MY "DON'T GIVE A DAMN" MTN CUSTOMER CARE EXPERIENCE

I attempted to effect an upgrade to one of two cellphone contracts I have with MTN in January 2022 at the Sandton I-Store. After completing the required paperwork I was informed that "there was a problem with the MTN system" because the ID number they had on record did not correspond with my current ID book information. I was aware of this because the first contract I secured with MTN some twenty or so years ago was done using the "old" blue ID document so in order to rectify the matter I took my old blue ID document and driving licence (a requirement I was told was required to validate the ID book information) together with my current ID book and driving licence to the Morningside MTN branch. The only difference is the last three digits in my ID number - a universal change made in 1994 to remove the race classification identifier. Helpful staff at the Morningside branch of MTN copied the documents and informed me that they would be forwarded to "head office" who would effect the change in 48 hours. I returned to the I-Store to find a message on the assistant's computer screen proclaiming Transaction declined -********** transaction". In the meantime, I received messages on my cellphone proclaiming that the credit had been approved and the required device would be available shortly! The I-Store declined the transaction and suggested I contact MTN directly. Never attempt such a mission if you wish to retain your sanity!! My first contact with MTN's Customer Care division (which should be renamed "we don't care division") was on 24 January. After a reminder notice was sent on 29 January requests for account pin numbers and contact information were received on 8 February indicating that I should anticipate a 8-hour turnaround! On 9 February I received another request for the same information I had provided on the same day! I sent a further reminder regarding the lack of response on 2 March and two days later received another request for pin numbers etc., etc. I responded with a copy of my previous response dated 9 February. ON 21 March I sent another reminder regarding the lack of response threatening to "name and shame" the organisation - I have yet to receive a response! Frankly the thought of this organisation being granted additional broadband is frightening - unless they have so many complaints that they require the extra capacity to answer them. I despair because other than making a 20km round trip to personally visit the MTN offices (which I have no interest in doing) I do not know how to get this matter resolved. No doubt, after publishing this review someone from the very same department will call and try to mollify me - it is way too late, MTN, I will be voting with my feet!