Pathetic Service

I app**** for a upgrade on the 15th of August via the MTN Online store, after 2 days a consultant phoned me and processed the upgrade, at that point I was told it would take a couple of days for delivery. I was never giving a order number or a tracking number.

After 5 Working days I phone and get through to the upgrades department, The consultant tells me it should have been delivered already and she is escalting the matter and will get back to me. Next day I phone again only to get told since the upgrade was done via Online store I need to contact them via email as they have no number you can call them on, I proceed to go to the website and fill in the "contact me" form. To date I have received any feedback on that ticket number.

so forward a few days and phone MTN direct again finally get through to a very helpful consultant that informs me that there is a problem at the warehouse due to a system migration and they were in formed to tell clients it can take up to 12 working days for delivery. He also gives me the email for the team leader/supervisor at the online store and recommends I email her directly. Within minutes she replies to my email apologizing and CC other members of her team and say they will follow up and keep me updated. Fast forward even more days and no feedback, you need to bombard them with emails to get any response.

I decided I have had enough and request the upgrade be canceled as now there is no longer a system issue but now there is no stock even though she confirmed stock when the upgrade was done. I get told it will take upto 5 days to cancel the upgrade as they need to confirm the device has not been shipped (the same device there is no stock off to even ship but anyways). This was the Monday on Thursday I phone the retention department (as waiting on the Online department to provide any sort of feedback is like waiting for rain in the desert) and speak to a manager that said they will follow up with the warehouse that the device has not been shipped and immediately cancel the upgrade for me and provide feedback. Friday I phone again (Now the retention department seems to be so busy you hold on for minimum 45 to 60min before speaking to someone). This consultant puts me on hold and after while says she will phone me back after the person at the warehouse confirms the out of stock device has not been shipped, true enough she phones me 30min later to confirm the upgrade has been cancelled and termination date for my contact has been reverted to what it previously was.

Fast forward to the 18th when I am finally able to view my invoice as for some reason MTN only does its billing on the 13th and I am getting invoice for the cancelled upgrade and device I do not have. Phone the call center extremely annoyed and frustrated at this point, speak to a consultant and then a supervisor in the Durban call center only to get told by him I need to stop being rude to him when I no point did I raise my voice, curse or be rude to him. HE GIVES THE PHONE BACK TO THE CONSULTANT AND THEN PROCEEDS TO MAKE FUN OF ME TO HER ALL THE WHILE THE PHONE IS NOT EVEN ON HOLD AND I CAN HEAR EVERYTHING. If your going to belittle someone at least have the decency to first put the phone on hold.

Back to the point on had, Once again I get told you can't speak to the billings department and it needs to be done via email and will take anything from 2 to 48 hours to be reviewed. I ask to be transferred to the retention department as I am now done and want to terminate my contact early. 50min later on hold I speak to a guy that tells me I will need to pay the incorrectly billed upgrade plus the remaining device charge (i am fine with the device charge) and then at the next billing cycle they will see if they then still owe me money, and then only see about processing a refund or I can wait as it takes up to 72 hours (this after I was just told 60 min prior to this it only takes up to 48 hours) for the billing department to review the cancelled upgrade and rectify the account.

I wish there was service to complain about, but how do you complain about something that does not currently exists. Your a company that provides people with the means to contact each other yet no department seems to have a phone when I client wants to speak with them. You have to phone the call center and then just keep getting different information from each person you speak to and you speak to a lot of them when you are constantly getting transferred from pillar to post the whole time.