MTN Upgrades are a nightmare.

Trying to upgrade with MTN is nearly impossible. Summer Mobile and all the Outsourced contact centres are terrible and not willing to assist anyone. They give incorrect information and then don't take ownership for their service failures and expect us customers to just suck it.

My wife is trying to process upgrades for our mobile phones that are on her name. We processed the upgrade yesterday for 2 x iphone 11's. The upgrade for the one number is due and we were processing an early upgrade on the other number and were happy to pay the early upgrade fee. The agent dropped the call which made us a bit upset as they had not completed what they were supposed to do. We proceeded to the contact center back to enquire if our upgrades were in fact processed. We were assured that they were processed.

Today we received a call from Janine from Summer Mobile informing us that there was in fact no stock of the handsets that we ordered and that the normal SLA of 3 to 10 working days would not be in play as they have no idea of when stock would arrive. This now massively inconveniences us as we are in need of the handsets for work purposes. Now despite the service failure, we are expected to either just shut up and wait for stock or alternatively take handsets that are out of our budget.

When I told them that their proposed solution did not work for us, they proceeded to refuse to take ownership saying that "it was a different call centre" that caused the problem. I requested to speak to a manager named Shireen from Summer Mobile who also refused to take ownership and furthermore proceeded to drop the call...

Now we sit in limbo. No call back, no ownership from MTN and now feedback on our upgrade situation. Is this what MTN deems as good customer service? If so, this is a pathetic excuse for customer service. I would like my issue to be resolved by a competent manager who is willing to take ownership and resolve our issue. otherwise I will have to request that the call be retrieved and proceed to escalate to the ombudsman.