MTN's focus is solely on collecting debit orders rather than providing quality customer service.

Good Day,

I am writing to express my disappointment with MTN's service. It seems that the focus is solely on collecting debit orders rather than providing quality customer service.

I opened an account with MTN on November 24, 2025, and provided all the necessary documentation, including my ID, proof of address, and email address. However, the only details that were captured correctly were my banking details, allowing MTN to continue deducting money. Unfortunately, the rest of my personal details on the billing profile are incorrect.

This morning, I visited the MTN Workshop in Durban, arriving at 08h30, and waited until 09h00 for the office to open, as their opening time on Wednesdays is 09h00. Once the doors opened, we were made to queue inside the shop, only to be informed at the counter that the systems were offline. It would have been courteous for the staff member at the door to inform us of this situation instead of making us wait and queue. To make matters worse, the staff were busy playing on their phones in front of us while we waited.

I then decided to try the West Street Branch, which was operational at the time. However, when I requested a statement, I discovered that all my personal details were still incorrect. The Consultant at the West Street branch explained that she could not update my details as the issue was related to the billing profile. She provided me with the number for the Billing Department.

After holding for 15 minutes, I spoke with a consultant Case Ref No: ***. The consultant attempted to send me a PIN but was unsuccessful. They then asked me authentication questions, which I answered correctly. However, he stated that I had failed authentication without specifying which question I failed. I am confident that I answered all the questions correctly, so I am puzzled as to which question I supposedly failed.

The Contact Centre consultant advised me to return to the MTN stores. However, I am uncertain which store to visit – the one that is offline or the one that cannot edit details on the billing profile. This situation is frustrating, especially since I provided all my documents for accurate capturing to the Consultant at the Pavilion MTN Branch when I initially app**** for the account.

Could you please ensure that my account statement for the past two months, with the correct details, is emailed to me as soon as possible?