Terrible customer service

Hi MTN,

I would just like to inform you that I am highly disappointed and disgusted with your service at Festival Mall. I will never ever in my whole life EVER support MTN at Festival mall again . If you do not want a customer’s service please just put a sign on your door to inform customers OR no WAIT… A person can see that your branch doesn’t want any business when you get there. Staff standing around and playing on their phones, they were not really in the mood to assist customer , when they FINALLY asked me if they could assist, I responded by saying yes please, they asked me who assisted me, I said “Bongani” (Bongani is busy assisting clients) they then said to me I’ll have to wait because they won’t be able to see my details on the system.

All of that happened after “Bongani” informed me 24 hours later that my application will take longer due to the fact that they don’t have my biometrics. Please teach your staff to inform their clients about the business process, BECAUSE NO ONE would want to WAIT for a PHONE if they can speed up the process.

I went to the branch to get my Biometric done the Thursday (after I had to follow up with YOUR STAFF), then they had to resubmit my application from scratch… This is not my problem, my problem is the following:

Please communicate with your customers. Your staff , well they just don’t want to work , they are rude and not fit for the job. When your staff is on duty, why do they have their personal cellphones with them on counter, how is this acceptable ?(Please go check the camera’s for proof – 2018/05/24 +- 17:00) When a customer phones the branch, please pick up the phone , and when they FINALY pick up the phone and request to speak to a Manager , please ask them not to LIE and state the managers name is “Luke” as it’s actually Brandon… When you FINALLY speak to the manager, all they are saying to you as a customer is to calm down. Well, let me tell you something. MAYBE if your staff were capable to do their jobs , and pick up the phone when you are calling , also communicate to their customers me as a customer won’t be so FRUSTRATED.(NOT TO MENTION THIS IS NOT MY FIRST CONTACT WITH MTN !) As a Manager MR. Brandon, or whoever you are “Luke” when you inform a customer that you will give them a call on a Saturday before 12:00 , please do so… as I had to phone your branch MULTIPLE times with no luck…as your staff is ***********. If you resubmit a client’s application , please inform them as you’ve resubmitted the application for a 3rd time on Saturday morning ?

After the struggle over the phone, talking to the Admin lady in the your branch and Customer Care, no one could STILL assist me, as I didn’t have a contract as yet…

I decided to go to the branch, the branch was so packed with people , and the staff was STILL PAYLING on their phones … AWESOME CUSTOMER SERVICE I MUST SAY !!!

I then asked Bongani , could he please call his manager , all he said to me that he is STILL NOT IN THE BRANCH, so I said to him I’ve heard this before over the phone so please call Luke for me, the funny thing is “Luke Brandon”, whoever this person is apparently he is the manager , walked right passed me and did not do or say anything… knowing that I’m the unhappy customer.

Not to mention , that he is not even dressed as If he is dealing with customers… sorry Mr. GANGSTER!

Finally the “MANAGER” asked Bongani if this is the same client… So I said YES it is.

The only thing your “MANAGER” said is that they’ve escalated it…so I told him it’s a little too late, please cancel my contract , and I said good luck to the rest of the clients in the branch.

I went to another Branch in Bonaero Park , and you know what I got there 5min before they’ve closed. They assisted me with smiles on their faces and had to terminate the contract on their side as the staff at Festival mall is just to USELESS to do anything BUT to play on their phones and be rude!

Less than 24 hours after Bonaero Park submitted my application it got approved, thanks team Bonaero Park for just doing your job and the AWESOME customer service. I’ll recommend anyone to your branch !

So MY Questions to you are:

WHY ON EARTH can’t you get it right from your side MTN FESTIVAL MALL ? WHY do you give such POOR customer service?

I really and truly hope that this matter will get escalated , and the necessary actions will be taken.

Please don’t call me and apologies as that is not going to change anything.

Regards, Delene