Shocking / Sub Standard / Terrible / Horrible - Service from MTN customer care via email !!!!!!!!

Good day, I would love to share with you all, my experience thus far with MTN Customer Care via email / MTN's website, of course we all know by now, MTN SA care less about us as customers not so? For them (MTN) it's about numbers (customers) and numbers again...LOL, yes you guessed it !!!! LOL... numbers as in profit!!! Not so long ago, I lost my phone (pay as you go), stupid me, left it on a plane during a flight, of course I admit 100% that it was my mistake, eish... rather doff of me!

Consider this, I am not in SA at the moment, so it's not possible to (1) Call MTN (2) Visit an MTN Kiosk - hence my only option availalble was to initiate contact, and to establish 'comms' with MTN. i wrongly assumed that the matter would be sorted with a few emails, I couldn't have been more wrong.

Here's a timline:

1) First email sent - 27th Oct: Let me shed some light regarding my email of course I went through the formalities, my ID, my cell number, where I lost it, I did mention that I have an ammount of +/- R 900 credit tied to that number (phone which I lost)

2)Reply received - 1st Nov: I will copy & past the stock standard template reply here, which is/was of no assistance to my problem, you be the judge, see for yourself:

////// Y'ello MTN Valued Customer

Thank your for e-mail and allowing MTN the opportunity to assist you.

Kindly note that for a Sim Swap to be done you will need to purchase a new MTN sim card and Rica it. Contact our customer care on 083135 from the new number to be assisted, alternatively send the below information if you cannot remember security question on your cellphone number.

Please send the Sim Swap Affidavit requirements as per below if you cannot remember security questions:

1.Confirm that you are the rightful owner of “cell phone number” you wish to retain. 2.State the reason for swap – e.g. Lost/******/damaged and date. 3.State that you cannot remember the information required to pass the security questions. 4.State that you request MTN to process the SIM swap and provide the old cell phone and new simcard numbers. 5.Provide an alternative contact number. 6.With a certified copy of your ID.

Kindly note that MTN has a policy that if there's no chargeable call made for more than 90 days the number will be disconnected

Trust the above is in order.

Kind Regards, K Sepamatla Customer Services MTN Customer Service

(case # ********** 9 ) /////////

3) I rep****, and supp**** the customer care department with the details & info as requested, again giving them the benefit of doubt, expecting a speedy answer / reply to my email, in order to 'sort' my problem out... Time Line: 2nd of Nov... To date, still waiting on feedback, now question yourself, would you accept this from a long standing Mobile Phone Service Provider? Well, do the math, I did - I can assure you 99.99 % of the clients will say hell NO... we won't stand for that **** service.

4) I have just sent another email to follow up - 8th Nov....... I do not expect anyfeed back soon....

5) Are we accustomed to ****ty service in SA? To me, it's totally unacceptable that a million Rand outfit cannot resolve issues in due course, lastly "them giving a damn about clients"

To the CEO of MTN, and HOD of the Customer Care department, catch a wake up.... cause your service is sucks! MTN is NOT AYOBA !!!!

Mr. De Wet BRITZ