Terrible Customer Service.

To Whom It May Concern,

The following complaint is being raised formally with the terrible service and misinformation with the service "champions"(There is no way that they can be considered champions with the utterly disgusting level of service given to clients) at the KeyWest Branch as well as the contact centre.

I have been trying since 21/12/2023 to upgrade my MTN contract. It has been nothing but a disgusting and frustration filled process (which is still not completed).

I have been made promise upon promise and after numerous calls and even going into the branch (KeyWest) which is +/- 15km (one way) from where I reside, I have not yet reached a conclusion to what is happening to my upgrade and trade in process.

Firstly the intial upgrade date was supposed to be on 21/12/2023 where a consultant at the KeyWest Branch by the name of Louwrene Smit was doing the process of the upgrade. I gave the consultant full permission to speak to my son at the time that he goes in to do the upgrade on my behalf. She assured me that everything will be done once he goes in to the branch and picks the phone. I was advised that all I need to do when I go in is to sign all the necessary documents. My son went in (took an hour from his work where he is a Medical Assistant for a specialist) to go and pick the cellphone for the upgrade. When me and my son went in later that day around 5pm all the different stories started.

First she said that the contract is declined due to the fact that the system shows I'm still under debt review. I have not been under debt review for 6 years and the contract that I am upgrading from is 3 years old on 4 April 2024. Secondly she said that the credit limit is exceeded by R280.00 (WHICH KEEPING IN MIND THAT I AM DOING A TRADE IN FROM SAMSUNG GALAXY S21+ TO SAMSUNG GALAXY S23 ULTRA), so my basic thinking tells me that somewhere a mistake has been made. BECAUSE according to the terms that I agreed on upgrade charges the option I chose was: "Future Dated: Start the new contract after the charges are paid off. The customer will get the upgrade contract and device immediately." So explain to me WHY MTN wants to increase my credit limit by R280.00 if the current contract will continue as per normal and then on 4 April 2024 (As explained in store) the contract will automatically revert to R280.00 (which is the price after trade in).

I then told them it is fine I will also contact the call centre to try and sort out the contract (Where the branch also advised me that they will do the same which obviously was a lie because nothing was done from there side except a few clicks on their computer and alot of sighs while doing their work).

After calling in the first time I received the REFERENCE number: ***. Then after eventually getting through to them today (See call register below of the times called, excludes using a landline to also try and get through to them) I was told that the process has never been escalated and sent through to the relevant people to continue the upgrade. I was advised that it will be done today and once again I hope that this is not a LIE as I have been **** to one too many times by the consultants working for MTN. Me and my son went into the branch today again to try and get it sorted and all that the "supervisor" (a lady) had to say was she can not do anything it is a head office problem. She is in no place of customer service satisfaction to be in a role of a supervisor. The new lady Louwrene Smit is working under NOTHING TO ZERO supervision from this so called supervisor. I raised this matter with the supervisor when I asked her if Louwrene is supposed to be working alone since she is new and all the Supervisor said was that she was busy that day. (I ask with so much concern with what the supervisor was busy with since me and my son were the only clients in the store at the time with 5 consultants and the supposed "supervisor"

I also talked to a Chantelle on the MTN whatsapp line where she said that she will send an email to the Credit Management Team to ask them to assist with the problem BUT she is not able to call them and speak to someone in that department and that it will take 2-24 hours to get a response.

Secondly let's take note of the call times that I currently have on record (Where not a single consultant has been able to give me a full answer about what is happening):

22/12/2023: 09:04 - Call of 6 mins 19 secs - CALL DROPPED 09:11 - Call of 8 mins 0 secs - CALL DROPPED 09:19 - Call of 12 mins 31 secs - NO CONCLUSION REACHED

27/12/2023: 13:01 - Call of 4 mins 48 secs - CALL RINGS AND DROPS 13:15 - Call of 25 mins 9 secs - CALL KEEPS RINGING AND DROPS 14:36 - Call of 3 mins 43 secs - CALL RINGS AND DROPS 14:39 - Call of 2 mins 26 secs - CALL RINGS AND DROPS 14:42 - Call of 3 mins 59 secs - CALL DROPS 14:54 - Call of 12 mins 23 secs - CALL DROPS 15:07 - Call of 10 mins 10 secs - CALL GETS TRANSFERRED AND DROPPED 15:17 - Call of 30 mins 53 secs - GETS TRANSFERRED FROM PERSON TO PERSON EVENTUALLY THE CALL JUST DROPPED 16:33 - Call of 2 mins 22 secs - CALL RINGS AND DROPS 16:36 - Call of 1 min 8 secs - CALL RINGS AND DROPS 16:38 - Call of 2 mins 9 secs - WAITING TONE STOPS BUT THERE IS NOT ANYONE TALKING 16:40 - Call of 4 mins 11 secs - WAITING TONE STOPS BUT THERE IS NOT ANYONE TALKING 16:44 - Call of 20 mins 3 secs - EVENTUALLY GOT THROUGH TO A CONSULTANT WHO ADVISED THE BRANCH IS WRONG IN DOING THE UPGRADE.

The following numbers were called - 135, ***

I'm typing this email to express my frustration in the terrible service that I am receiving from the MTN team and if it continues like this I will have no choice but to put the complaint onto HelloPeter and move to another service provider.

To this day still nothing has been done about upgrading the contract.