Unresolved issue regarding voucher & unsatisfactory service on new MTN contract

Unresolved Issue Regarding Voucher & Unsatisfactory Service on New MTN Contract

Dear MTN Customer Service Team,

I am reaching out to express my frustration regarding an unresolved issue and the quality of service I have experienced since taking out a new MTN Home WiFi contract on 12 September 2024 at the Mall of Africa store.

At the time of signing, I was informed by the consultant that there was a promotion, and I would receive a Takealot voucher worth R400. Unfortunately, despite repeated follow-ups, I have yet to receive this voucher, and the service I have encountered while trying to resolve this matter has been disappointing.

Here are some of the key issues I’ve faced:

1. Unprofessional and Dismissive Interactions: Several consultants have been rude during my inquiries. One at the MTN Centurion Mall even hung up on me, and another appeared distracted, talking to others while on the call with me, indicating a lack of attention and professionalism.

2. Customer Care Referrals: When I called Customer Care, I was directed back to the original store. Despite this escalation, my issue remained unresolved.

3. Incorrect Profile Information: Upon revisiting the store, a helpful consultant discovered an incorrect cellphone number under my profile, which had not been updated by the original consultant who processed my contract on 12 September. This could potentially explain why I haven’t received the voucher.

Following this discovery, a ticket was logged on my behalf. However, I received an SMS two days later stating the query was resolved, yet I have not received the promised voucher. I am now concerned that the voucher SMS may have been sent to the incorrect number previously associated with my profile.

This situation has caused me significant frustration, as my multiple follow-ups have resulted in little to no action from MTN, leaving me feeling undervalued as a customer. I kindly request MTN to urgently investigate this matter, confirm the voucher’s status, and ensure it is sent directly to my correct contact number.

Should there be no resolution, I will be left with no choice but to consider canceling this contract and seeking service elsewhere.