PLEASE HELP ME WITH MY PROBLEM FOR I HAVE PHONED MTN HOW MANY TIMES AND STILL I AM STRUGGLING.

To who it may concern,

So my complaint is going to be about: Poor service, Bad behaviour, Unhappy client and Cancellation of number ***

My story: My father Francois Earle past away over a month ago, I went to the MTN white building, Bloemfontein Head office, to cancel my number that is on my dads name. Where at first when we went in to do a transfer of ownership at Brian for the other number. He informed that when I want to come and cancel my number I need to hand in the device as well with the death certificate and ID of my dad.

Which I then went home clean the device and attached all the documents to the box to hand in at MTN. My second experience was really bad! I was told by Brian that I can hand in the device with documents he said yes the first time, my second time there I ask the person who helps you at the ticket booth if I can just give the phone to Brian and leave? First I do not know why there is someone at Head Office working with the ticket booth but do not understand what I am asking? Meaning she does not know what is going on at all, she could not even go and call someone that can help me to what I am asking.

Now my father past away there is so much for me as a 22 year old to do still and sort out. I could not wait long there so I said I will wait with a ticket, as soon as Brian was finished helping his client, I went to ask him if I can leave the device with documents with him, witch his first reaction was not "Hello, how can I help you?", but only to say to me that "I need to wait till they call my number", I do understand that every place have procedures in place, but the person at the ticket booth could not even help me with what I wanted to know. I just wanted to ask a question! But every time I start with my sentence Brian keeps on telling me "I need to wait for my number to be called". Again I do not have time to wait where every consultant was busy I waited for Brian. He told me then I need to sit with him, while he cancelled the number and receiving the device.

I then left after Brian have assist me with my question, after my fourth attempt to ask him, without him being rude. This is service I will never ever tolerate I may be 22 and this may seem obnoxious to some of the staff, but to me this is unacceptable. I will not let this new way of MTN customer service be a way of business.

My parents in law have two Vodacom shops, I know what customer service should be in a business like this. And if this is what MTN head office Bloemfontein offers, I feel ashamed that I was proud of MTN and I feel sorry for the people who have to do business with Brian.

My last request then will be for MTN to receive the device, IPhone 8+ rose gold, Brian must phone me personally and apologize. Only then will I hand in this device to MTN. If this is not going to happen, your legal department is more than welcome to black list the phone or take me to police, but I will stay with my statement, only when Brian apologized I will hand in the device. Please do note that I was there to hand in the device, but with the bad service I walked out, so please do not send me a message to say that I can keep the device and that the outstanding amount will be send through to the estate so that it can be paid through the funds, this will not be accepted.

I may be 22 but I really do hope you find this message helpful and that this problem will be resolved with good intentions and that MTN head office really needs to work on how polite and happy they can look, even if they don't want to be there. They need to set off a good environment for YOUR customers.

Just something personal, this number that I had by you, was my first number since I was the age of 9 my first ever contract as well. MTN for me was the best even if I my parents in law have their own Vodacom shops, I still stood by MTN and always said that they are the best provider. I cannot believe that after so long this is what I would have received from you guys.

My new number is ***, when Brian needs to contact me.

Thank you for the service and hope this matter could be sorted as soon possible.

Kind Regards Jacqueline