Rude agents

I am writing to express my dissatisfaction with the service I received from two agents regarding my online application for the Home Internet Starter package priced at R269.

The first call occurred at 14:34 and lasted 39 seconds. The female agent greeted me and mentioned that she was contacting me about my application. Unexpectedly, the call was terminated without any further explanation. This abrupt disconnection was, quite frankly, unprofessional.

Approximately one hour later, at 15:30, a male agent called me regarding the same application. He inquired why I had not completed my order. I explained that I encountered an error message on the website, which indicated that an agent would reach out to assist me. The agent asserted that he could help complete my order but informed me that I would need to pay R511 for the router. I sought clarification on whether this amount was in addition to the R269 monthly fee. His response suggested that I was confusing the total, as the R511 included the router.

When I pressed for a breakdown of how the R511 amount was calculated, the agent's tone shifted noticeably. He requested that I allow him to explain, yet shortly thereafter, he abruptly hung up on me. This was particularly disheartening, as my intention was merely to understand the pricing structure better. Additionally, prior to this, the agent suggested that since I did not have the funds for the R511, I should contact him when I do—implying that my inquiry was not only unwelcome but also a waste of time for both parties.

It is important to note that my confusion stemmed from the lack of transparency regarding additional charges. I previously used a service provider, Vuma, which operated on a straightforward pricing model without hidden fees. Their advertising indicated that the Internet package comes with a free-to-use router, and I had assumed the same would apply to MTN.

Given the experience I had with these two agents, I am reconsidering my decision to order services from MTN. The interactions were unprofessional and left me with a negative impression of the company. The phone number from which I received these calls was +***.

I hope that MTN takes this feedback seriously and addresses these issues, as customer service is crucial for fostering trust and satisfaction. Thank you for your attention to this matter.