NOT TCF COMPLIANT!!

My wife and I recently saw the marketing campaign "MTN Made for me" where you are able to create your very own contract to suit your needs and thought it is amazing. We jumped at the opportunity.

Went to the MTN store in Mall of Africa on 3 Feb 2018 at around 14:00, we waited in line for about 15 and then was called by a consultant who did not even give his name. First of all he was not able to explain what "MTN Made for me" is and how is works, he also said we do not need a proof of residence or payslips for our application.

We decided to leave purely because we did not trust him and because of his arrogant and obnoxious attitude.

We came back the next morning 4 Feb 2018 at 9am, we sat with a lady who also couldn't really explain the concept of "MTN made for me" to us. Please note now she confirmed she needed a proof of residence and payslips (luckily we had it on hand). Out of pure frustration we left the "made for you" issue and asked her to process and application. She went to the back and conveniently had no stock of the requested device and also was not sure by when they will get again so did not want to assist further.

We went to MTN Sandton later that afternoon and was assisted with an application, but I was declined due to "affordability" as per the attached screen shots. The consultant confirmed that the decline is not due to insufficient funds or a bad credit record, however she could not confirm why it was declined by the system. She also did not want to do much more, the most she could offer was a number for us to call tomorrow.

Here is my issue:

Your consultants have absolutely no idea what is going on with your products and what is the point of the consultant if they cannot give you any advice? They default to "business rules" or "T's and C's apply"..What type of customer service is that??

Your marketing on this "MTN Made for you" plan as shown in the screen shot implies that the client can choose the package and how it works when in fact we cannot with phrases like;

"Build the perfect contract that suits your needs" - we couldn't. the consultant said we must choose one of the January deals.

"Less our way, more your way" - Where is it more my way if I have to choose your predetermined packages?

This is at its best false advertising and misleading and even more how is that "Treating your customer fairly"??

So to summarize; after 2 days of extremely bad customer service and 3 different stories of what "MTN made for me" actually is and endless stories of why they cannot explain or cannot assist we are still stuck no where closer to upgrading my fiance.

The package we wanted is:

Silver iPhone X 64GB 1GB Data 50 SMS's 100 Minutes

We kept getting the iPhone X R999 deal literally shoved down our throwts!

I only want 2 things -

1. I want to understand why MTN declined me since your own consultant said it is not due to affordability or my credit score... 2. I want the tailor made package as aforementioned...

No response or success in either of the 2 points within 48 hours will result in me going to the ombudsman and social media.