Poor Customer Support from MTN

I renewed my contract via the MTN call centre in July 2018. On the day of the renewal, I was sent the SMSes relating to the upgrade, and noticed that the incorrect contract and bolt on packages had been loaded. I immediately called the call centre back and informed them that they had made an error and requested that the contract and bolt on package be corrected. The call centre operator who had processed my application informed me that she would not be able to sort out the error, but would forward the ticket on to the department that could.

After 2 days, I had not heard anything and called back to the call centre. I was assured that it would be resolved, but again, 2 days later and nothing had been done.

I called back every couple of days for a few weeks, but with no luck. I then went into the Richards Bay branch of MTN to ask for their assistance. Again I was informed that they are unable to sort it out in store, but would email the people who could assist me. The first email they sent (with me CCed) was on 17/08/2018, further emails were sent on 20/08/2018 to after which multiple emails were sent on the 22/08/2018 and 13/09/2018. I eventually received an email back from the Enterprise Support Service on 14/09/2018, who again asked what was required. I rep**** on the same day…. but nothing happened. On the 2nd of October, I was emailed by the Enterprise Support Service again, apologising for the delayed response and asking if the package had been sorted out. It hadn’t. I rep**** as such, and as of today have not heard back from anyone at MTN. So three months into my contract, I am yet to have the package corrected, and have still not received the device as per the contract. The following email addresses at MTN were involved in the requests to rectify the contract: • ********** • ********** • ********** • ********** • **********

I would really appreciate someone from MTN helping me resolve this issue.

Regards James Reeves **********