MTN has fallen so far in the way of customer service, I really don’t know where their priorities lie these days but they are not with the customer.

In about the beginning of April my app started saying that I was due for an upgrade. This was very unexpected as I had only been on the contract for about 8 months and it was a 2 year contract so there could have been no way I was due for an upgrade. I then called MTN and asked what was going on, I was told a few stories about being cancelled due to price increases, or that my contract was in fact due for an upgrade, even though I had told them it’s only been about 8 months on the current contract, they could see it their side as well but could not give any answers. Eventually I got through to someone better and they said they could see the error on the system and that it needed to go to systems to fix. After waiting about a week, I had heard nothing back from MTN, so I called back in and was told systems put it back through to the agent I dealt with as there is nothing wrong. This made no sense to any one as the contract was not near the 24month mark. At this point myself and the agent could see the person in systems that dealt with the issue didn’t even check or read what the issue was, this happened a few times sending it to systems. Eventually MTN calls me and offers me an upgrade, I then informed the agent trying to sell me an upgrade that there is this issue, however they said this would sort out the issue, I did say to them I don’t want to have to pay any early cancellation fees etc as this contract isn’t actually due for an upgrade, that its only MTN’s systems that are a bit broken. I was informed that there would be no early upgrade fees or early cancelation fees. I then chose a new contract. Low and behold I get my statement in May and there is an early termination charge for the “previous contract” that I was forced to upgrade. To try make this very long aggravating story shorter, I eventually got hold of a service agent by the name of Tebello, Tebello has been helpful in trying to get this issue sorted, however also getting nowhere within the company she works for, no one seems to want to take responsibility and sort out this issue. Poor Tebello has been trying managers of different sections to get them to waive the early termination fee as this was MTN’s error. To date Tebello and myself have gotten nowhere, after numorous calls in and emails going unanswered with MTN. MTN seems to make their customers pay for their errors. Don’t go with this company if you want nothing but issues.