no customer care

Attention MR Godfrey Motsa

We wanted to bring it under your attention that we are really unhappy with the customer service we got from MTN. It is sad that the CEO is so unavailable to customers. My husbands contract with MTN on nr ********** finished a month or two ago. Mtn direct kept on calling him to upgrade. In the end he decided to pre order the Samsung NOTE 8 with them, on the 21st of September he did a upgrade with Cindy from MTN direct. She informed him that he will receive the phone in 5-7 days. After a week we tried to phone MTN direct and I want to say good luck to anyone trying to contact MTN direct. It is impossible to get hold of anyone to help at MTN direct all they do is transfer you from point A to b while you listen to **** music for hours without any help. Week two came and my husband decided that he is no longer interested in the upgrade. We tried MTN’s facebook page to get help, I tried Victoria from MTN Klerksdorp in Matlosana mall to help, we tried Fanie the regional manager of North west which had Simone from MTN mooirivier mall on it to try and help. Still no luck. I have mailed your customer care and all you get from them is an automated email telling you they received your mail with refnr c ********** [# ********** 9] and c ********** [# ********** 2] and that is the end. The upgrade was done the 21st of September on the 6th of October we tried to cancel. By the afternoon my husband was called by Cindy to organise the couriers to deliver the phone, he told her to cancel the upgrade. The fact is the phone was not delivered as it should have been and after all the emails and comments on facebook trying to cancel the contract she then suddenly remembered the delivery, well he was no longer interested in the upgrade if this was the service he received what would the future hold if the phone gave trouble. Customer service at all levels in MTN is useless and due to that fact he is no longer interested in this upgrade. We already did get legal advice and according to them we have al the right to cancel an upgrade since we still did not receive the phone and MTN did not keep their side of the contract the consumer law expect companies to treat customers fair and this does not comply with fair treatment. The only person that did his best to help us where Fanie but it seems to me he have no authority over MTN direct. A bit of advice if MTN wants to keep customers it would help to get a customer care that actually is available to customers and actually do listen and handle problems, and maybe to change the names of the different companies in MTN as the one gives pathetic service now all the others are seen under the same light. Nothing MTN do will convince my husband at this stage to upgrade with MTN. Please assist me with the cancellation of the upgrade as we really do not no where to seek help. MTN keeps customers hostage by being totally unavailable for customers and the moment they hear the words cancellation the answer is hold on for….and the you listen to music forever but no one picks up ever again. We will not be kept hostage by MTN, the debit order has been cancelled, the phone has not been received so we have no commitment to MTN. Mtn Direct cost you four customers as my husband is moving to Vodacom, the moment my contract and my two childrens contracts with mtn is finished we will also move as it is just more cost effective to be with the same service provider.