MTN Upgrade Nightmare – Absolute System Failure

MTN Upgrade Nightmare – Absolute System Failure

After a three-week battle, I finally received my phone delivery. What should have been a simple upgrade turned into a nightmare of failed deliveries and no fewer than 50 phone calls between MTN and DSV to fix issues — despite DSV having an internal MTN department. That alone says enough.

Timeline of incompetence: -3 Jan: Placed upgrade order -27 Jan: First upgrade finally delivered (Samsung A56) -No earbuds included -Multiple calls to MTN — no one knows anything -Told to download the app and “redeem” the earbuds myself -Given a reference number and told to wait 7–14 business days (ridiculous, but fine)

I then needed to process my second upgrade and mentally prepared for more chaos. -26 Jan: App**** for second upgrade -Got confirmation email stating the phone was out of stock — fair enough, I expected a delay

Then today, 10 Feb, the real disaster unfolded. I made 10–15 calls just to check the status of my order, only to be repeatedly told I was calling the wrong department. Eventually, I was informed that there was a pending NEW contract in my name with iTalk International. I have NEVER given iTalk permission to open a contract. This contract was opened between 2–4 Feb, despite the last time I interacted with MTN being 27 Jan (for earbuds).

I called iTalk directly and asked who authorised this contract. Their response? “Didn’t we call you?” No, you did not. They cancelled it immediately — which made it very clear to me they knew they were in the wrong.

Here’s the kicker: That unauthorised contract automatically cancelled ALL my MTN upgrade orders. No email. No SMS. No notification. Nothing.

So now: -I have to reorder my phone -Sales “will call me back” -I try to sort the missing earbuds — told to register again on the app -I can’t, because the IMEI is already registered -MTN tells me to call iTalk -iTalk tells me it’s actually Sorbcom So now I’m calling yet another company about my MTN contract

Serious questions MTN needs to answer: -Who is giving third parties permission to open contracts in my name? -Why am I dealing with 3–4 different companies for one MTN upgrade? -Why are contracts and orders being cancelled without any customer notification? This feels less like incompetence and more like a monumental ****.

There is no internal SOP, no structure, and no accountability between MTN, DSV, iTalk, and Sorbcom — just customers being passed around endlessly while time, money, and trust are wasted.