Poor Service

Dear MTN

I am deeply disappointed by the extremely poor service rendered to me by your Liberty Promenade branch in Mitchell's Plain, Cape Town. I was very excited to come visit your outlet to take up a new contract, so much so I even requested 2 hours off my work schedule this past afternoon to do so. Acknowledging that your working hours might have been compromised by the current lockdown, I decided to phone in the abovementioned branch ***) to enquire about their closing time, to my delight i was informed its 17h00 weekdays.

Using e-hailing services, I made it to your outlet at exactly 16h41 and found that your doors were already closed with one customer being served at one of the service points and the rest of your staff jaunting the store with their personal cellphones on hand. Surprised as I was, one of your employees received me at the door and asked what I was there for - to which I explained - and I made it a point that I communicate the following to him; (a) the long distance from my residence to the outlet (b) the closing times confirmed to me on the phone (c) that I had sacrificed 2 hours off my already limited leave balance to come and do business with MTN. I was informed that, that process for a new contract was too long and would require me to come another day. What kind of service is that?

Never ever have a felt so confused and undervalued as an already existing customer.

This is stark incompetence, I was very annoyed at the service I was receiving from a brand that is meant to be about putting their customers first. An experienced staff member would have presumably maximized those 20mins and made sure the process in near completion by 17h00. Such a disgrace. I unfortunately did not record the name of person who answered the phone and advised of the closing time, nor did I get the name of the person who received me at the door.

Please provide detailed clarity on;

*why we were misled by your organization over the phone *why do you have different hours imprinted on your door if your branches close 20mins in advance *the substandard service that seemed widely acceptable throughout the entire branch *why entry to your premises - 30 minutes before closing time- is determined by the kind of need the customer wants *and if your service proposition is discriminatory in anyway (as I highly doubt a more astute client would have received the same service)

Looking forward to hearing from you.

Regards Anelisiwe Mabija