MTN - RICA // Worst Service

Good day,

Kindly note my dismay at the service offered by MTN and its service partners.

I ordered a Home Internet router through the online platforms and that was for a plain and basic reason, convenience. The first issue was when delivery was not made and a "Failed Delivery" note was left on the tracking app. No attempts to call were made prior to delivery and no confirmation of delivery date was shared.

Following up on the above, calls were made and a promise to deliver was made and nothing came out of it. I instead received stories that the person that had to deliver left the parcel and it was given to someone who had route restrictions in that he could not deliver to my address.

I had to make alternative arrangements to meet them on the streets after 7pm on Tuesday, 26 August in order to collect the parcel. No RICA requirements or processes were shared with me to follow and I had to contact the Call Centre using 135. I was further referred to another number as I could not be assisted.

The first consultant mentioned that they had to escalate the request to the superiors who would in turn escalate to the RICA department. I was informed that this would take 24 hours and the second consultant mentioned that it takes between 3 and 7 days for that service to be delivered. What is the actual turn around time to simply assist with a RICA issue?

Why do you have online sales if the best bet is to "visit a store to RICA your sim card"

Why do you have online sales if you will not deliver to the preferred address?

What do you have an App option to RICA if it is useless?

The main reason for choosing online purchases is the hope of getting convenience.

Please explain what period would the Pro-rata payment that I made for on application (22 August) cover as it is the 27th August and I still have not used a megabyte of your data.

This was rather a bad introduction to MTN as a first time client and I am regretting my decision by the hour of non-service that passes by.

Please resolve this matter by 10h00 on Thursday, 28 August 2025. Call me for any further clarity sought.