MTN upgrade gone wrong
I upgrade for 2 lines on 21 November 2023.
The provisions are not what we agreed upon. I called MTN to complain about this and was advised that MTN couldn't assist because a third party working on their behalf handled the upgrade. I was given a number for the 3rd Party and I contacted them.
The third party is Mobiles Plus *** and I spoke to a lady by the name of Theresa who provided me with Reference number ***.
I have never received any feedback from Mobiles Plus. I constantly have to call them to ask for feedback. I followed up periodically and was told that after investigations, they listened to the call and it was not compliant - they agreed with me that I didn't receive the provisions agreed upon. I was advised that a remedy ticket was logged with MTN with reference REQ*** and that it would be rectified.
As nothing has happened and I have received no feedback, I called Mobiles Plus again on the 02/0/2024 to follow up and the gentleman I spoke to said that they would follow up and revert but seemingly the ticket is closed.
Parallel to this, I also contacted MTN's complaints department - Reference number: f598badb-925b-4ab0-bb25-61f25dabca4c - and haven't received any further communication from them since they requested the date and time of my call to listen to the recording on 08 December. I sent an email requesting feedback on 14 December and haven't received anything from them.
Besides the incorrect provisions, I also have an issue with MTN utilising third Parties for the upgrades and then they turn around and advise that MTN can't assist as a third Party did the upgrade. MTN has to take full responsibility as they are the ones who hired the 3rd Party and didn't even inform me as a client that I am not dealing with them directly.
I also logged a complaint with ICASA on the 02.01.2024. Received the below email.
ICASA Complaint ***
Your complaint has been escalated to MTN for investigation , we will update you upon receipt of their response.
We will inform you of the response.
I have sent 2 follow up emails with no response.
After a decade of using MTN, it's finally time to call it quits as they seem to not care nor account for their mistakes
If I could, my rating would be in the minus