Unsatisfactory Service Experience

Over the past few months, I have received numerous calls from MTN (012#) requesting / informing me on my SIM upgrade. I initially had the conversation with an agent and I provided the agent with my address and contact details, only to be called by more agents which impacted my entire client experience. The initial agent that I spoke to informed me that my SIM card would be delivered to my workplace and it still has not been delivered.

Yesterday (31/05) I received an email with an MTN Contract Confirmation which left me confused as it is now stating that I have app**** for a device upgrade. I then received another call this morning (01/06) informing me on my data sim upgrade. It seems as though different departments are working on my account and do not have a single view of me.

I've also been struggling with my device insurance and have been pushed from pillar to post and got informed that my device insurance is not held with MTN but by a third party. I had signed up for my device at an MTN store and also got informed that MTN stores are franchises and they can provide their own insurance.

As a loyal client, the least I'm expecting from MTN is a single contact point that can assist me and I'm irate that I need to contact multiple people to sort my issues.