MTN - Now Service

I tried to upgrade my MTN contract in December, but because there were no S-phones available, I had to wait until February 2025. When the S25 finally became available, MTN Life Style informed me that I could come in on Friday morning at 8:30 AM to do my upgrade. I arrived at 8:30 AM only to find out that they open at 9:00 AM. I patiently waited until the store opened and was quickly assisted. However, the upgrade could not proceed because the necessary codes had not yet been loaded onto the system. I was asked to come back later in the afternoon. At 11:00 AM the same day, MTN informed me that everything was ready and I could pick up my phone.

When I arrived, I was required to complete a debit order mandate, but the mandate did not come through on my phone. I was then sent to the nearest ATM to try it there, but unfortunately, the option did not appear at the ATM either. I then went back to the store, only to stand around because no one in the store knew how to resolve the issue. At 1:30 PM, I decided to handle the situation online myself, as it seemed that no one in the store could do anything.

Two weeks later, I still cannot upgrade online, because despite my request to cancel the application, the store did not cancel the application. I have also made several calls and requests to MTN to confirm why the debit order mandate has not gone through, but every time I am promised that someone will contact me and assist.

I am still without a phone and, after many calls, have not spoken to anyone who can actually do something. Every time, a query is logged, and I receive a reference number. This is the type of service I have received after 30 years with MTN. I feel that this is unfair, and I am writing this message because, to date, I still do not have a contact number or anyone who can assist me. I even visited the main MTN store in Tzaneen, but they just shrugged and said that they do not have any phones in stock.

I hope that this situation will be resolved quickly, and that I will finally receive the necessary assistance.

Mariette van der Westhuize - ***