MTN: Y’ello horrible customer service! How can we not help you?

I really respect MTN.

I think they offer excellent packages to their clients, two of whom are my grandparents.

For years they’ve been loyal and gotten affordable packages they have used well.

Until, three months ago, they were charged 20x what they were expecting.

No communication of this overcharge. No advising why. Just a relatively exorbitant amount taken from their account.

We appealed to the customer service to assist these pensioners with a refund or assistance… the reply came a week later. Ignored the request and asked for permission to speak on their behalf, ok, fair. Once this verification was completed another two weeks past. An additional overcharge up to 9x more than expected was processed.

Still nothing.

We asked for the numbers that were not my grandparents, had not been added by them and were solely in control of MTN to be removed. Nothing.

The next email came after persistent follow ups. Asking we send the same documents and detail of events to their ***** department.

The email was a copy paste template. We asked if the accounts had been resolved? Nothing. I asked them to call to help. Nothing.

Then last night, I was asked in an email by Edward Phaka at 20:30 to hand over to the ***** department. No acknowledgement of the questions. Just more paperwork for us to do. No assistance. Just bureaucratic run around. I asked for a call back today. Nothing.

I have found this company’s customer experience, led by Zanele Tshabalala, Edward, Aliziwe Xaba, Bianca Mashalane,

Basically, in summary “Y’ello customer! We can’t help you as customer care, but we can give you an email that you can write the exact same email you’ve just written to us to them and hopefully they can help you. Kindly note, we are ignoring your questions and giving you more work to do. Thank you for your understanding and continued support of our negligence. We’ll see you when we wrongly take more money from your account at the end of this month.”

Their slogan right now is “what are we doing today?” Evidently, they are taking money wrongfully, giving no support beyond email bounces to their customers.

Expect good deals and cell service from MTN, but run away from their horrible, dreadful, ******** and under equipped customer service.

Will keep you all posted.