated my issue to the following senior staff and have received "out of office replies." MTN sleeps while the customers suffer. Sheila Naidoo Thegan Naidoo Razeena Hartley Brighton Buruuru

A copy of my complaint is attached, Dear Mike,

This serves as a pro-forma complaint about extremely poor and unprofessional service I received at your Pavillion Store (Durban)

I have been a loyal contract client of MTN for over 8 years and have to Sky Packages. I had previously only dealt with Terry at corporate, without issue. The 073 line was due to expire in December so I decided to renew the line when the Black Friday deals were released. 1. I visited the Pavillion store on the 23rd of November in order to renew my contract and take out a new line. 2. I was assisted with a lady with a mobile number *** who was initially helpful. However, the service regressed quickly as I was first told that my package no longer existed and that I will have to migrate to the Sky Bronze Package. On agreeing and choosing the Samsung S23+ deal I was then told that there was a stock issue. Initially there was no watch available and then there was no phone available. 3. I was then told that I will be contacted on Monday and will need to come in as the store was busy and there was a delay with vetting. My reference number was ***. 4. I acquiesced and waited but received no feedback on Monday. The store phone was never answered so I texted the lady and was told there is no stock; so I opted for SIM only deal. The lady promised to process the applications. 5. By Thursday I had received no feedback and when I texted I was told that she was not at work and will contact me on her return. Again, there was no further communication. I texted on the 6th of December and I was told that she was on sick leave and there was nothing done or that she could do. 6. I then proceeded to your Musgrave store as has deactivated my eSim and thought that I could sort out the upgrade at that store. 7. The staff were much more professional and helpful. However, after checking on the system the manager indicated that she could not take over the order as it was stuck in the system. The eSim swap was not working and I still remain without a working line until today. They did advise me that I qualify for the MTN Sky Silver but then I would lose by number because I will need to transfer my account to a business account. 8. I had to leave on a business trip to Cape Town on the 11th December and returned on the 17th December. 9. I visited the Musgrave Store today and I was assisted by Ashleigh. I was told that my renewal application and new application were erased off the system and there was not much that could be done. Further, there is no stock of the S23 Plus in the country!

I have been prejudiced because of the incompetence and unprofessionalism of MTN staff. My contract has expired. I remain frustrated and disappointed. I did not get the deal I requested, and neither was my line processed. It has been an extremely frustrating experience that leaves me considering an alternative service provider.

I would expect nothing but a thorough investigation into my experience and for MTN to honour the Black Friday deal that I was initially promised.

Thank you.

Kind regards,