MTN not complying to the NCA!! BAD SERVICE

My experience with MTN has been nothing but horrible and I honestly don't see myself doing any business with this service provider EVER again!!

I have been a long lasting customer with MTN for many years. On the 10th June I did an upgrade online - days later when I followed up only to find they experienced system issues and the upgrade wasn't processed - NO COMMUNICATION was sent advising me of this.

I then called in to the call center where I spoke to the agent by the name of Sipho that did the application telephonically. The phone I ordered was a S21FE -Samsung and what they delivered was a S20FE, the incorrect phone was delivered after three weeks on the 11 June when I open the parcel I immediately saw it was the incorrect phone. I then asked the delivery guy which work for DSV Sheraaj Jenniker if he could return the incorrect phone. He advised that I need to contact the call center to arrange pick-up which I then did immediately. On the 11 July when I spoke to the call center he advised that the courier guy could have taken the incorrect phone with him. The call center agent advised me that I should take the phone a MTN store which I did the very same day, the MTN store I went to was at Ottery Hyper Market. The sales agent advised me that I need to take the phone to a MTN Direct store which in Canal Walk. The very next day 12 July I had to leave my work earlier to return the phone in Canal walk.

I arrived at cancel walk store at 14: 30 I only got helped at 15:45pm. There were 8 staff members on duty and 3 other staff members that returned from lunch 15:10. There was 1 lady at the front door, which wasn't very helpful more scrolling on her phone then anything else. There were two ladies having a fat conversation ignoring all the clients not even making eye contact to greet. The atmosphere in the store was so negative that customers were complaining and arguing amongst each other who should be helped first. There was no no team leader or store manger to contain situation, which was very unprofessional and unpleasant experience as a customer.

At 15: 45 I finally got helped by the agent Sibonisa, I asked the consultant if any store manger was available as customers was arguing amongst each other, he advised the store manager was at the back in his office.

The consultant then completed my return documents and apparently booked my phone in to go to head office. Sibonisa then gave me the MTN direct number to call in order to cancel the contract ***, after speaking to multiple call center agents I was then advised to call 083 135.

Since the phone was returned to MTN canal walk on the 12 July i have been phone every day, if you check my call logs you will be able to see the amount of time i was put on hold by multiple agents in a day. My call logs will display the 15/20 calls a day and being put on hold for 20mins at a time only for the agent to drop the call.

On the 20 July MTN then debt my account for a phone I don't have and this is after calling the call center every single day, speaking to multiple agents yet no one could assist, advise or direct me to the correct person to speak to!! #****OFF

On the 21 July I spoke to a team leader by the name of Junaid Khan, i was on the line with him for 30mins only for the call to be dropped again. I returned the call he the advised me to go into store to resolve the issue, the line got cut again.

I called back to the call center and spoke to a campaign manager by the name of Edwin Henry he advised that I should go into the same store that I returned the phone and the store will cancel the contract which I requested the agent to initially to do on the 11 July. This means I have to go to Canal Walk store again costing me more petrol money for the third time all because MTN have *********** staff that don't respect their clients.

I asked Edwin to escalate this matter to the head of the department Alton Pillar, i will await his call/feedback.