MTN’s Customer Service Is a Black Hole – My Phone Disappeared Into It

I’m beyond frustrated with the service I’ve received. My cell phone has spent more time in the possession of the service provider than in my own hands. Every time I reach out for an update, I’m met with vague responses or yet another excuse. There’s a complete lack of communication — no proactive updates, no clear timelines, and no accountability. Not even the manager Portia has a clue of the processes and how to bring any form of customer service to the table.

It feels like I’m chasing them for answers, and each time I do, I’m given a different reason for the delay. I entrusted them with my device expecting professional service, but instead, I’ve been left in the dark and without my phone for far too long.

This experience has been incredibly disappointing, and I would not recommend this provider to anyone who values their time, their device, or basic customer service.

Bear in mind, I took possession of the phone on the 2nd of July, phone 13th August the device refused to switch on and not able to charge at all. Today is the 1st of October, in 2 days it'll be 3 months since my contract started, and I only had the device for 6 weeks. If that doesn't sound ridiculous enough, the device has been for repairs now for possibly the 5th time, each time coming back UNCHANGED due to their repair center having zero competence and a strong possibility illiteracy. Claiming a load of trash each time. Like animals, the store consultants including the manager are trained only to be leashed and accept what their hopelessness tech repair center scribbles on the return document and parrot out the same data time after time.

At this point, I have lost complete and utter faith and anyone affiliated to the branding of MTN as the representative's at the Vangate branch has clearly put their worst foot forward. It baffles me that a renowned brand like MTN employs these people as they successfully exasperated the company and all MTN stands for.

Never in my life will I ever recommend anyone to consider doing business with MTN as they will for sure take your money and deliverance will be up to their inadequate hands.