POOR POOR CUSTOMER SERVICE - ONLINE ORDERS

Hi there,

On the 15th of October I app**** on-line (REFERENCE ***2) for a Home Router MyMTN Home router on MyMTN Home Uncapped 10Mbps for R499 x24 months on the MTN website.

Around the 22nd I received a call from one of your agents who helped me through the application - unfortunately I did not qualify for the full amount of R499 and the agent said he would apply for a review for me.

Okay...I did not receive any communication from that day about the progress of the review or if it was successful or not. Then on the 24th I received an email titled "Contract Application Submitted" - the document attached not only had incorrect details (contract term, dates, address, occupation) but was also not communicated to me prior. Also I had app**** for 24 months but the contract application I received has 36 months on it. I assumed it meant that the review was successful but I do not understand why the term was adjusted!!!

Then on the 27th I received an email notifying me that my order was packed and ready to go (again no one has called to inform me with updated contract details and that the review was successful).

Finally on the 29th I received the router and the SIM card (from a Mondo driver I believe) - I gave my ID copy and proof of address to the driver (I assumed this was to RICA). Now, this is where the nightmare for me begins.

1. There were no instructions with the SIM and router (I am new to MTN so I do not know what the process is). So I insert the SIM and get a red light from the router signal as expected since it was probably not RICA'd yet. So I wait a few hours and then I call. I am told that the SIM has not been RICA'd yet (It's RICA barred) and the agent I spoke to helped me get the contact number for the RICA department to get the SIM RICA'd. I called the RICA department but more than 12 hours later the SIM is still not working - so I self RICA on the MyMTN App. Within a few minutes I receive an email confirming that it has been successfully RICA'd. Now I'm thinking the SIM will work, but nothing. So...

2. I call again - this time I am told that the SIM has not been loaded with data. Okay...so I ask how that will be taken care of and I'm told that the agent will log a query for me to get the data loaded. About 12+ hours later the query is still open and the SIM is still not working. You can imagine my frustration at this point because I'm running around calling all these numbers without any guidance (because I did not receive any information on this process). Okay sure...

3. I call again after those 12 hours+. Now, this is where it gets confusing and even more frustrating. I called multiple times and each time I spoke to an MTN agent, I got conflicting information/guidance.

The first agent I spoke to (from point 2) told me that the query logged will resolve the data loading...but when I called after this, I was told that that was not the correct process - that the information I "should" have been given was to call the activations department. I tried calling and I could not get through to them because today is a public holiday. So...

4. I call again just to make sure that this information is correct. The next agent that I speak to tells me that I should return the items (router & SIM) to an MTN store (and cancel the contract before first billing occurs) because they have not met any customer who has not had issues with these packages and SIM card working. At this point I'm getting even more frustrated because now I have to drive to an MTN store for something I ordered on-line and worse I'm being told that it will not work and I have wasted my time and energy applying for this thing. So...

5. I call again, the next agent I speak to (after telling them everything that's happened so far) tells me that I need to wait until the 17th (my provisional date) and the data will be loaded then. The agent is adamant that this is the correct process/thing to do. As you can imagine at this point I am royally confused and even more frustrated. So now I have to wait for 17 days before I can use the SIM and the current non-existent data. So again...

6. I call for the last time to get some clarity - this time around I am told to again call the activations department tomorrow (2 November). This makes some sense to me but also it doesn't give me any confidence because of all the conflicting information I have been given.

So I'd like to know from you: 1. Why was my application changed from 24 months to 36 months without being given any communication? 2. Why did I not receive any guidance on how this process works from the time the items are delivered to me? 3. Why are your agents giving me conflicting information? The reason this question is important to be answered is because I am really frustrated at the amount of time and money I've spent calling to figure out who to call for what and how this is supposed to work (without getting any clarity still). 4. And finally...what is the correct process here? When will this SIM be activated?

Please see details below for your convenience to sift through if needed: Contract SIM Number: *** Customer ID Number: *** Customer Contact Number: ***

If I cannot get any clear information and if this SIM is still not working after my final attempt (of calling the activations department tomorrow) I will be forced to ask for a cancellation. I was really looking forward to being on MTN as I have heard a lot of good news from my friends and family who use it. But after this experience of sitting with a non-working SIM for 4 days plus poor communication from customer care, I am dreading being on a network where I cannot get clear and concise guidance.

Please do update me urgently on this matter as I would rather not have to be billed if this is how the customer service will be from inception. I'd much rather cancel this contract before billing if this will be the quality of customer service I will get. I cannot spend 24+ months using your service if I will not get any helpful service for that term as a paying customer.

Please excuse my tone but do also try to understand from my point of view how frustrating this has been.

Kind regards, Nokulunga H.