******* service at MTN

To say I’m peeved and disappointed is an understatement. All I want to do is to change my contract package from small to extra small. I have lost count of how many times I have called and been sent from pillar to post with no resolution.

I received a call from an MTN agent on the 30th of March who was selling me an upgrade of my package for the two contracts I have with MTN. After a lengthy back and forth I agreed. She had told me that for both contracts the money I’m paying was going to go up by R70 on each contract. Fast forward to April my debit order has gone up by way more than I anticipated.

I made a call to enquire why my debit order was suddenly a certain amount when it was only supposed to go up by R140. I could not get answers to which I then decided that I want to go back to the package that both contracts were on.

Then the all the drama stared, I was being sent from customer care, to contracts to migration. This is not on just one call, I called in soooooooooo…many times because most of the time when you are ding transferred the call ends and you have to re-dial and explain your story again. After being sent on a wild goose chase for most of my morning I was transfers back to customer care then the agent sent me a migration form. I completed them for both contracts and send the forms back to the email address I was told to send them back to. After a while I received a response. The email says, “Thank you for contacting customer care, we apologise for the delayed response , kindly contact our sales department for further assistance.” It doesn’t say whether my request has been processed or not and what it is that I must tell sales to do to complete the process.

I called in AGAIN, I used the number I was given on the email for the sales department, they didn’t know what I was talking about. I was told that they just deal with new sales then the transferring started AGAIN, back contracts, migration, customer care, post sales over and over and over.

Don’t get me started on how RUDE your agents are. One told me that I should not take out my frustrations on him, it’s not him who assisted me before and that taking out my frustrations on him was like taking my work problems home. I was so shocked that I did not even retaliate. I still cannot believe that I let someone talk to me like that and I said nothing. Someone who is supposed to be assisting me to resolve a problem because he works for the company I pay a service for.

I have received a lot of bad service in my life but not like what I have experienced with MTN. And I’m one of those people who NEVER complain about anything even when I should. Well done MTN for being my first.