MTN ruins people.

Terrible and frustrating, information from online applications is sent to third a party call-center (RewardsCo.) without the customer's consent. I assisted my 74 year old father apply on the MTN website for a MyMTN home internet package, when we got to the payment part on their website we had to wait till the following day for the funds to clear on the card we intended to use for the payment.

The next day my father receives a call from someone who said it's in connection with the online purchase from MTN we were making yesterday, She is calling to help us complete it, She said. unbeknownst to us that she was not directly from MTN, we comp****, we app**** for the Pro package online but she decided to down grade us and made us purchase the starter (entry level one of 15 Mbps bandwidth).

Any who, my father went on with the purchase telephonically and I assisted him in the background where he was getting confused.

The sale and/or purchase was concluded on that day 1st of September 2026 and payment was made. On Friday that week the courier guys came and scanned my father's I.D. card and requested a 4 digit OTP that was supposedly sent to my father by MTN but the was no sms, we looked through my father's phone and it just wasn't there, the courier guy decided to turn back with the package.

We immediately called MTN and it turn out the OTP was never sent, the lady we spoke to at MTN on Friday said she will send an email to the courier services to either re-send the OPT or use Biometrics on delivery. Monday came and seeing we weren't receiving any communication and was already in the late afternoon, we decided to call MTN once again,

We than spoke to one agents who said they sort it out and we "should expect it to be delivered this week", he said. On Tuesday my father received a call from someone, telling him the delivery will be made on made on Wednesday, so he must avail himself on the delivery address between 07am to 5pm, my elderly father comp**** and even postponed his Dr.'s appointment make sure his on the address when they come to delivery.

Unfortunately for my father no delivery ever came on that day and no call, sms or email, no communication whatsoever as to what's going on or what happened.

On Thursday 10th September 2026 we decided to call MTN again so we could find out what was really going on, first we had to deal with a couple of dare I say *********** service agents and it was hell, dear God!. One of them told us they as MTN CAN'T HELP!!, she said "You must call the point of sale, so you can speak to the person who was assist with this specific purchase, I can't transfer you to them, I can only give you their number", to which I then asked "is their number toll free or do standard rates apply?", she then rep**** unapologetically and unreservedly "No, you must have airtime to call them, standard rates will apply".

As you can imagine at this point I was seeing red but we took the number and called using my father's phone, we spoke to a lady there, Lo and behold, she said something about the delivery being moved to manual delivery and it's pending approval within MTN and they are a third party there's nothing they can do, the delivery is pending directly from MTN.

I was now seriously at my wit's end point, my father's blood sugar was climbing as he set next to me. We called MTN again and after jostling through a couple of service agents who were reluctant on transferring the call to their sales department, we finally got someone who did. However, when we got relief and resolve were absent as thing grew worse. The lady we spoke to asked "Did they (meaning the third party) tell you the turnaround time for a manual delivery?", to which I rep**** "No, they did not" and I proceeded to ask "what is the turnaround time?", she said "It's 10 to 14 working days". And that was the tipping point.

We got fed up, at this stage our patience was completely exhausted and we demanded that they just cancel everything and refund us back our money. What the service agent said to this hit me like a ton of bricks, as she told us that as MTN they CANNOT cancel the order, we MUST call RewardsCo for that AND DON"T FORGET STANDARD RATES APPLY!!.

I told her my father and I have never entered into any agreement or made any purchase from RewardsCo. Since I did read through MTN's TERMS OF SERVICE, PRODUCT TERMS AND CONDITIONS and PRIVACY POLICY, and on their PRIVACY POLICY they make mention of sharing customer Personal information with what they refer to as "MTN Affiliates", to which I will assume this RewardsCo is one of those Affiliates, I will assume that MTN must bare responsibility for it's Affiliates when they display negligence or incompetence towards MTN customers.

I then asked the service agent, "So how come, WE have to pay for a call to a third party we never approached for anything to cancel a purchase we made with MTN?", she then tried to lie to me and say this RewardsCo. she's telling me about is an MTN company, to which it isn't as I've explained it's actually a BPO contact center an "Affiliate", a completely separate entity but in cahoots with MTN.

I then asked, " Does MTN own and manage RewardsCo. or does MTN have a contract with RewardsCo. where RewardsCo. serves as a service provider to MTN?", she couldn't answer and just kept apologizing, unfortunately for her I was past apologies since she just tried to lie to me, I told her they as MTN must send an email to their outsource contact center or "Affiliate" and tell them THEY MUST call us, because we wish to cancel our order due to gross incompetence and subsequent inconvenience.

As I write this, I'm thinking what will happen tomorrow?, will our demand to cancel be met? or will they keep quite and not call us to assist in cancelling the order in an attempt to lay low, thinking we'll forget till delivery is made and all might be forgiven?, truth is there's no telling these people are pompous, arrogant and think so little of their own customers, it's literally sad. However, we just gonna have to see.

I just feel bad about my Oldman's experience, the one time he decides to give technology a chance and try to learn about online things, this happens, to think how excited I was when I was assisting him with this purchase. So yeah, THANK YOU MTN for ruining things for us.