Poor service from MTN

Below my experience with an on-line upgrade where the courier delivery vehicle was hi-jacked before I could take delivery of the phone. Desperately seeking assistance from MTN - but very poor results and feedback. It is impossible to speak to any person as the call centers divert you from one operator to another. To date I have spend 5 hours to try and get assistance. To understand the mail below, start reading from the bottom upwards as this is the e-mails that was send.

MTN

I have not received any feedback? My phone is broken and I need to complete my upgrade.

The communication via the e-mails is not resolving my issue, please send me a name and contact person that I can speak to as your help desk is unable to process my attempts to contact you. I keep on receiving mails that the issue has been re-directed to another department – do you really know what is going on and how to resolve this matter?

Regards

Andre

From: SME Customer Care <***> Sent: Thursday, 03 December 2020 14:07 To: Andre Subject: Re: FW: FW: Contact us Query Online Store [#***]

Good day Andre, Thank you for emailing Enterprise Support Services. We have redirected the query to the CCS Outsourcing team whom assisted with the upgrade. We look forward to being of service to you in the future. Kind Regards, Lyle van der Westhuizen Enterprise Support Services MTNSA

--Original Message-- From: *** Date: 12/03/2020 02:22 AM To: *** Subject: Re: FW: FW: Contact us Query Online Store [#***] Good day Team, Thank you for your email. Please can you forward the customer query below to the the sales partner responsible for the upgrade. Re: 083285**** Kind regards Krishnaveni Kanniah MTN SA Reference number ***

--Original Message-- From: Andre. Date: 12/02/2020 01:33 PM To: *** Subject: FW: FW: Contact us Query Online Store [#***] MTN It is now three weeks that I am trying to resolve this issue. This is NOT ACCEPTABLE!!!!! Who is responsible to assist me??? Can this issue be resolved, and who is the correct department to do so? Regards Andre From: SME Customer Care <***> Sent: Wednesday, 02 December 2020 12:45 To: *** Cc: Andre Subject: Re: FW: Contact us Query Online Store [#***] Good day Team Thank you for emailing Enterprise Support Services. Kindly escalate your request to the correct team to assist you further since we don't do upgrade cancellations on our side. We look forward to being of service to you in the future. Kind Regards, Busisiwe George Enterprise Support Services MTNSA

--Original Message-- From: *** Date: 12/02/2020 09:25 AM To: *** Cc: Andre. Subject: FW: Contact us Query Online Store [#***] Good day Please assist by cancelling customer’s upgrade as he didn’t receive his device due to the DSV truck being hi-jacked. He would to have this upgrade cancelled so he can upgrade via the store. ID: 641207******* Contact no: 083285**** Warm regards, Employee Connect-KZN C: +***0 From: Customer Care <***> Sent: Wednesday, 02 December 2020 8:54 AM To: Nossie Maphumulo [ MTN South Africa ] <***> Subject: RE: Contact us Query Online Store [#***] Good day Nossie, Thank for taking my call earlier. Please assist with the below query. ID: 641207******* Contact no: 083285**** Kind Regards, Pinky Ngeleka MTN SA Reference Number: ***

--Original Message-- From: Andre Date: 2 Dec 2020 07:22 AM To: *** Subject: RE: Contact us Query Online Store [#***] MTN My ID is 641207*******

From: Customer Care <***> Sent: Tuesday, 01 December 2020 12:34 To: Subject: RE: Contact us Query Online Store [#***] Good day Andre, Thank you for emailing Customer care. We sincerely apologize for any inconvenience you may have experienced with our service. Please provide us with your ID number or Order number for us to follow up with the relevant teams. We look forward to being of service to you. Kind Regards, Lungelo Mbonambi MTN SA Reference Number: ***

--Original Message-- From: Andre Date: 30 Nov 2020 10:58 AM To: *** Subject: RE: Contact us Query Online Store [#***] Dear MTN The last communication that I received was on 25 November, please update me regarding the progress ?? From: Customer Care <***> Sent: Wednesday, 25 November 2020 15:28 To: Andre Subject: Re: Contact us Query Online Store [#***] Good day Andre, Thank you for your email. Kindly be advised that we have escalated your query to DSV and MTN Warehouse for further assistance, they will revert back to you with feedback. Kind Regards, Matilda Dlamini MTN SA Reference Number: ***

--Original Message-- From: Andre Date: 25 Nov 2020 02:26 PM To: *** Subject: Contact us Query Online Store [#***] Dear MTN I did contact the courier company DSV and they again advised me to refer to MTN to resolve the matter. For the past three days I have spent four hours trying to contact the customer care line, being transferred from one person to another and they keep telling me that their department is not responsible to resolve this matter. I have also contacted the MTN branch in Potchefstroom - Rivermall and the response is the same – they can t resolve this issue as the upgrade was done on line. Is there somebody that can assist me???? If not, cancel the phone that I ordered on line and send me the proof of the cancellation, so that I can deal with the MTN branch in Potchefstroom. From: Customer Care <***> Sent: Tuesday, 24 November 2020 16:55 Subject: Re: Contact us Query Online Store [#***] Good day Andre, Thank you for your email. Kindly be advised to contact DSV on this number *** to find out when will they be able to deliver your package and they will advise accordingly. Kind Regards, Matilda Dlamini MTN SA Reference Number: ***

--Original Message-- From: Andre Date: 24 Nov 2020 01:15 PM To: *** Subject: Contact us Query Online Store Cellphone number: 083285**** Subject: Online Store Message: I have ordered a new phone on my upgrade. The courier that was suppose to deliver the phone was hi-jacked and I have not received any feedback from MTN. DSV couriers send me the following *******. Please contact me on this number - 083293****