TOSSED AROUND LIKE AN UNIMPORTANT CUSTOMER
I write this review on behalf of my mother, VIRGINIA MAZOMBA:
"I am so disappointed with the lack of comprehensive information and disorganisation of the MTN contracts department. On 13 May I went to the MTN store at Quagga Centre where I had gone to upgrade my contract. I chose my package and the promotion that comes with the phone was a mobile router that comes with 500 MB free for the duration of the contract. Because it was a Sunday, I was told that the upgrade was approved but all registrations including RICA and sim activations would happen on the Monday and that would be when I could collect my phone and router. Everything including the phone and router was shown to me and entered onto the system accordingly and I left the store that Sunday.
On the 14th May, the Monday morning, I received a call from MTN Quagga Centre saying that I could not get my phone that day as the routers were out of stock. When I asked how this was possible they said that the last router was given to a client the day before (funny enough when I could not take mine) and that I would have to wait a few more days for them to order routers and have them delivered to the store. When I explained to the lady on the line that I was shown my entire package and everything was registered on the system, the router included. Suddenly now, the arrangement was different and my phone could be collected again that day because a router was actually available somehow.
When I received the router and phone, I was told that the sim for the router would take an additional 24 hours to be activated as it is a new contract sim card. A week later we called MTH customer care to find out why the sim was still inactive and we were told that we had to contact another one of the MTN call centres using the number 135. I did so today and was told now that they do not do sim activations, my sim needs to be activated through yet ANOTHER call centre using the number ********** 622. When I called this number, the call centre technician then told me that the sim card is active and that I need to RICA the sim card. After being sent from pillar to post and made an absolute fool of by MTN with their misleading information I asked the technician how the sim left the store without everything being done and explained that I have been given the run around, he told me that he knows his job and what he is telling me is correct. He said that I must just take my ID and go back to the store to RICA my sim card. I am frustrated to have spent 2 weeks, an unacceptable amount of time on the phone and experienced a ridiculous amount of inconvenience. My time has been wasted and continues to be wasted for reasons which I cannot understand. I need this issue sorted out with a proper explanation as to why there is no clarity and uniformity in the communication from MTN. Everyone speaks with a different voice and not one person gives you the correct information. I deserve compensation for this and cannot accept any further inconvenience going forward. PLEASE SORT ME OUT!"