POOR SERVICE AT MTN DAINFERN SQUARE

Poor customer service at MTN Dainfern

I called the store during the week and spoke to the consultant Yolanda regarding my contract upgrade as I clearly explained several times to her that I was depleting my 400 free minutes and 6 gigs data since working from home hence I needed more than I was using currently. She was not helpful or listening and kept telling I must take the 200 minute package, I had to remind her at least 3 times that I needed more than 200 minutes per month. I then told her I was on a consumer corporate package to which she seemed ******** about and gave petty excuses as to why I had to move back onto personal. After much frustration I told her not to worry and got off the phone feeling rather annoyed with her incompetence. I challenge the store manager to listen to the actual call as it should be recorded. I worked for MTN in customer care and still work in a service environment and if I treated customers so badly I would be out of a job and certainly not reaching my sales target. After calming down I decided to give her a 2nd chance and drove to the store on Sunday 06 December 2020 to do the upgrade. Again she was *********** showing me irrelevant packages that were not suitable to my monthly needs and usage. Her attitude was bad and she was constantly searching for info and making me wait as she had no idea of what the current deals were. I have been s loyal subscriber of MTN since 1999 and also a sales employee and I'm justified in saying that Yolanda should not be customer facing or in sales when she cannot even speak or comprehend simple instructions. I asked her for sim only deals and also device included but she got it wrong over and over. I was frustrated as she made me wait aimlessly as she had to keep reading on her computer and said I was going to the pharmacy next door and will return for feedback and options to sign up. She never even mentioned anything and when I returned a few minutes later they locked the store and avoided eye contact yet I was standing outside in front of them. I was shocked and walked away feeling dismayed. She did not have the courtesy to contact me up until now despite having my entire profile and contact details. I'm extremely disappointed with MTN as this is not my 1st bad experience, a few months ago during lockdown level 5 they overcharged me 4 times my bill and then double the next month. I called and complained to several supervisors and call centre agents who did sweet nothing to assist except say it is being escalated and me having to repeat my story time and again. Eventually I got no help and had to stop my debit order to resolve the problem. I'm determined to change service provider as MTN does not look after loyal clients that consistently pay them. I never had a single unpaid in all my years. They also barred my outgoing calls a few times without my permission as they seemed it risk. How can they do as they please when I have never defaulted even once since 1999, they dic not even ask me but just barred me. Disgusting.