Terrible Customer Service, *********** Staff and Rude Manager

I went MTN Carlton Centre needing assistantance with the following matters namely; 1. Update on insurance claim; 2. Sim swap on ****** device; and 3. An explanation on why I cannot make calls directly to MTN.

The consultant was ***********, he appeared to not know anything about the assistance I required and said I was rude for bringing it up. When I tried to report him to the manager she ignored my request and kicked my sisters and I out of "her" store after asking for their names; and informing them that I'll be lodging a formal complaint. The manager didn't follow the claims procedure but instead created a hostile space to be heard and come to a resolution. The consultant, Roger, willfully refused to give his name. I heard his name when the manager was speaking to him. The manager also refused to give her name, multiple times. I had to subsequently take pictures of the two for my formal complaint to MTN.

Regarding the claim: Roger informed that the insurance department wasn't operating, however I was able to get through to the call claims centre. • The information provided by a service provider must be factually correct, be provided timeously, mustn't be misleading and be adequate.

Regarding the sim swap: Roger couldn't understand how a customer could have a multiple devices on one account or how one number on the account could be a contract number and the other a prepaid one after explaining and requesting that he logs into the account. AFTER nagging an ID was furnished and he attempted to log in to the account but the OTP verification was unsuccessful. I explained to another colleague which number I needed the sim swap for and she informed that the store doesn't do sim swaps for prepaid numbers and that they don't have sim cards in stock for contract numbers. • MTN as an FSP, is obliged to adequately train employees to comply with all the provisions of the FIC Act. Roger proved to be *********** MTN product specific knowledge, experience and the industry in which he serves. He could not grasp the difference between prepaid and contract when it comes to upgrade devices, operating hours of different departments, how to process a sim swap. Roger was repeatedly asked to open the system to see what we have been trying to explain.