MTN = the not so BOZZA network

MTN = Shocking service

YELLO AND GOOD DAY!….I will stick to the facts.

I have 4 contracts with MTN and have been a loyal customer for many years. I received a call in January telling me that an upgrade is available at no extra cost and that I would get more minutes and my data (2GB) would stay the same. I handed the phone to my wife so she could ask them the relevant questions (she uses that number) and she was told that the only difference would be that I would get more minutes, and as a loyal customer it will be at no additional cost.

For the last 2 months, she has run out of data very quickly and when she checks, it shows that she has a balance, yet she cannot access the internet. She works at school and often has to use her cellphone data for her work. Last week Thursday (11 March) I called your call center and was told that that the data on the contract was now split into Night time data, social data and normal data. My wife has no knowledge of this and is just as concerned as I am as we do feel ****med. It was 7:59 am and I asked to be transferred to the retention department, thinking that I would hold on for a little bit and by that time it was 8am, the call would go through.

I was transferred and held on for approximately 5-10 minutes when I was told that the business hours are from 8am to 5pm (this was at 8:07am, and the call was cut. I had to call back and go through the process again. I spoke to a lady named Sizakhele, (from retentions and very helpful) who advised that I could either pay approx. R 470 for an early upgrade, or she could log a query to have the recording listened to and then take the necessary steps, as I felt that asking me to pay an amount in for something I was not responsible for was not right. She said that it would take up to 2 days for someone to get back. Nobody has called me back.

Today I called through and spoke to someone from retentions who transferred me to Afrizone at approx. 14h51. I spoke to someone named Tyrel from Afrizone who basically said that the 14 day period was over and the only solution is to cancel the contract. Not even a word about listening to the original call recording to see if there was in fact a shortcoming on their part (they don’t have ref numbers for calls. . He said he couldn’t do anything else.

Called MTN back and was transferred to retentions again and held on for almost an hour. I eventually cut the call. Why do you ask how you can brighten up my day if you don’t give a toss? From a servicing aspect, you have been found wanting in a spectacular way. Can someone from this broken organization have the courtesy to try and assist?

I won’t even mention how during loadsedding, my signal is so poor, I can’t even make or receive calls…but we will leave that for another day… baby steps!

You may contact me on *** or ***.