Pathetic customer service

After seeing that I am constantly buying data and minutes every month, I realized that I needed to be on a higher offering package and I have been attempting a migration for the past 3 months at MTN.

When I call the call centre, they tell me that its possible and need to go in to the store to finalize. Once in the store, 2 different agents, on separate occasions, told me that it is not possible, even after reference numbers were provided. Eventually I got them to talk to the person in retentions who told me that it is possible and the agent Sbonelo, told me that he will put it through on the system, and my update will reflect 2 weeks later on 14 November.

That date came and went, and even when checking on the app, there was no update to my package, so I went in, for the 4th time, and asked Sbonelo what was going on - he said that there was a problem, because I will lose my data if I migration (note no attempt to contact me and advise on this and the way forward). eventually I said its fine, just go ahead. He advised that it would be done in 2 - 24 hours. I signed documents and left.

3 days later, still no change, I went in for the 5th time, and Sbonelo told me that there was a problem on the system, and he had to send a mail to IT department and I should give it up to 72 more hours for the change to go through.

It is now a week since that discussion. I called in to the store this morning and asked for Sbonelo and was told that he was not in, I asked for a supervisor and was told that one of the supervisors had left the store (just after 9, when the store opened), and the other was busy. I told him that I would wait, and he told me no, because that supervisor is very busy and would not be available anytime soon.... I am still waiting for a call.

I cannot understand what is so difficult here.

1. Call centre and store staff are DEFINITELY not aligned on products and process.

2. Cresta store staff understanding of a client request is certainly lacking

3. Follow up for a client who is clearly unhappy with the time to resolve an incident is non-existant.

I have been a loyal MTN customer for 15 years now, and my entire families contracts are on my account, but seriously considering changing networks if this is the service that I can expect.