**** service!!!
<p>Please help! <br />I wanted to early upgrade so I called retentions department paid the amount due and followed the process. I was told that I could go to any MTN store and do my upgrade. I got to MTN Hatfield yesterday at 9am gave the consultant my ref number and he tried doing the upgrade with no success as they said it needed to be done by retentions department however they agreed that I could do it at the store. I called retentions department to sort it out I sat on hold for 30 min after the call of 45min I was told that they would call me back not saying when or anything else. I called back this time I spent 35min on the phone to get yet another ref number. At this point I gave the ref number to the consultant to do the upgrade. Three hours later at 12 pm, the salesman called some DIC to register the upgrade and was told that it can take anything from 20min to 3hrs. I insisted he call again as I came in to do an upgrade which I paid for but still can't get. This time around DIC says that it will take anything from 2-24hrs. I have not heard anything from anyone. I want my upgrade and I want it sorted out today. It is absolutely pathetic how utterly useless and inefficient your systems are. This is a paid early upgrade what is the problem. I should just go to the store choose a device sign the contract and leave with my phone. How did you get an award for best brand?!?! I spent over 5 hours on the phone in total trying to deal with incompetence! I spoke to a manager who didn't know her nose from her hand who I asked to send me an sms with her name which I still haven't received!!!!</p>
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We have noted that the upgrade request for the mobile number 083****250 was successfully processed on 09/03/2017.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ:***
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We have noted that the upgrade request for the mobile number 083****250 was successfully processed on 09/03/2017.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ:***
It has still not been sorted out! I wanted a Sony Z5 but they didn't get back to me they said it wasn't allowing them to register the upgrade due to the credit limit being to low
So I kindly asked that the consultant contact the relevant party and increase my limit. This didn't happen so after sitting in store for another 2 hours I got so fed up I said just give me a P9 lite. A few minutes later I was told I was upgraded however I realised I just got bul**** in to taking some phone not the one I wanted so I said I didn't want the p9 lite and asked for them to cancel doing the upgrade and that I wanted to do the upgrade with the retention department so I could actually get the phone I paid the early upgrade fee for. The consultant and manager in you Hatfield store said that they would cancel the upgrade but still have not I just got an sms saying I've been upgraded and my next upgrade is 03/2019. This is troubling as I don't have the P9 lite or the Z5 but I've been upgraded!!! I want this sorted out please.
It has still not been sorted out! I wanted a Sony Z5 but they didn't get back to me they said it wasn't allowing them to register the upgrade due to the credit limit being to low
So I kindly asked that the consultant contact the relevant party and increase my limit. This didn't happen so after sitting in store for another 2 hours I got so fed up I said just give me a P9 lite. A few minutes later I was told I was upgraded however I realised I just got bul**** in to taking some phone not the one I wanted so I said I didn't want the p9 lite and asked for them to cancel doing the upgrade and that I wanted to do the upgrade with the retention department so I could actually get the phone I paid the early upgrade fee for. The consultant and manager in you Hatfield store said that they would cancel the upgrade but still have not I just got an sms saying I've been upgraded and my next upgrade is 03/2019. This is troubling as I don't have the P9 lite or the Z5 but I've been upgraded!!! I want this sorted out please.