Subject: Urgent Complaint: Poor Service at Sasolburg MTN & Non-Functional Contact Details – Ref: ***

To whom it may concern,

I am writing to express my frustration with the poor customer service I have received from the MTN Sasolburg branch regarding my device with reference number ***.

On Friday, 23 May, I spoke with a consultant named Steven, who promised to call me back with an update about the return of my router. That follow-up never happened. Today, 26 May, I called again and spoke to Kariska, who claimed to be too busy to assist. I’ve visited the Sasolburg store several times, and it has never been busy enough to justify this kind of disregard for customer service.

I am currently paying for a service I cannot use, which is completely unfair. There is no urgency or accountability from the staff handling my case. I believe that both in-store and over-the-phone customers deserve proper assistance.

Adding to my frustration, the contact number ***) and email address (***) provided in the SMS updates are non-functional — they do not exist or do not work, making it impossible for me to get further assistance.

I request immediate escalation to a branch or area manager or someone better equipped to resolve this issue promptly. I would also appreciate clarity on when I can expect my router to be returned and how MTN intends to address the inconvenience caused.

Kind regards, Adelle Anthony. ***