RUDE AND ABRUPT CALL CENTRE AGENTS!!!
I am very disappointed at the service received from MTN.
On Tue, 30 Mar 2021, I app**** for two contracts. The one is upgrade and the other one is an additional sim contract. After applying I received the following reference numbers ***3 and ***4.
After a few days I made a follow up, I called 083 135 and was referred to call ***. Still no success. I was told that they can see the upgrade application being processed but not the additional contract that I have requested. They advised that I can follow up with Mondo directly.
I then made a compliant on the MTN Online Website and Thobeka with reference number Tuesday, 06 April 2021 16:29 contacted me. She advised that my query is being escalated.
I called Mondo again and followed up on the applications. Zandile was the only helpful staff member who advised the issue, that the phone I wanted was out of stock. To make it easier I asked her to drop the application and that I would reapply for both phones.
I basically waited for one day and reapp**** for the upgrade and made another application for an additional contract. I kept receiving notifications for both applications and that the credit checks were successful.
On the Thu, 15 Apr 2021, I received two documents with references ID_*** and ID_*** both emails are referenced "Contract application submitted" so I felt that both applications successfully went through.
Today I received the first phone for the upgrade. But no further communication on the additional contract.
I called the *** number after a few attempts, and eventually got through to someone who wanted to transfer me before listening to my issue. I asked her to wait first let me explain and then to transfer me.
Eventually I got through to someone with a very difficult name starting with X. She was very short off and unfriendly. I asked her if I am through to MTN Online and she said no, that I was through to direct. She was in such a mood asking me to speak up because she cannot hear me, shouting out HELLO HELLO. So when I responded I put the mouth piece closer to my mouth so that she could hear my and that I am not happy since this is happening the second time. I asked her what should I do since this was the second time my application is not going through.
THIS IS THE FIRST TIME I HEAR THAT A CALL CENTRE AGENT CAN SCREAM AT YOU SAYING "HAIBOO YOU DONT HAVE TO TALK TO ME LIKE THAT" I asked to speak to a Manager and she dropped the call on me.
When I called back on *** I asked the gentleman to transfer me back to MTN Direct and guess what, Another abrupt staff member. Am I missing something here? Is this a department filled with staff members who do not have Phone Etiquette. Do you not send your staff for training? Why are the so frustrated that they feel that they can speak to customers, who pay for these services, how they want to? The second staff members name is Stembile. If we as customers want to speak to Managers, should we not be heard or at least told in calmful manner that we will not be able to get a hold of the Manager and need to follow a complaints process.
I would like you to first listen to the calls of both staff members at MTN Direct and let me know if its right to speak to customers in that way. I have been a call center agent myself but I never made my customer's feel like they are nothing. I am sorry I was in ***** contact centers and even when our customers screamed and shouted we tried our best to help them and made them feel that we are listening to them. Seems like you have call centers just to refer customers from pillar to post.
I plan on moving from Cell C to MTN full as my WIFI Contract ends and I want an additional contract but now it looks like I would need drop everything other than to expect such utter rudeness from your call center agents. I have had my account for a while with you and am considering to get WIFI and another contract to receive such bad service.
Please let me know what is happening with the second application as well and what I should do next?