MTN South Africa – Unacceptable Delivery Service, Poor Customer Care and Failure to Resolve Issues

I am extremely disappointed and frustrated with MTN South Africa's online store delivery service and customer care.

I placed an order on 15 October 2026. Upon reviewing my contract, I noticed that the MTN agent who processed my order had captured an incorrect contact number. I immediately contacted MTN Customer Care to request that this be corrected to avoid any delivery complications.

MTN requested that I complete a security verification process, which I duly completed and submitted all the required information on 18 October. Despite my cooperation, the issue was not resolved.

On 19 October, I received a notification that my delivery had been unsuccessful. This was extremely confusing and unacceptable, as I work from home and was available to receive my parcel. I had not received any phone call from the courier.

Since then, I have been going back and forth between departments, receiving contradictory information, being referred to different numbers and channels. MTN is a major telecommunications company. Customers should not have to fight this hard simply to receive an order and get basic assistance from customer care.