MTN - Terrible customer service

I am absolutely appalled at the pathetic customer service I have received from MTN.

I upgraded my contract with MTN in March 2018. the package I selected was for 2 x Huawei P Smart devices, and a second sim was also included and was supposed to receive R55 airtime per month. I never activated the second sim and it was misplaced. I visited the MTN store at The Glen shopping centre this past weekend and I was told that they could not assist as the contract was taken online and that I needed to contact Customer care.

I contacted Customer care via email and explained my issue, I was asked to contact Activations or MTN Direct. I called Activations and was told that I needed to contact Retentions. I called Retentions and was told that this had nothing to do with them and I needed to call MTN Direct. I called them and spoke with Mncedise (Ref: UV ********** ). He initially asked me to visit a store and do a sim swap and after explaining that I could not do a sim swap for a sim I never activate and never had a number for, plus I had already been to a store who were unable / unwilling to assist, he searched for the person who did my initial application, Annelise. He took down all my details and said he would get her to call me.

Annelise called me and tried to assist, after staying on the line for almost 18min, she managed to give me a sim number, I was then told I needed to call Activations again, give them the sim number and they would activate the sim, give me a cell number for the sim and then I could go to a store and do a sim swap. She transferred me to a lady in Activations who took down all of my information and then tried to transfer me to someone else at which point the call dropped. I called Activations again and spoke with Jeffrey(Ref: ********** 28), he struggled to find the sim number given to me by Annelise but eventually did, only to realise that the sim number Annelise gave me was for my original contract number and not the second sim that was supposed to have been included in my package.

This isn't even the first time that I have tried to get this sim, a few weeks ago I emailed MTN to update my banking details and I was told that I needed to visit a store by Customer service. I even tried last year and I could never get a clear answer.

I have been paying for this contract for over a year now and not made use of the second sim that was included in my package, and I cant even get the sim replace by MTN. Shocking! I give up, I have been transferred from pillar to post and after spending almost the entire afternoon calling the different departments, my query is still not resolved.