Unhappy with MTN Springs Mall

The complaint below was logged with MTN Complaints Department 23/12/2019 and till today I only received a ref number and nothing further. I did visit the MTN store in East Rand Mall and was handled very professionally and my upgrade was completed with no problems.

All I wanted was for someone from MTN SPRINGS MALL to contact me and discussed the matter. Poor service from them

I need to log a complaint against MTN Springs Mall

We visited the store on Saturday afternoon 21/12/2019, after we phoned on Friday and was advised that the store have extended business hours till 8pm on Saturday, to upgrade the contract on the 2 numbers mentioned above. The contract is on my mothers name, but I am paying the contract and went with her for the renewal

The consultant who assisted us was very helpful. At about 16:30 she advised that the systems is hanging and if we have other shopping to attend to, while she tries to get the application through the system.

We advised her that we are actually dinner appointment at 5 o’clock, but that we will walk around and come back in a short while. We went back to The store at about 16:45 and she advised my mother that the system is still not responding and that she will contact us the minute the system are back up.

We left and had our dinner and decided to just go around the store once our dinner was over, which was at about 19:30 after we had no call from her in regards to our upgrade.

We went into the store and found 3 other consultants just sitting behind the counter.

I approached the consultants and one of the consultants (not going to mentioned names, but in my original email I mentioned her name) asked us “What we want”

I advised her that we are actually looking for the consultant who assisted us earlier and we only want to find out if the systems are back up and if we can collect our phones.

She informed us in the most unprofessional manner, that how do we expect to be helped as the lockers has already been locked at 5 and they are only opened till 8 o’clock as a curtesy. She also informed us that the other lady already left at 5 o’clock. I responded by saying that when we came to the store just before 5 o’clock nothing was mentioned about the lockers that will close at 5, that they will not be able to assist us after 5 and that she will also be leaving. In a manner that was shocking, the consultant then informed me that why do I think do they need to inform the customers about the lockers and it has nothing to do with the customer.

I informed her that I am not happy with the manner in which she is talking to me and that I only came to enquire about our upgrade and that this is not acceptable. At that stage she informed me that I am more than welcome to lodge a complaint, as nothing will happen because she is not wrong.

I phoned Sunday morning to enquire from if we can come through to the shop, as we are staying which is +-30km from Springs, and she advised that she will contact a supervisor as the application is still in the system. She phoned us at about 2 o’clock Sunday afternoon to advise that everything is now in order and that we can come and collect the 2 phones. I advised her that my mom will come today, and she said that will be in order

When my mom got to the store on Monday, they informed her that for some reason, which they do not have an explanation, there is now 3 phones on the contract. And now they need to send emails and they are not sure when or how long this will take to be sorted. My mom then informed them to please cancel the request to upgrade and that we will visit East Rand Mall branch on Saturday to do the upgrade as we never had issues with them in the past.

Firstly, I am not unhappy about the system problems they had on Saturday, as I am working for the Bank and do understand if the system is not working.

I am upset about the manner in which the consultant handled us, the manner in which she spoke to us. Please go and check on your camera system on Saturday evening, on the camera you will see her body language was not at all that of a consultant that needs to working with the public

Communication is very important and if the consultant informed us that we will not be able to proceed with the upgrade after 5, if the systems was online, I would not be complaining now.

I require urgently confirmation from MTN Springs Mall that they in fact did cancel our request for the upgrade, and that I will not have any trouble when I visit another store over the weekend And, I require confirmation that they did in fact discussed this matter with the consultant , because her service was not acceptable.

Your urgent assistance and feedback in this regard will be much appreciated.

Kind Regards

Tanya Kotze