MTN POOR CUSTOMER SERVICE

I will never ever use MTN again, the network I trusted and re**** on almost all my life.

I took out a 24 month contract at MTN Malmesbury worth R 7000.00, assisted by the agent Elroy; whom I also informed to place insurance same time as the phone is expensive and it’s on contract.

After the sale, 7 months down the line my Samsung A32 needed a major repair, that’s when I went to the MTN store to claim from the insurance. I was told that the phone does not have insurance, then I told them that I made it clear to have insurance placed on the phone.

After consulting with the MTN store, customer services and my eStatement, it was clear that the agent did not place insurance on my phone. I was left with paying a phone that’s broken which was such an inconvenience to me as person and my personal finances.

I then decided to cancel the contract, they gave me a huge cancellation fee of approximately R 2000.00. The total amount I had to pay MTN to cancel my contract was R 7 020.00, paying for a phone that did I did not have.

After making the payment, it’s now a hassle to get MTN to send me a paid-up letter, their call centre agents are not professional. When you call them, you go through 5 different agents in order to get to the correct department.

What MTN call centre agents also do is, when they answer your call, they immediately drop it.

I tested their service when I opted for the cellphone upgrade contact centre, and they were so quick to answer the call. But it’s totally the opposite when you need to cancel the contract and get a paid-up letter.

To this date, I am struggling to get a paid-up letter from MTN and due to the poor, inconsiderate service they provide, I will miss out on a job opportunity just because MTN cannot give me a simple paid-up letter.

I had the most unpleasant customer service experience from MTN, it’s like it’s in their culture to treat customers so pathetically.

All I want from MTN is my paid-up letter, that’s it.