MTN lack of communication

As a long-standing and loyal customer of MTN to express my deep dissatisfaction with the recent experience I had with your customer service and telephonic services on Monday, [2 October 2023].

On that day, I made multiple calls to MTN in an attempt to resolve an issue with an upgrade I had initiated online. Regrettably, each of these calls left me extremely frustrated and dissatisfied due to the following reasons:

During my first call, I endured an excruciating 56-minute wait time, only to be transferred to a representative named Mondo, who provided me with incorrect contact information.

On my second call, I was placed on hold for an entire hour, hoping to connect with the upgrade department, only to have the call abruptly dropped.

My third attempt had me waiting for 45 minutes without assistance.

My frustration is compounded by the fact that I initiated an upgrade on your website. Unfortunately, there was no option on the website to add the Samsung Galaxy Watch 6 44mm to each of the contracts, which I intended to do.

During a conversation with an MTN representative on 3 October 2023 after calling again and holding for more than an hour and only reaching the desired area of MTN online, I was informed that I would not be able to add the watches to my contracts due to them already being approved and out for delivery. I find this response unacceptable, as no one from MTN contacted me on Monday to confirm my upgrade before finalizing it on your side. Had I been contacted, I would have promptly communicated my desire to add the watches to my upgrades. It is crucial to emphasize that this lack of proper communication was not my fault as a loyal customer of MTN.

Therefore, I am formally lodging a complaint regarding this distressing ordeal. The only acceptable resolution for me is for MTN to permit the addition of the Samsung Galaxy Watch 6 44mm to my existing contracts.

I sincerely hope that MTN will take this matter seriously and promptly address this issue to ensure my satisfaction as a valued customer. I look forward to a swift and favorable resolution.