MTN Unsatisfactory Client Service

Dear Sir / Madam

RE: Unsatisfied MTN contract holder

I have been a client of MTN on contract for 14 years. Please hear my case?

A 25.03.2019 – I received an email dated 25.03.2019, stating my cellphone contract will be updated to the default Plan nr. 3 , if I do not select a plan before 29 April 2019.

B Between 29.04.2019-23.05.2019 – None happened whatsoever of the above new updated plan nr. 3 pertaining my contract plan benefits – 1024MB, 150 anytime minutes, 100 sms’s for R143.24pm (MTN Made for Me M)

C 04.05.2019 – I visited a MTN shop to inquire what is happening to my contract’s updating? The consultant mentioned my contract will be updated after the new account month kicks in, which will be from 12 May 2019, because my account’s end date is 11th of a month. (Well, the month has turned again passed the 11th, today being the 14th of June 2019, that a new bill cycle has commenced already…none yet the wiser, still).

D 12.05.2019 – None of the plan’s balances is showing as which is mentioned at “B”.

E 23.05.2019 – I telephone the mentioned date to the MTN Help Desk dialing “135”, to please assist me with the above updating of my contract since nothing happened; reference log was shared via sms to me: reference number 1- ********** 0495 I selected on 23.05.2019 online whilst clicking on the email’s “I want this deal” button, to select Default Option #3 .

F 26.05.2019 – I telephoned again to follow up on the feedback/status of the above reference number case: I was promised the case will be escalated to a different department, as the plan is just not set active yet: reference number now received via sms: 1- ********** 0167

G 02.06.2019 – I telephoned now for the 3rd time to MTN “135” to follow up if the contract has been set active as yet? Negative. New reference number received: 1- ********** 0649

H – between 02 June and 14 June 2019 I have telephoned at least twice to follow up on the status to “135”. Still the contract’s plan has not been updated. Another reference number which was supp**** in this period, which I have a sms from MTN with the reference number is ********** 21. The consultant told me she will send from her own email address an email for the relevant official to follow up the query.

I have telephoned on 13 June once more, and Ithumeleng told me I can telephone the “Retentions” department, which I have done this morning, on 14 June. The consultant escalated the call via email once more to another department “CVM”, something like that? sorry I have not written down the acronym, for action. So now I will be waiting…like I have been waiting for the last 3 weeks.

In the 3 weeks I have followed up every 3rd day to check on the status of action, as I was advised by the consultants one must at least give a 48 hours waiting period for follow ups. Then each time I receive more or less a new reference number to supposedly update my contract or hear “the contract has not been set active as yet” or to be rep****, this will be escalated to this and that department for action.

What should I do? How much longer should I wait? Must I rather visit a MTN shop for the 2nd time again for assistance? I will do anything from my side to assist to make the updated plan happen?

Awaiting the new updated package, my cellphone is costing me unnecessary money in buying almost weekly Data bundles, to “wait and see when my new updated contract benefits kicks in”? The updated contract offer will be R143.24 (Default option 3/Plan 3 “MTN made for me M” [1024MB, 150 Anytime minutes, 100sms’s], but my current bill is R443.21 when I retrieved my balance on my phone this afternoon. Reason why I have been buying a weekly data bundle, because I was in expectation that “this week my contract will be updated”, and then the next, and then the next, and still no update.

Now if you take in account, MTN emailed on 25.03.2019 and communicated in writing that they will select the mentioned plan from 29 April henceforth when the updated plan will automatically kicks in (date unknown, as per MTN email of 25 March 2019) and nothing has happened ever since.

When I asked the help desk consultants earlier during the span of my follow ups about the 2 emails I have received (March and May months 2019), they could not answer me what that was all about (thus I assume there is not a log kept which emails are sent to a client from email address, MTN ********** ) and why the updated plan did not kick in “if you do not make a selection, we will select default plan 3 for you”?, there is no an answer for my question by the consultants.

I do understand how many million MTN subscribers there are in South Africa and furthermore up north in Africa, but if MTN’s client service is not delivering and not really giving me an answer how long I must still wait, I am not sure who can help now? It is a case of each follow up from my side is just escalated to someone else or a different department. I cannot, not follow up from my side. I am reluctant to visit a MTN shop again to wait another hour plus there, but it seems it is perhaps the only resort still now…?

I rest my case. #Try to make me satisfied again, MTN-client