ON GOING TECHNICAL ISSUES (VOLTE)

The VOLTE(HD calling) has stopped working after my upgrade

I contacted the store where my upgrade was done and they tried to activate it on their end but came up as failed, and then logged a call

Initial call logged on 21/01/2019 with reference : 1- ********** 5665

Called again on the 24/01/2019 with reference : 1- ********** 0059 –

As was advised initial query logged was incorrect and new query needed to be logged

Called on 30/01/2019. Was advised to wait 24 hours as services were loading and was on 95%

Called next day was advised information given to me was wrong and need to wait 7 working days.

I received and sms on 04/02/2019 with reference : 1- ********** 0059 stating the query has been resolved and should call back within 48 hours if the problem still persists

Called today and was on the line for 19:53 and the agent kept on placing me on hold for long periods of time and was checking, and finally comes back and was told the manager advised they do not deal with this queries and need to speak to technical team, asked to speak to the manager the agent placed me on hold and ended the call.

I called back someone answered the call as normal, when I advised reason for my call, the advisor then whispered and advised I will be transferred to another agent. I spoke to Gwen Khosi and asked her for the details of the previous agent that I have been speaking to, she advised she cannot pick up anything on the system and the last call reflects on the 30/01/2019. So where does the calls go? Are the agents not noting the interactions with the customers?

Gwen then advise that she needs log a query again and will take up to 72 working hours, and can use the same reference number when I call in (1- ********** 0059).

This is terrible service from MTN and if I knew I would be getting this kind of services I would have not upgraded my contract and moved to a difference service provider .

This issue needs to be resolved immediately