Two Months After Upgrade Still Did Not Receive Phone

Good Day

Approximatively two months ago I received a call for MTN to upgrade my contract, however, my upgrade status was not concluded. After numerous attempts of getting the contract finalized and writing a review on this platform, I eventually was contacted my MTN Retentions.

The consultant who assisted me told me the handset that was offered was out of stock and I needed to wait for the new phone to come, which I agreed to as discussed. However, by the end of month one, I followed up again, only to be told about the MTN new system and my application pending again, waiting for approval.

I followed up everyday with MTN only to be told since my upgrade was pending, they are out of stock again. Since then, about 2 weeks ago, I have not heard from MTN. I escalated to twitter @MTNzaService, I was told this is being looked at and no one responded to me since then.

To my surprise, yesterday, I received an SMS from MTN that my number has been topped up with 1G and 150 minutes, this is not the package I was previously on the one that I was upgrading to.

How does this happen when my contract was no finalized and I have not received a new handset? Isn’t this **********?

For the comments below, I source this information from MTN Website and LinkedIn.

@Boitumelo Phusoane, how was my contract upgrade concluded when I did not receive the handset, but my package has been changed? You started will with assisting me, if only you were pro-active enough to call me and update me instead of me having to follow up with you every day.

@Carlene Petersen, how was the upgrade approved? Kindly advise how does an upgrade gets approved and actually sent to billing without the handset being shipped?

@Natasha Abed, what is MTN’s description of Customer Experience? And from my experience, dealing with MTN, the new system they are using is FLAWED as I’ve been given a lot excuses about the system being down or not synchronizing data from the old system.

@ Willem Loots, MTN retentions does not live your BRIGHT Strategy (Best Customer Experience) and your Purpose, “Our Purpose is to make our customers’ lives a whole lot BRIGHTER.”

@Godfrey Motsa, Mr. CEO sir, at this day and age of online learning, my son has been using a cracked screen while I’m being moved from pillar to post with my upgrade.

I will be reversing the July payment as it if ********** for you to bill me for a contract I do not have, if I defaulted my payment for two months, I would have been handed over to debt collection by now. Should I be listed on ITC because of this, I will surely sue MTN, not only for this contract, but also for the other contract I discussed with Boitumelo as because of this pending, the upgrade in question is for my son, then I need to get another contract for my phone.