Mtn Sandton City - Terrible customer service

Good Day

I would like the regional manager or owner of the mtn store in Sandton City where Lerato Masilo Madiba and salesperson Madiba works

Brief explanation : On sunday , 23 March 2026, i went to Sandton city to upgrade my contracts , 3 contracts in total. I was assisted by Madiba on the two contracts, my main primary number is *** and the other number is ***. Both numbers were upgraded to S26 Ultra phones . There were lots of questions raised on being forced to take the debit order as i explained to Madiba that ***** was done on my MTN accounts many times so we opted for cash payments , and he did explain its a new policy . He had attempted to upgrade the third contract and did advise there were no watches in stock . He did the upgrade and thereafter only advised that we could not get the phone then. I did ask him why he never tell me this in the beginning .

Anyway, i set up the device when i got home and only really started using it yesterday. I was unable to make and receive calls. . Though i can do so on whatsapp . I called the store after my doctors visit and Madiba said he would attend to it . I had called in about half hour later and he says then that he will only contact me at 3pm, so again a long waiting period . He told me that the overheating is apparently normal for 7 day as advised by a samsung person and we will monitor it by friday other wise bring it in and we will see how we can book it in under warranty. So firstly according to the CPA , i have 7 days in which to get a replacement unit and advised madiba of this as i deal with this in my line of work. I also did tell him to cancel the third upgrade . He then told me to switch the phone off and leave it for an hour, take out the sim card , put it back and it should be working by 4pm. It wasn't working by 4 or 5 the hours thereafter .on the sandton city site it says the store closes at 7pm, I had called 5 times at 18.10 and no one answered my calls. At around 9pm i called mtn customer service and they said they reset it and it should be put off and on and then it should be fine .

When i tried this morning to make calls, still nothing so i called the store at 9.38am from another number and spoke to Lerato , the manager . I explained to her what happened and then she said she will check on her side as well. I called again at 10.25 and she tells me shes got other customers to attend to as well. I do admit raising my voice as i expected her to be understanding as a normal person in a customer service role would actually do , but no she put the phone down on me . I called back and by now you must understand i am beyond frustrated especially with her putting the phone down and she still was not showing the levels of customer service i have always received from MTN. I even explained to her that i had a stroke and needed this to be sorted out asap but she kept talking over me so if she even understood , god only knows. Her job is not to make a situation worse but to diffuse it and i dont think she did this at all. I asked for the regional managers number and she said she is not allowed to give it and at one point she said she wont give it . I asked her if she called Madiba to find out about this , she said she cannot call him as he only starts at 11am.

Being a long long client of MTN , this is totally unacceptable behaviour, especially from a manager. I would like the regional manager or someone of authority of that store to contact me in resolution to this madness.

Regards A very frustrated and disappointed long standing client

Kasturi Gangan ***