New name for service, "Non existant"

<p>MTN must be the company with one of the worst Call Centres in the country. I work for a big corporate company, and I am involved with Quality Assurance for the call centre for this company, therefor I should know the in's and outs of this industry.</p> <p>On Saturday the 22nd of July, I made a payment at ABSA towards a cancelled contract in my name. On advice from the MTN call centre, I used the cell phone number as payment reference. The following Monday I did a follow-up with the call centre, to confirm when the payment will reflect, just to be told that the number is now a pre-paid number, and that I should have used the contact account number as reference for the payment. I was then told that they would refer the matter to their "Banking" department, and that they would ask them to allocate the payment to the contract number.</p> <p>Today is the 3rd of August, and the matter still has not been resolved. I have spoken to numerous consultants, and to at least two team leaders, who always promises to phone me back, but never does. Every time I phone I have to hear the same explanation again, "we are waiting for the Banking department to allocate the payment".</p> <p>There is no accountability, sense of urgency or empathy from anyone at the call centre. You are just another number and it feels like they are really doing you favour by talking to you.</p> <p>I recently upgraded another contract at a MTN store, and this shop cannot activate the contract until the payment allocation reflects. So in effect I am in the possession of a phone which I am not paying for, yet they make their customers feel like they are doing you a favour sorting out their own mess.</p> <p>I would never recommend MTN to anyone. the only reason I am still a customer is because I have been one for the last 20+ years. This company clearly has no values embedded into their "service delivery" or lack thereof........</p> <p> </p> <p> </p> <p> </p>