Poor customer Service received from MTN.

On Wed, Apr 24, 2024, 22:03 Robert Mays <***> wrote: Icasa please can you assist in getting this resolved

On Wed, Apr 24, 2024, 22:02 Robert Mays <***> wrote: Icasa please can you assist in getting this resolved ---------- Forwarded message --------- From: Robert Mays <***> Date: Mon, Apr 22, 2024, 21:27 Subject: Re: SIM2 NETWORK LOCK To: <***>

Aderlee have you got feedback on this complaint

On Sat, Apr 20, 2024, 07:39 Robert Mays <***> wrote: Aderlee the process by dailing *135# was done and a error message is attached . I have a Portugal Sim in slot 2 and I can make and receive calls. The problem is, it goes into Sim 2 network lock often and the device needs to be rebooted . Please can you give an explanation as to why it goes into SIM 2 Network lock as it is very frustrating when you on a call and it happens then the call disconnects. We have had this problem since the 18 October and been requesting MTN to resolve it.

Thank You

On Fri, Apr 19, 2024, 10:00 ComplaintsManagementTeam <***> wrote: Yello Robert,

We do apologize for the delayed response.

Kindly note that the code to dial to so this is as follows :

Dial *135# from the device and select option 0 for more and then select option to Request device network unlock. This is usually option 8 or 9 depending on the different brands. You can follow the prompts there after to complete.

Please note that this will not guarantee that the Portuguese sim card will work as the device might not be supported in the country and you will need to take to a local phone shop for more information regarding this. This steps will guarantee that a local South African network sim card will work in slot 2.

Warm Regards,

Aderlee Veerasamy

For quicker response and resolution times, connect with us on MTN Chat via WhatsApp. Make sure that you have the WhatsApp app downloaded on your device and that you save “MTN Chat” to your contact list. Our number is ***. Now, all that’s left is for you to say “Hi” to our team to get started. You can manage your account, get invoices and/statements, make payments, speak to a live agent and so much more.

From: ***

Sent: Wednesday, April 17, 2024 2:29 PM

To: ***

Subject: Re: SIM2 NETWORK LOCK

MTN this request has been sent numerous times to be rectified on the following dates April 2 / April 5 / April 9 / April 13 / April 15 and today Apr 17.

Please provide me with an alternative forum to send to as Complaints ideas not respond or give feedback on this.

C Mays can be contacted on *** for feedback

On Tue, Apr 2, 2024, 20:53 Robert Mays <***> wrote:

Contract was taken out in October 2023 for 2 x Oppo Reno 8 Pro phones at Clearwater MTN office.

Contract in C Mays name.

C Mays phone number *** other phone number 071 740 7172 for R Mays.

Mrs C Mays has the contract in her name has been trying since the 18 October 2023;to have the SIM2 Network lock removed on the two phones on as we have immigrated to Portugal on the 17 October 2023.

In the phone SIM 1 we both have MTN SIM cards and SIM 2 Portuguese SIM card .

The phone constantly goes into SIM2 Network Lock and we then need to reboot the phone.

Five emails have been sent and the consultants come back and give instructions to *135# Option 0 then Option 9. There is a error IMEI not recognised.

Robert Mays

SIM 1 IMEI *** MTN SIM Card

SIM 2 IMEI *** PORTUGAL SIM Card.

Charlene Mays

SIM1 IMEI *** MTN SIM Card

SIM 2 IMEI *** PORTUGAL SIM Card

We have immigrated to Portugal and tried since October 2023 to get assistance.

If this does not get resolved by MTN we have no other alternative to seek help from ICSSA.

MTN is this the way you treat your customers.

Please could you assist or direct us to the correct department at MTN. Please contact Charlene Mays as the contract is in her name.Contact Number *** It is very frustrating when you are on a WhatsApp call ,on Facebook or any app and the phone goes into Network Lock you then need to reboot and redial to connect to the WhatsApp call or to use the phone

Muchly appreciated for your assistance

See attached screen shot of the contracts and the IMEI error message when it goes into SIM2 Network l