POOR SERVICE FROM MTN!

I am disappointed with how MTN treats customers that wish to cancel their expired contracts. This is the second time I have struggled to just get a contract cancelled. The funny thing is when it comes new business like upgrades and new contracts they are quick to help and follow up numerous times.

My contract expired on 29 August 2021. Before expiry i tried to contact MTN twice. On 26 August the call to their retentions team remained unanswered for close to 20 minutes and I gave up. On 27 August, i called and this time i spoke to a "Service Champion" who told me she could not cancel the contract before its expiry date and i would have to call again on 29 August. I was baffled that she could not even pend a cancellation especially considering that 29 August was a Sunday and the retentions team only work Monday to Friday. After the call, i went on Twitter and had a conversation with someone with initials SM in my direct messages. The person was kind enough to give me the retentions email address and advised i send an email since they are closed on Sunday. I sent the email right away and got an automated response with ref number #***. I thought that meant they will look into my request. On Monday, 30 August, i receive an sms saying my contract has expired and i am now migrated to a month to month. I DO NOT WANT A CONTRACT.

Anyway, i called the contact center again today 1 September 2021, spoke to another 'Service Champion' who forwarded me to retentions. I suppose it is obvious what transpired. I WAITED FOR 35 MINUTES WITH NO ANSWER UNTIL I GAVE UP!!!! Something tells me the team knew what was coming and purposefully since I had already explained my story to the first contact.

I went back to Twitter. This time around someone with initials YB greeted me but as soon as i explained the reason for contact i never got a response back. Even followed up to check if someone would look into it and still no response 2 hours later.

MTN, I have been a loyal customer for years, have had several contracts and currently have two, one of which i am trying to cancel because it has expired. Please treat customers fairly and not only reward your employees when they bring new business but also when they offer great service to customers. Look into why your retentions team chooses to not answer calls leaving customers desperate. We are in a PANDEMIC and we all can't go and queue in your stores. This is the time to make great use of your contact centers and maximize their use in solving issues that can be solved telephonically. I am not sure who gets to be called a 'service champions' because this creates an expectation that we are dealing with people who are passionate about what they do and won't leave a customer hanging. If you have to name them champions, then they must WOW us like the champions they are called.

I AM VERY DISAPPOINTED AND WOULD LIKE THIS ISSUE RESOLVED ASAP!