Shocking customer service

Good day

I have been complaining since May 2023 about my slow internet wi fi speed which was upgraded from a 10 MBPS line to a 20 MBPS line. Below are some of the corresponding mails from MTN.Not once have i ever been contacted by anyone regarding my complaint.

The number in question is ***.

I am paying R789 pm for a 20MBPS line but only gettin a download speed of +- 2.5 to 4.8 MBPS and a upload speed of +- 7.8 to 11.5 MBPS

I have also installed a signal booster which gives me 5 bars on my ZTE router.I have switched from Rain to MTN because of the better signal quality in my area.This unacceptable to pay the monthly premium but not getting the results for what i am paying for and as a client and consumer of MTN services i would expect much more of a huge company to keep your clients happy.You would also agree that you can't pay for a service and not getting what you are paying for.One of my biggest concerns is i had no technician or coordinator call me once as this issue is ongoing from May 2023 and we are now in September 2023 ,not once did we stop the debit order so MTN got there money every month but the consumer is not getting the 20 MBPS line .

I have never experienced such zero customer service ever.As a large group with people employed to handle and rectify customer complaints this is absolutely shocking shocking from a big company like MTN

I can understand that sometimes there can be technical problems but a ongoing problem like this is not acceptable. I called covery again today and Evan confirmed i have zero LTE speed.

I feel MTN should refund our money as you could not keep your promise with the product we bought.

We want to cancel this contract as i have all e mail evidence from myself to MTN and MTN'S response e mails to me.

I hope someone can call me and discuss the cancellation of this contract

Arthur Coetzee

***

Sent from my Galaxy

-------- Original message --------

From: coverage <***>

Date: 2023/09/01 16:59 (GMT+02:00)

To: arthurcoetzee1966 <***>

Cc: ***

Subject: Re: FW: RE: I am sharing 'MTN Coverage Template' with you

Yello Arthur,

Kindly be advised that investigation has been concluded and findings together with recommendations have been shared with the area coordinator to advise what solution would give coverage stability. We have followed up with the coordinator as well to give priority on the solution.

Warm Regards,

Vhulenda Mapholi

From: ***

Sent: Tuesday, August 29, 2023 8:09 AM

To: ***,***

Cc: ***

Subject: Re: FW: RE: I am sharing 'MTN Coverage Template' with you

Good day

I really don't understand how MTN does business i get the same mail with a reference no.

Nobody has ever ever called me about my slow wi fi speed.

It always says a coordinator will contact me urgently this has never never happened. I am now what is the procedure to cancel this contract as i have enough proof that nothing and nobody is helping me

Arthur Coetzee

***

Sent from my Galaxy

-------- Original message --------

From: coverage <***>

Date: 2023/08/17 17:04 (GMT+02:00)

To: ***, arthurcoetzee1966 <***>

Cc: ***

Subject: Re: FW: RE: I am sharing 'MTN Coverage Template' with you

Yello ,

Kindly note that the query Ref no.: *** has been escalated to an area coordinator to check and contact you urgently for feedback.

Warm Regards,

Sizakele Masina

From: ***

Sent: Thursday, August 10, 2023 7:10 PM

To: ***

Cc: ***

Subject: FW: RE: I am sharing 'MTN Coverage Template' with you

Good day

I have had enough of MTN poor customer service, this has been ongoing from May 2023 ,I upgraded from 10 MBPS to a 20 MBPS internet line.The problem is not being resolved paying now R789 per month for a 20 MBPS line but not even getting close to the speed I am paying for download speed +- 2.96 and upload +- 10.86.

I am getting the same e mail that a coordinator will call me urgently this has never happened. I changed from Rain to MTN assuring MTN is the best internet provider the service I have received thus far is shocking from MTN,I even bought a signal booster which gives me 5 bar maximum sign strength. You will agree that I am paying the monthly premium but not getting what I am paying for.I would like to cancel this contract because MTN can't fix my internet speed and as a consumer have the right to do so with no panalties.

Please advise on the contract cancellation,this is so dissapointing as I had faith in MTN.

It's not just about the money but if you pay for a 20 MBPS internet line then this is what I expect to get

Regards

Arthur Coetzee

***

Sent from my Galaxy

-------- Original message --------

From: coverage <***>

Date: 2023/08/03 16:37 (GMT+02:00)

To: arthurcoetzee1966 <***>

Cc: ***

Subject: RE: I am sharing 'MTN Coverage Template' with you

Yello Arthur ,

Thank you for emailing the coverage helpdesk.

We apologize for late response

Kindly note that the query Ref no.: *** has been escalated to an area coordinator to check and contact you urgently for feedback.

Warm Regards,

Nomathamsanqa Shange

From: ***

Sent: Monday, July 31, 2023 5:24 PM

To: ***

Cc: ***,***

Subject: RE: I am sharing 'MTN Coverage Template' with you

Good Day

I am really now at point that it looks like MTN can't fix my internet speed which is a 20 MBPS line,this has been ongoing from May 2023.We are paying R789 per month and not getting what we pay for.I would like to cancel this contract due to the poor customer service received from MTN.I can get fibre packages for much cheaper and hassle free.

The number in question is *** Customer acc no BA *** HOME Unc FLTE 20 MBPS 600GB,Contract date 05/01/2023 to 26/12/2024 please refer to subscriber agreement.

I await your urgent response

Regards

Arthur

***

Sent from my Galaxy

-------- Original message --------

From: coverage <***>

Date: 2023/07/27 18:32 (GMT+02:00)

To: arthurcoetzee1966 <***>

Subject: I am sharing 'MTN Coverage Template' with you

Y'ello arthurcoetzee1966

Thank you for getting in touch.

This is an automated response confirming that your query is in our work queue and will be attended to shortly.

Should any follow-up be required in reference to your enquiry, please use the reference number below.

Reference number: 8ed9ba92-35b0-46b4-a876-3a04bd1b6b6e

Our support teams are available Monday to Friday from 8h00 until 17h00.

We always try to respond within 24 hours and are committed to resolving your complaint or query with processes

aligned with Independent Communications Authority of South Africa (ICASA) requirements.

Warm Regards,

MTN

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