MTN Worst Service Provider

In August last year my official contract of my S6 edge came to an end and I was contacted by the call centre consultants who asked if I would like to upgrade my contract. At this point, I was not ready to take out a new phone contract as my phone was practically brand new. However, she then recommended that I opt for a data package deal of R199 which will for 2G of data, 100 minutes and 100 Sms’s. In promoting this to me, she advised it is a 24 month contract, however I am not bound to this and I can cancel and upgrade at any point.

I visited your canal walk branch on Saturday under the impression that it would take me ’20 mins’ to upgrade my contract as I saw a package I liked. To my surprise, I was advised that I was locked into a 24 month contract and I am only due to upgrade in April. The consultant said that the upgrade can be done, however I need to come back on Monday before 5pm so I can call your call centre and asked for an early upgrade.

This where the frustration comes in, I left work early yesterday to ensure I was at the branch before 5. I called the retentions team at 4:30pm which I was kept on hold for almost 10 mins while the consultant spoke to her supervisor to reverse this, only to be given a reference number and advised that the instore consultant has to call the SCCC team and they will assist and I would get my phone immediately. I have been 20mins on the line just for a reference number, PATHETIC SERVICE!!!!

The in store consultant contacts the SCCC team, gets cut off the first time and calls back only to be advised that it is already after 5pm and there is no supervisor to override this and I would need to come back the next day.

My question is, HOW DOES MTN ALLOW A 24HR SERVICE CENTRE TO OPERATE WITHOUT SUPERVISORS AFTER 5PM!!!!!!

I’m utterly disgusted in the service I received and the lack of interest the call centre agents displayed in dealing with queries. I now have to go back to Canal Walk for the THIRD time to try and get this sorted.

I have been with MTN for over 6 years and the level of service received is PUTRID!!!

The in store consultants are extremely helpful but your call centre staff are causing consumers like me a hassle and inconvenience. Not only are they misleading, they are not interested in ensuring customer satisfaction.

furthermore it has been a week, i have an customer complaint reference number however no-one contacted me. also escalated to a manager which still cannot resolve this and its been a week