Rude, *********** and unknowlegable

<p>A couple weeks ago (end December) I visited the MTN Store at Cresta Mall with the intention of performing a SIM Swap to upgrade to a LTE card. I approached a service consultant (Lerato Molefe) to help me and her lack of proper acknowledgement should have let me know that I was going to have problems. I informed what what I needed done and handed over my documents (proof of address and driver's License). She casually threw the documents back at me and said that the driver's license was not acceptable proof of identity. I asked to explain why this was not acceptable for MTN when the bank next door accepted my driver's license but she simply ignored me and continued to serve other customers.</p> <p>I persisted and a colleague of hers (he refused to give me his name so will call him 'Gold Tooth') approached the counter and offered to assist. I then asked him why the driver's license was not acceptable and he said it was the RICA rules. So I asked him to show me where in the RICA rules it said a driver's license was not acceptable. He said this was not noted anywhere but I should call the RICA Helpdesk on ********** . I then proceeded to call RICA Helpdesk number whilst still at the store. When my call was answered I put it on loud-speaker and allowed Gold Tooth to speak to the helpdesk agent on the other end of the phone. Gold Tooth then proceeded to ask for confirmation that driver's licenses were not acceptable as proof of address. To his suprise the helpdesk agent informed him that driver's licenses were acceptable proof for RICA.</p> <p>Since driver's license issue had been clarified I asked him to proceed to with the SIM Swap. Gold tooth refused to help me any further and stated that the RICA Helpdesk agent didn't know what she was talking about and he would perform the Sim Swap. I asked Gold Tooth to explain why then had he bothered to ask me to call the RICA Helpdesk if he had already decided to not help me regardless of the information relayed to us. He too started to ignore me. I refused to move for him to assist anyone else until he could explain to me why he thought his view was more important the Helpdesk agent and that he should help me because their concern had been dealt with. Still he refused.</p> <p>I then requested to speak to the store manager (Tongisai Mashonogo) but Gold Tooth informed me he was not around. I then asked to speak to a supervisor but was then told that no-one was no one in charge (and I suspect this was a lie). I then asked him for the store managers number but he would not give this to me.</p> <p>Unprepared to have waste an hour of my time (spent waiting to be served), I insisted that I either be helped and given the store manager's number. He still refused to help and infact Gold Tooth became aggressive and asked me to leave the store. I indicated I would not leave until I was properly assisted to which he responded by calling security to remove me from the store.</p> <p>MTN needs to teach their consultants how to be curteous with they clients and when they are proven to be wrong how to deal with the situation and not to become aggressive and threaten customers. Pathetic service from a company on which my family and I spend so much money on!!!</p>