MTN KEEPS ON FAILING AND PASSING THE BUCK (E-SIM ACTIVATION)

Friday, 03 March 2023: Went to MTN Tambotie Mall to have contract sim card converted to e-sim. The consultant (only one wearing a black shirt was relaxing behind his desk and playing on his phone, so he did not notice me standing in front of him. I waited quite a while before the other consultant (in a yellow shirt) alerted him that there’s a customer waiting. I was told that the manager (the only able to help me) was not in and to come back the next day.

Monday, 06 March 2023: Friendly service and I was told by the lady behind the counter that MTN would send me an e-mail with activation QR Code to activate e-sim.

Tuesday, 07 March 2023: MTN did not send me an e-mail with a QR code. I phoned 135 and spent a total of 34 minutes on several phone calls speaking to Samantha, Ithumeleng, Jabu , Chuma and Jane. I received a QR Code via e-mail. It did not work. Same QR code which did not work was e-mailed again twice. I could not activate my e-sim. I was told by MTN call centre that they could not help me and that I needed to go back to the MTN store to sort out the e-sim.

Thursday, 09 March 2023: Drove back to MTN Tambotie Mall. A different lady behind the counter told me there was nothing she could do and that I should phone the call centre or drive to MTN 14th Avenue. I phoned the call centre (135) from the MTN store on loudspeaker. The store insisted that the call centre should help me and the call centre disagreed. I spent a total of 38 minutes on several calls speaking to 135.

Thursday, 09 March 2023: Mukelisiwe phoned - she escalated my query and will get back to me tomorrow, 10 March after her shift starts at 13:00.

Friday, 10 March 2023: Mukelisiwe phoned - she has not received any feedback on my query. It has been over 24 hours with no feedback but I was advised to wait up to 72 hours.

Wednesday, 15 March 2023: MTN has gone completely silent... The promised feedback never came through. I still do not have my contract e-sim activated. I’m paying for a sim card that I cannot use. I’m losing out on the monthly data and minutes. In addition I’m having to buy expensive top-up data on my other sim card.