MTN South Africa service a disgrace

Good day

I am extremely disappointed at the level of MTN customer service all round. In particular the consultants at the MTN Eastgate branch as well as Greenstone Branch.

I have wasted significant personal time, petrol as well as having to pay for parking at the various shopping centers (5 visits) as I am continuously being messed around and no consultant has actually really tried to assist me. I am lead around with false expectations of assistance, only for me having to follow up time and time again and nothing is yet resolved. One consultant apologized, even stated what I have been told when I phone 135 is not true and those service champions sometimes are not correct in what they tell customers. The service consultant then goes onto personally tell me he will assist me – 8 days later, STILL nothing has happened and the only excuse given is the store has been busy. I get the feeling that my contract and myself as a customer mean very little to MTN and their consultants. The consultant then promised to assist after the store closed at 5 pm. I heard nothing.

I am fed up with MTN and their constant excuses of willing to assist yet at the same time DOING nothing about my problem.

I will seriously look at not renewing my contract that I have with MTN for close to 20 years. I also want to take over my dad’s contract which has been in place longer than 20 years I believe and neither will be renewed.

Literally all I want to do is take over my dad’s contract since he passed away. This is an extremely difficult time and MTN have been a disgrace in dealing with the situation, excuse after excuse after excuse. I obtained all the required documents to effect transfer. I am then told, sorry we can’t help you as your dad’s contract is being migrated to our new system – don’t worry MTN I will soon migrate my contracts out your door along with my money and you will shortly lose out on 3 contracts. I am told to wait 1 or 2 weeks for the migration to be completed. I wait 3, I then go to the store and I am told the system is slow after 5 and generally consultants can’t access the system and for me to go back – there was nothing they could do. The MTN system always seems to be down by the way – really poor. 2nd attempt I am also unsuccessful and the consultant tells me to leave my documents they will help me the next day. I have to follow up twice and visit the store twice the next day and only then do I think they look at my query. I then get told they can’t assist me as my contract and my dad’s are on different systems so they can’t change this. They also tell me NO ONE can help as the system “decides” when the numbers get migrated so there is nothing they can do. They waste my time further by asking me to contact MTN head office (Which I have to pay for myself in the morning) – MTN Head Office never answers after countless attempts and I am resorted to phoning 135. The service champion that answers says the store can assist and that they just don’t know what to do (funny the stores say the same thing about consultants on 135) – I basically need to phone 135 when I am at the store.

I then go to the store – after waiting close to an hour I have to leave and leave my documents at the store for them to assist. I phone back later in the afternoon – apparently the only consultant who can help me is busy and has been busy for the last 3 hours and when they finish they may go home. Thank you for caring for me as a customer – MTN. RIDICULOUS. The consultant phones me back at 6 and promises to assist me – he told me we can change banking details on my dad’s contract as that will sort out us having to put money into my dad’s bank account so MTN is paid monthly. To this day the consultant ignores my calls and has not helped me – 8 days later. I am honestly fed up with MTN and the lack of concern for me as a customer. I have not got anything in return from MTN except for headaches and my loyalty to MTN over the last 20 years has meant nothing.

A very disappointed customer.