Unlock my MTN prepaid Phone it is 102 days now since requested!

MTN!!!! I am trying to have my mtn locked divice unlocked to properly utilize the device. I have had this device for more over a year and a half which sets it to qualify to be unlock according to the MTN networks term of having a device unlocked.

1st call: - I have called MTN customer care on 17 December 2022 to request a network unlock on my device I did not take down any names of who I spoke to but it was a female, all my details were taken for example; name, surname, number, IMEI, when was device purchased and said that it needs to be escalated too a supervisor. I did not receive a REQ number to follow up and I was promised that I will get reference details to follow up as process takes up to 7 days not specified if weekends are excluded. I did this in December 2022 for the reason of my vacation started and commenced work only Jan 2023 and believed it would have been done. My main reason for this request is the fact I am requested to work in area where MTN is active at all as well as with loadshedding the network is completely down which rendered my device USELESS without a active MTN network in it. So I cannot just use wifi as a back up nor another network.

I believe using the following information you can retrace my first call as all calls are recorded for assurance purposes.

Date: 17 December 2022

Time called: 12:36

Call duration: 6min 23sec

2nd call:- 6 January 2023 Follow up call without any REQ number to follow up with. On this day I spoke to a very nice and helpful gentleman named Robin, he mention my 1st call could not be found which tells me based on my own call center based experience she never logged into my number she asked for to process me request on the system. If she had system issue I was not informed during the call yet she followed S.O.P to complete the call as if she was assisting and I really need this addressed, please adhere to my above request and track my call to the VoiP system you use to find the computer or device that received my call and who was working at the time and date. And I know it is possible, so you can erase bad customer service from your offices, that person does not deserve the title customer service champion.

Robin conducted his call so professionally a true customer service champion, he requested all my information the same as the previous consultant and also mentioned that turn around time is 7 day but yet he was honest when I asked if it is 7 working days, 7 days straight and or if weekend are included or excluded and I feel sorry that I could not fully rate him on his service due to the last question on the sms survey “was your issue resolved?” and I cannot answer because my issue is not resolved yet I received such great service from Robin.

REQ nr: ***

Date: 06 January 2023

Time called: 11:48

Call duration: 10min 53sec

3rd call:- Follow up call after 7 working days, I spoke too Derandi (I apologize if the name is miss spelled) she took my REQ number to follow up and said that my request is still queued to be reviewed by Palesa Moloi – Manager of corporate applications for MTN. after she confirmed that my request is still in the que the turn around time changed from 7 to 30 days, which leaves me at a point that I might have to buy a new phone and I will rather take my time in writing this complaint to address issue like these so that this does not happen again.

Date: 19 January 2023

Time called: 09:46

Call duration: 11min 11sec

Today marks 102 days still waiting. this is not a post paid phone its prepaid come on MTN I am about to communicate with the National Consumer Commission. which I feel is unnecessary. someone is not doing their jobs on your end. to many people in the sales call centre and none in the customer service centre!!