TERRIBLE CUSTOMER SERVICE

On the 20th of December 2022 I went into the MTN Store in Gateway to do 2 of my upgrades. 1 was for an iPhone 14 pro max for myself & the other was an Huawei Nova 10 for my sister. I was assisted by Teddy Viljoen. Apart from the awful experience of sitting for a consultant for over an hour, when we got to his desk we then sat another 5 hours while he casually took his own time! Yes!!! Over 6 hours for 2 upgrades. The consultant assisting us was terrible & he kept on trying to make us take phones that we didn’t want. We went instore for 2 specific phones, we already knew what went wanted but he kept on saying things like, "this Huawei has better features than the iPhone, it has a better battery life, there's a better camera" etc. To our surprise we later found out from another consultant at the store that they were being incentivised for the particular Huawei’s that he was insisting we take, so basically he didn’t want us to take the phones we wanted but instead he cared about which phone he will get paid for if we upgraded to them, imagine switching me from an iPhone to an Huawei lol. Anyway we did the upgrade which was 3 months early & we were well aware that we needed to pay off the old handsets, infact we went in to upgrade early with the intentions of paying the early cancellation fees. The previous contracts were exactly the same, same payment, same plan & obviously the same devices, which means that the upfront payment was going to be the exact same. Before completing the upgrade he quoted the amounts to be paid for the previous phones which i had done before he could even give me my phones!! The service inside MTN is so pathetic that even their machines for card payments don’t work properly, I tried more than 8 times to do payments all at different tellers, waiting for an interval of 5 minutes each time it didn’t go through!!! Now the horrific part comes into play!!! Instead of the agent selecting the upfront payment like he said he would he just took my payment as a credit to the account & added the cancellation costing to the next bill, Bare in mind I already paid off the device installments for the next 3 months which was over R1300. Apart from him not doing his job correctly, he blatantly **** to me about my benefits & activation of the new contract. I confirmed with him quite a few times about when my new benefits will be in & he said January. To my surprise he actually activated my contract on the same day of the upgrade. 3 days ago I received an sms stating that my account is in arrears for an amount of R4000 lol, yet all payments are done! I went to the store he tells me everything is fine however I should come back with my bank statements cause the payment isn’t reflecting. I went to the store again yesterday with my statements to query my bill because it’s supposed to be around R2500 & all he said was: “I’m trying my best to assist you, the bill doesn’t make sense, the amounts are not adding up, I don’t understand” I mean if you’re working there you should know your job! After spending 2 hours at his desk he finally called the manager which explained the mistake he made & now my payments that I did for the devices is coincidentally not showing on the system. What ****ed me off the most was that my kids were in the shop with me while we were trying to sort this issue out, they were playing a game on 1 of the Demo tablets & the guard from the store carried them off the chair & switched off the display tablet. Who the hell gave him the right to do as he pleases with my children? And to handle them in that matter. I requested itemised billing & to my surprise the same agent who did my upgrades added itemised billing on the 2 new contracts without my consent !!!!! I have 3 contracts in total & the itemised billing was only supposed to be on the main line! When he asked me to send through my bank statements for the proof of payment, I sent through my statements to the email address he wrote on a piece of paper (***) when he asked if I sent them I said yes, he said he didn’t receive them, when he checked the email address that he wrote down, it was his personal email address!! When I asked him to delete the email I sent infront of me, he refused & said there’s nothing he can do with my statement, yet I have confidential transactions, things I don’t want people seeing & it was sent to his personal email address!!! I then proceeded to send my statements to the correct email address which was ***. It reached a point where I was actually screaming & shouting at him for how stupid & *********** he is! It’s been another day at the MTN store where we wasted so much of our time & left dissatisfied!!! The level of incompetency is putrid!! The staff simply don’t know how to carry out their jobs & work effectively!! I’m absolutely shocked at how big company’s like MTN employ idiots to work for them who don’t know the basics of their jobs & end up inconveniencing the clients. Another day & I still don’t have answers as to why my bill is sitting at R4000. MTN CATCH A WAKE UP!! WITH THE MONEY YOURL TRYING TO ROB US FOR, USE IT TO UPGRADE YOURLS SYSTEMS & SEND YOURLS STAFF FOR CORRECT TRAINING! SO WE DON'T HAVE TO DEAL WITH IDIOTS WHO FUSTRATE US & INCONVENIENCE US.