Poor service and months of still waiting

Hi MTN,

On the 17th of September 2022, I upgraded my contract at MTN Hazyview, dealing with Rudi. The devices chosen isn’t in shop, so I’m told they’re ordered that day. I contact Rudi a few times thereafter but am finally told on the 30th to revisit the shop for more fingerprint authentication before the ordered devices could be released from Johannesburg. Note, I live 43km from the shop, visiting it isn’t easy. I visit though on the 1st of October for the necessary.

The coming Monday I’m told to wait another week for delivery. Unimpressed I tell Rudi I want my devices as I feel I’ve wated long enough. Late Wednesday afternoon 5th October my phones are delivered, however 2 additional devices part of the package is not. I call Rudi on the 4th informing him as such, to which it becomes clear he never ordered the devices, even though he loaded all the items into the upgrade on the 17th. More promises later I’m told they’re ordered. 2 weeks later Rudi calls and says the one device is in the shop. Visiting the shop on the 22nd of October to collect I’m told over the phone by a not present Rudi I can only pick up both devices together. Another waisted trip.

Hereafter I don’t hear from anyone again. On Friday the 9th of December I call Rudi on his cell, no answer, neither on a whatsapp call. I drove to the shop, arrive at 13:55 to find a closed shop with no one in sight. I send a Whatsapp message to Rudi telling him about being displeased about the lack of service and that I’m going to complain to MTN directly. To this day I have received no answer, he hasn’t even bothered to read the message.

I emailed MTN complaints department on the 22nd of December, received an automated email with reference number ca46d38f-ad93-4d56-b166-36f091f77e95. Near 4 weeks later, still no call, mail or any response from MTN.

So, here we are, 4 months to the day later, my upgrade package is still incomplete, MTN Hazyview, Rudi and the complaints department doesn’t care to respond.

Are you even interested in your customers any more?