Poor Service and Lack of Communication

I am writing to express my extreme dissatisfaction with the service provided by Lerato Molaudi from MTN in relation to my recent attempt to establish a new phone contract. My experience with MTN has been nothing short of frustrating and disappointing.

I initiated contact with Lerato Molaudi on February 28, 2024, expressing my interest in acquiring a new phone contract with MTN and porting my existing number from Vodacom. Despite assurances given, the process has been plagued with delays and a severe lack of communication.

On April 2, 2024, after patiently waiting for over a month, I reached out to inquire about the status of my new contract phone. Instead of receiving a comprehensive update, I was informed that there had been a change in prices, which I reluctantly accepted. Subsequently, Lerato Molaudi promised to expedite the order for same-day delivery, yet failed to follow through.

Despite my repeated attempts to obtain information regarding the progress of my order, communication from Lerato Molaudi has been sporadic and unhelpful. Messages have gone unanswered, and promises of updates or delivery confirmations have not been fulfilled.

Furthermore, the lack of responsiveness has been exacerbated by the fact that my contract with Vodacom ended on April 1, 2024, leaving me without the ability to make outgoing calls. Despite my reliance on WhatsApp to communicate, Lerato Molaudi has consistently ignored my attempts to contact them.

Despite finally receiving my device on April 10, 2024, after numerous delays, the problems persist, and I remain deeply dissatisfied with the level of service I have received.

On Monday, April 8, 2024, I contacted Lerato once again to inquire about the delivery of the device. However, the information provided was minimal, consisting only of a screenshot of the DSV portal. Lerato informed me that he was not provided with the actual time of delivery, leaving me in the dark regarding when to expect my device.

It was not until midday on Tuesday, April 9, 2024, that I received an SMS stating that DSV would deliver the device on April 10, 2024. While I did eventually receive the device after a prolonged wait, the ordeal did not end there.

Prior to receiving the device, I was informed by Lerato that my SIM card would be activated as soon as I inserted it into the new phone. However, despite following these instructions, I have yet to receive any service on my MTN SIM card as of April 11, 2024.

Frustratingly, my attempts to contact Lerato for clarification and resolution have been met with silence. Despite numerous calls made via WhatsApp, Lerato has failed to respond, leaving me with no choice but to seek assistance from the MTN call center using another device.

It was only through this alternative means of communication that I was informed that the SIM card would be activated 24 hours after delivery. This lack of clarity and communication is unacceptable and reflects poorly on MTN's reputation for customer service.

As a National Account Manager for MTN, I expected a higher level of professionalism and service. Unfortunately, the handling of my case has been characterized by incompetence and a lack of integrity.

In conclusion, I am deeply disappointed by the ongoing issues I have faced throughout this process. I would NOT recommend MTN to anyone! I implore MTN to address these concerns promptly and take the necessary steps to improve communication and service delivery to prevent similar incidents from occurring in the future.