The Run Around from MTN and Still No Solution

I am been attempting since 3rd May 2025 to do a change of ownership and upgrade my contract.

I am absolutely shocked at the inability for anyone at the store (MTN La Lucia, Durban) to assist me. I have been a long time account holder with MTN (in excess of 25 years) and wanted to do a simple upgrade. However, due to circumstances, in order to do the upgrade, a Change of Ownership needs to be concluded. The store, cannot seem to get it right - I am told "MTN is stating that documents are pending / outstanding. I have uploaded the documents numerous times" and that is the sum total of the answers I can get. I was advised to cancel my contract, make my account prepaid and then once that is done, take out a new contract. But the store can't help me - I must phone the call centre.

So I do this. I am told by the call centre, that this is not correct advice and they would assist with my upgrade. Back to square one. Application completed and then I hear nothing. So I spend a week phoning the call centre; eventually speak to a gentleman who advises that the problem is that the store created a new profile but did not complete change of ownership. Call centre can't help me do this, I must go back into store (the reference number for this call is ***). I was also advised that I could go into any MTN store. Not wanting to go back to MTN La Lucia, I take time off work and visit MTN Durban North. After a period of time, the gentleman at the store told me that they can’t help me and I need to go back to the initial store – MTN La Lucia. So I go into the store (again) and the lady who had initially helped me was day off. To my absolute surprise, I was then told by two of the staff members that no-one in the store could help, because the matter was opened under her login. Yes, no one in the country can help except this one lady who was day-off. I then wait and phone the next day, as well as send a message - I get no response. Then I phone again this morning and eventually receive Whatsapp coms in response to the message I had sent yesterday. I am told that there is nothing she can do; as MTN is still stating documents are outstanding and a stated "So I can't help they system if it's not uploading on the vetting teams side" (well then who can help, if not you) -and recommends that I change my account to Prepaid. So back to square one!.

It appears that no-one at MTN can do a change of ownership, nor can I upgrade my contract. I have spoken to about 20 people between 2 stores and the call centre and not a single person is able to help me.

Clearly retention of long term customers is not important. I am absolutely disgusted by the lack of assistance that I have received and that in this day and age, there is no solution offered.

After more than 25 years of being a loyal and supportive customer of MTN; it would seem that it is now time for me to move on.