MTN SOUTH-AFRICA IS A JOKE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I really wish I could give MTN a 0 (0 is even too great to score them, I think more to -1000 000 would suit their absolute UNPROFFESSIONAL an *********** staff and their NON-EXISTENT customer care line / emails.

I am a VERY unhappy customer. The MTN store in Kolonnade Centre is the most unprofessional group I have ever come across.

My situation is the following:

On Friday 3 December, my wife and I went to the store in order to apply for an uncapped LTE offer for R499 pm. (Month-to-month basis). Once there, we supp**** all the info requested and did the application. The consultant whom assisted us was not only very unprofessional, but rude to both my wife and myself. The consultant proceeded in checking if our current router will be compatible with the product offered by MTN(uncapped LTE).

While we were waiting for him to run his tests and procedures, I mentioned to him that we would also like a SIM card for her and asked him to perform a number port to MTN. He rep**** by saying: “No, the router is our main focus now!” Needless to say, we never got the SIM card and number port as asked.

After we spent 90 minutes in-store waiting for the internet promo(uncapped LTE, month-to-month) we started growing a little impatient as the consultant wasn’t very communicative in informing us why the procedure is so lengthy. Eventually, we got to invoicing and I was asked to pay an upfront fee. I asked what the fee was for as I like to know what I’m paying for. At first, neither the consultant nor nearby manager really seemed capable of telling me what the upfront fee is for. After establishing that it was pro rata and upfront internet I was paying for(December & January) I was happy to do so.

Before I could pay, the consultant informed me that the system had a technical error and he had to restart the application, as he was unable to continue with processing the payment. At this stage, I was already late for my next appointment and managed to achieve absolutely nothing during the 90 minutes that I was there. I said to the consultant that I didn’t have time to wait another 90 minutes and that I would return at a later stage.

After my wife and I left to go about our day, I received a call from the consultant informing me that he resubmitted the application and that we were approved and our current router is compatible. I rep**** by saying that I’ll try and stop by later. His follow-up sentence to me was not only unprofessional, but unacceptable in where he asked me to bring a half litre Coke along. As a reward for doing his job I guess??

I was only able to return the next day, Saturday, 4 December in order to pay for my product and leave. I ended up waiting another hour just to receive my product and pay, after being approved and being stopped short of payment the previous day. Once again communication wasn’t the best as he would be busy with this, then that…meanwhile I’m being held there for close to 60 minutes, thinking I would pay and go.

When I started asking what is taking so long, the consultant proceeded with accusing me of having some sort of “attitude” towards him. I was simply speechless.

Eventually, after getting my SIM card, I asked the consultant if it was activated and ready, to which he rep****: “Yes!”. Today is Thursday, 9 December and I still don’t have internet on my MTN SIM card. I went back to the store on Monday, 6 December asking why I don’t have internet. Being disgusted with the consultant, I went straight to the manager with my enquiry. The manager informed me that I had to bring the router to the store for testing which didn’t make sense to me, seeing that my router was already ruled as compatible. Fast-forward, the manager indicated to me that the router shown on the MTN website looks like the one I have, however, a few of the last digits differ in the router model and that could mean that the router wasn’t compatible.

I proceeded with asking the manager that should it be the case that the router was incompatible with the SIM card received, if I would get a refund. He said no. How is it possible that I paid pro-rata for two(2) months of internet, based on the information that the consultant gave me, only to find out later that I wouldn’t be getting my money back, even when it was the consultant who failed to do his job properly???

Does MTN always let their customers pay for its employees’ mistakes???

I’ve been trying to find someone from MTN to talk to who is able of assisting me, but without prevail. I’m seriously doubting that anyone at the Kolonnade store is able to solve my problem which is why I want to speak with someone higher up who can assist me, and actually knows what their job is!

UPDATE:

After a very unpleasant struggle to get internet to begin with, AND paying close to R1000.00, we DID NOT HAVE INTERNET FOR ANOTHER WEEK THERAFTER! Fast forward to date 17 January 2022, and our internet got cut-off with absolutely NO EXPLANATION and no MTN consultant is able to tell us WHY! We cannot get a hold of any customer care lines, or staff that can tell us what the problem is.

After phoning ALL stores in GAUTENG, no one answers the phone, we even went as far as to phone stores in CAPETOWN, STILL WITH NO NEW PROGRESS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

HOW IS THIS THE BIGGEST CELLPHONE SERVICE PROVIDER IN SA? JUST HOW??????????????????????