PUTRID SERVICE

I am writing to you absolutely furious!

I have been having endless problems with my MTN line this month and quite honestly I have reached my wits end and I am ready to cancel all future dealings with MTN. I have been an extremely loyal customer for almost 15 years now and have refused to change, yet the current situation has caused me to want to cancel all my contracts with MTN and move to a different service provider.

Long story short, my debit order had rejected and was not aware until I received an SMS on the 3 August. I had then immediately made payment on the same evening via the MTN app. It is now the 13 August and my line has once again been suspended!

My line was suspended for the first time on the 5 Aug and I called to explain what had happened. The first time I called the lady told me that the systems were offline. Something told me that she was lying so I called back immediately and got through to a lady by the name of Yvonne Greene. She advised me that she is updating my mtn security pin and re-activating my line until the payment reflected. All I needed to do was reboot my phone. I did this several times and even waited a day while constantly rebooting to check but to no avail, and neither was my security pin updated. Each time I called, I was pushed from pillar to post and told that the system is offline. My line was suspended for 5 days. This was extremely frustrating and highly inconvenient as I have a line for my elderly mother as well and if anything happens to her, she is unable to call anyone for help. We had a death in the family and neither one of us was able to get the news in time due to this inconvenience.

On Sunday 8 August I spoke to Lindokuhle Gcwensa who claims to be a supervisor, promised me he would activate the line after he received my bank statement as proof of payment (attached for reference). After a long hold, saying that he is activating the line, he came back to say that they are yet again experiencing a technical issue and my line will only be activated by 9pm that evening and he would call me. 9pm came and went and no call back, nor was my line activated! I then had to instead of turning in for the night had to call again and got through to several agents who stated that they don’t know who he is, until eventually I got through to Nondumiso Xulu again and was able to speak to Lindokuhle.. Once again another 50 mins of my time wasted for the second time that day, that’s excluding the times I called in getting through to people who don’t know who he is.

Lindokuhle Gcwensa promised me that he would send an apology that same night, well 5 days has passed and I still received nothing of the sort. I was also promised that he would get a colleague to send me an email with an update on the technical issue on Monday 9 August as all I requested was to be kept in the loop whether the system is offline or not. He assured me that someone would e-mail and still nothing all week. My lines were re-instated on Monday evening, fair enough, but still it is the principle behind the matter that I had still not received an apology or any kind of comms on the process. Nor any sort of acknowledge since and a further 96 hours a d counting have passed. 96 hours and my payment is still not updated despite given a 72 hour turn around time a d promised that their temporary solution would ensure my line does not get cut again while payment is being updated and still payment is not yet reflecting.

NOW, having given you the history, all 4 of my lines have been suspended YET AGAIN!!!!

WHY WHEN POP HAD ALREADY BEEN SENT ON THE 8 AUGUST AND WAS TOLD THAT MY PAYMENT WILL BE UPDATED WITHIN 72 HOURS??????? WHY HAVE I NOT RECEIVED ANY FEEDBACK WHATSOEVER OR ANY KIND OF FOLLOW UP?????

THIS IS ABSOLUTELY PATHETIC AND PUTRID SERVICE!!!!! I DON’T KNOW HOW LINDOKUHLE EVER GOT TO THE POSITION OF A SUPERVISOR WHEN HE CANNOT HONOUR HIS WORD AND PROVIDE SIMPLE FEEDBACK???? IS THIS THE KIND OF PEOPLE YOU EMPLOY??? WHERE IS HIS INTEGRITY AND RESPONSIBILITY?????

I HAVE ONCE AGAIN CALLED THE CONTACT CENTRE AND HAVE BEEN PLACED ON HOLD WAITING FOR A SUPERVISOR FOR 42 MINS, SCREENSHOT ATTACHED, THAT’S 42 MINS OF MY TIME WASTED AND THE AGENT ONLY CAME BACK TO ME ONCE TO STAY THAT THE SUPERVISOR IS STILL BUSY!!!! THIS IS ABSOLUTELY RIDICULOUS!!!!

MY PAYMENTS NEED TO BE UPDATED AND PRIORTIZED AS URGENT AND MY LINES ACTIVATED WITH IMMEDIATE EFFECT! I HAVE BEEN INCONVENIENCED FOR FAR TOO LONG!

INFURIATED CUSTOMER NASEEGAH