MTN Poor Service

I app**** for a new contract on an existing prepaid cellphone number ie 08******xx via the call centre reference number mv *** *** xx. I was advised that i need to send 3 months bank statement, Copy of ID, Latest Pay Slip. This was completed on 08/12/2019.

I then only received my simcard on 23/12/2019, after multiple calls with the courier company DSV. I was notified that i would need to be contacted on the cell number in question ie 08******xx in order to change details of delivery. On receiving my delivery the driver indicated that the address was spelt incorrectly.

On the 25/12/2019 I had the opportunity to use my simcard, only to realise a completely different phone number was activated. My original number was still a prepaid line. I proceeded to call MTN and was advised that MTN direct processed my new contract therefore i would have to speak to a consultant from MTN direct. Bearing in mind the 25th and 26th are public holidays i delayed my call, while on vacation and only was able to call on Saturday the 28th. I was told that I would need to go to an MTN store or wait for MTN direct on Monday. I did not have the opportunity to call MTN on Monday (30/12/2019).

Finally on Tuesday (31/12/2019) I managed to call MTN direct, who after about 45mins of transferring and holding on, I was told that CCI had done my contract and i would require to call them on ***. I proceeded to call CCI, i was alerted by a voice prompt that they only work during 8-6pm Mon to Fri, my call was at 4:10 pm.

I sent an email to the MTN consultant with the above. I received no reply.

On the 02/01/20 I then proceeded to call MTN to try once again to resolve my issue. The call centre transferred me to multiple departments. I then resorted to ask for a cancellation as i was not experiencing any joy with the matter. I was sent between Retentions and sales back and forth for over an hour. I was then told i will receive a call back to resolve the matter. I did not receive any call until 6pm.

On 03/01/20 i restarted the process of bouncing between departments to assist. At 10am i was given a reference number and told a sales manager will contact me within 2 hours. At 12 i still had not received a call. I proceeded to call the call centre and once again experienced no joy.

I was transferred to incorrect departments, i have been hung up on and i have been left on hold for hours.

I am extremely dissapointed in the service from MTN.