The curse of an MTN online application

Dear MTN SA

I have been a loyal customer for a number of years with numerous contracts to my name, I am worried that whenever I have an issue with MTN , it just never gets resolved .

Not dwelling on past accounts , I would like to bring to your attention an issue I have been having since the 4th of February to no avail . One of my accounts was due for an upgrade to which I completed an application to upgrade on the MTN app. After submitting, the last pop up was that someone would get in touch with me SHORTLY .

1. No one contacted me for over a week thereafter 2. I decided to call in and find out what was going on but no-one could assist. I was transferred from pillar to post until I reached someone who requested me for an oracle number . (that was awkward, I'm not staff). He then transferred me back to the original customer care people/number who couldn't assist me either. I disconnected the call and went to a MTN shop. 3. MTN shop couldn't assist as this application was done online and had a different fulfillment process. They told me to I had to call MTN customer care back until they transferred me to the right department 4. I called back , I was then transferred to retentions department as by then the upgrade had been apparently processed by Matlale Mohuba. I'm not sure why this happened after I requested to cancel. Anyway, Post this I got a call from DSV to deliver the device , but until this day no one has delivered anything to me. 5. I then called back 4 times more , and spoke to a number of consultants within your retentions department to no avail because the application was done online and online department didn't have a direct line or a line for me to be transferred to. 6. On the 6th of March the contract was finally cancelled. And the gentleman has said that I will be credited for the month of February 2020 .

I am not sure why it took so long to do everything and why no one ever communicated with me unless I called in to inquire. This has been a huge inconvenience in my life and honestly I am not happy with MTN at all . Why do you have a service if you are not able to support or deliver on it? I will never user that online function ever again and I sure will be letting everyone know to never touch anything online relented when it comes to MTN. The support structure is just not there. It's like they don't belong to the organisation , existing as an island on their own somewhere out there.

I will be porting all my family member's numbers out of this network as I feel that I have not been taken seriously.