*********** service!

To whom it my concern I am at my wits end with MTN call center, customer care champions and collections staff. I have my account for over 30 years and I am appalled at the customer service as a whole. In July , my son had an issue with his bank account, resulting in a non-payment of R685.49. MTN kept calling me instead of my son to get this issue resolved, so it took a few weeks and a number of calls to and fro with no joy. Upon me intervening and demanding that because the issue relates to my son and the fact that they are calling me , someone at MTN takes a moment to look at both accounts to see that the monies was paid in by my son, but he in err added my number as a reference. Yes that was his error, though we have sent the proof of payment reflecting the correct MTN account number. Eventually this was sorted, not without a huge inconvenience. Wednesday 6th August, I get a call from collections advising that I have short paid my account by R685,49. I disagreed with this statement as my account is debited every month. Then I am told that I had insufficient funds in my bank account to fulfill my payment, and this I vehemently disagreed with and advised the “champion” that as this amount is the exact amount that relates to the issue my son had last month, it seemed to me that the fault lies with MTN, as to me they clearly messed up. Thursday, 7th August I downloaded my May, June and July statements to check what’s happening there and then I l tried to log onto my banking app to cross reference with my debit orders only to find that I could not connect as my cellphone has been disconnected. I managed to find the info and saw that only a partial amount was deducted, with no issues of ‘REJECTED DEBIT “ which gets me thinking that for some or other reason MTN reduce the said amount in err and now making all of this my problem. I call Customer Care repeat the same story as yesterday. I demand this issue is looked at and include that as my cellphone is disconnected so I have no idea how they would contact me. Granted I was a bit abrupt with this poor lady but in my defense:

• I could not book an Uber for my daughter to get to school – Stressed out as to what o do now
• I could not send her money via my banking app - Inconvenience of having to call around for assistance
• I could not track my son travelling to work - Safety
• I could not track a delivery that was due today as my phone was disconnected without warning, and delivery was returned as the driver could not get thru to me – Huge Inconvenience
• I could not check my messages for work purposes – Putting my job in jeopardy
• I could not access my laptop as I could not access my authenticator app – Resulting in several hours of no work , resulting in time not accounted for
• And lastly, I could not book an Uber home and had to opt taking public transport - My safety in question.

Seriously, How would you feel in a situation like this? WHY do I have to deal with all this inconvenience and have patience for days or weeks to get things sorted when it is not my fault. And what are MTN EXCECUTIVES going to do about this very appalling service and state of their customer care and accounting departments . I know that this must be an everyday thing for you, so I have to wonder why your entire process of handling customer complaints are not streamlined to be simpler, easier and more efficient to ensure that issues like these are given priority status to have a shorter timeline of being sorted.