Poor service

I am writing to formally express my dissatisfaction regarding a router that I ordered from MTN on 13 May. At the time of the order, I was advised by the telesales agent that delivery would take between 3 and 10 working days.

I was specifically informed that because I placed the order on a Wednesday, the router would be delivered by Friday, 15 May. However, 15 May came and went, and no router was delivered. I continued to wait, believing the delay would be resolved, but weeks have now passed without any delivery.

Since placing the order, I have contacted MTN on numerous occasions to obtain an update. Each time I have been provided with a different delivery date and repeatedly assured that the router would arrive "tomorrow," "on Friday," or "within the next few days." Unfortunately, none of these promises have been fulfilled.

As of today, I have waited well beyond the 3 to 10 working day delivery period that was communicated to me when I placed the order. What is even more concerning is that no one has been able to provide me with accurate information regarding the status of my order or a realistic delivery date.

Furthermore, all calls made to MTN should be available on your recorded call system, and I encourage you to review them. These recordings will clearly demonstrate the numerous occasions on which I was provided with inaccurate information and empty promises regarding the delivery of my router.

When I enquired about cancelling the order due to the excessive delays, I was informed that the cancellation process would also take time. I find this completely unacceptable. When payment was deducted from my account, there was no delay or complicated process involved. Therefore, should I choose to cancel the order, I expect my refund to be processed promptly and without unnecessary delays or administrative hurdles.

In addition, I have been forced to purchase mobile data on a daily basis to accommodate the needs of my household while waiting for the router that MTN has failed to deliver. This has resulted in additional expenses that I would not have incurred had MTN fulfilled its obligations within the agreed timeframe.

I am also extremely disappointed with the level of customer service I have received. Rather than receiving clear and accurate information, I have repeatedly been given conflicting information and assurances that have proven to be untrue. In addition, I have been provided with numerous different contact numbers and departments to call, forcing me to spend my own airtime and valuable time attempting to obtain answers regarding an order that should have been delivered weeks ago.

As a paying customer, I should not be required to continually chase updates, make repeated phone calls, incur additional costs, and endure ongoing frustration simply to receive a product that has already been paid for. I consider this treatment unfair, unacceptable, and far below the standard of service that customers should expect from MTN.

I therefore request an urgent investigation into this matter, a clear explanation for the delay, confirmation of the status of my order, and a realistic delivery date. If MTN is unable to fulfil the order immediately, I request that the order be cancelled and that my refund be processed without delay.

I look forward to receiving a prompt response and resolution to this matter.

Yours sincerely,

Kim St Clair Marks