Unprofessional conduct by a MTN employee at the Phalaborwa branch

I initialy lodged a complaint directly with MTN via their email channels, and a month later I have not received any feedback regarding this incident. But on 7 April 2026, I had an unpleasant experience with a staff member who identified herself as “Christina Manganyi” and stated that she is the store manager at your Phalaborwa branch.

I initially contacted the store and spoke to an individual I believe was named Maria. Following that interaction, I called back to seek clarification on a follow-up query. When the call was answered, the individual greeted me by saying “MTN Phalaborwa.” I asked whether I was speaking to Maria, and instead of providing a clear answer, she repeatedly responded with “This is MTN,” despite being asked directly for her name. After several attempts, she eventually stated that her name is Christina. From the outset, her tone was impatient and dismissive.

I proceeded to ask a straightforward question regarding the process of converting from prepaid to contract, specifically whether a physical SIM card is required or whether the SIM number would suffice, given that the SIM card was not immediately accessible. Instead of providing a clear and consistent response, she abruptly stated that there was no need for a SIM swap and that I should simply come into the store. This contradicted information I had received earlier, where I was advised that a SIM swap would be required at a cost.

When I attempted to clarify this discrepancy, she began raising her voice and repeatedly spoke over me, preventing me from completing my questions. Despite this, I continued the conversation and asked about the availability of the Samsung A57. She informed me that the last unit had been sold and that new stock was expected “during the week.”

I then attempted to ask about the online application process, as I wanted to proceed with initiating the contract today because of the uncer*****y around in-store stock availability. Before I could complete my question, she interrupted and stated that I would not receive the phone today anyways. I explained that I was aware of this and was simply trying to understand the process so that I could proceed with the admin side of things today and would get the device whenever it became available.

At this point, her tone became increasingly confrontational. She stated that she could not provide exact timing for stock arrival and questioned what I expected her to say, despite me clearly not asking for specific timing. When I attempted to clarify my question, she continued to interrupt and then accused me of being disrespectful. I then asked her to repeat my question back to me to ensure mutual understanding, but she avoided doing so and instead told me to “ask the question again.”

When I finally completed my question regarding the online process, she responded that she does not handle online matters. I then asked whether there was someone else or a manager who could assist. She stated that she is the manager.

At that point, I said thank you and I ended the call.

The entire interaction was marked by: A lack of basic professional courtesy Evasive communication when asked for her name A dismissive and impatient tone from the outset Repeated interruptions and speaking over a customer Raising her voice during a routine query Failure to provide clear, consistent, or helpful information An unwillingness to assist or direct the query appropriately

If this individual is indeed the store manager, the conduct is particularly concerning, as it reflects a breakdown in customer service standards at a leadership level.

I request that this matter be formally investigated and that appropriate action be taken. I also request feedback on how MTN intends to address this behaviour to ensure that customers are treated with professionalism and respect.