Poor service as well as arrogance

Formal Complaint Regarding Customer Service Experience

To Whom it may concern

I hope this message finds you well. I am writing to bring to your attention a concerning experience I recently had at two of your MTN stores located in Eastgate Mall.

On Friday 22nd December 2022 I visited the first store adjacent to Game, seeking assistance in reporting a hacked or cloned number as well as eSIM issue.The personnel at this location redirected me to another store next to Checkers. Unfortunately, my experience at the second store was far from satisfactory.

The lady I encountered was notably rude and informed me that there was nothing MTN could do to assist me in recovering my compromised number. She went further to suggest that I should consider my number as lost. Additionally, she stated that she was unable to help me with eSIM-related matters.

As a loyal MTN customer, such dismissive and unhelpful behavior was disheartening. I believe in the importance of quality customer service, especially in situations involving security concerns like a hacked or cloned number.

I kindly request that you investigate this matter and take appropriate measures to ensure that customers receive the support they require in such critical situations. Your prompt attention to this issue is highly appreciated.

Thank you for your understanding and assistance in resolving this matter.

Sincerely, Lazarus Tsotso Mohlala ***