Unwilling to assist agents

Good day

I hope this email finds you well. Im typing this email disappointed and disgusted by the service I got at MTN LINERTY PROMENADE MALL. While ago i called call centre asking about e-sim and i was told i can go to one of the stores for e-sim and they will assist me. I went to Canal Walk and unfortunately because I didn’t have my ID with me they were not able to assist me. Today(01/04/25), I went to Promenade mall,a lady byy the name of Tatum asked how she can assisme and i told her i wanted an e-sim. She told me she can’t assist me as she is waiting for OTP and asked another lady but the lady said she can’t help as yet as she’s busy with roster(I thought client/customer comes 1st). Tatum then said that since it is prepaid ,i wont get the same number. I advised her that i was told/advised that i can still use the same number and i know a few people that are on prepaid and using MTN ,they kept their same number on their e-sims. She went on and said i can wait for what-what who has been there long enough to assist me with the e-sim and keep my number. While, i was waiting a giy by the name of “Zubei”(sp) asked how can he help me. I told him,im waiting for someone to assist me with e-sim and Tatum told me the only person that can assisy has stepped out,hence im waiting. He went on to say that I can’t keep my number,only of inwas contract i will be able. Told him,i called call centre and went to one of the stores and inwas told i will be able to keep the same number. While he was talking to me,his colleague(a guy with specs called him and addressed him) but he still went on to say that i cannot keep the same number.

I’ve been told by someone that works and one that worked at MTN that one can keep their same number but some stores don’t want to go the extra mile. Even when I called the call centre i was told the same.

I’m disgusted appalled by the services that I got from them. Tatum cannot say I should wait for so and so to assist me and then the next they say I can’t keep my number.

If they don’t wonna work or do their jobs,maybe someone else should be in their position. Someone thats eager to assist and go the extra mile.

I need help with my e-sim and i need to keep my number. If they are not willing to help one of their customers. Does that mean i should change service provider that I’ve been using for years because your agents/consultant are not willing to go the extra mile and assist clients/customers with e-sims?!

Please, advised where to from here and what should i do to get an e-sim and keep my number.

Tatum even had the nerve to say she can’t give me her name while her manager is not around to show that she knows what they did is *********. Zubai was so arrogant and condescending while he was addressing me. I deal with clients on a daily just like they do and the kind of service and attitude they gave me sucks.

This email will be sent to Hello Peter as well,because im really tired of your agents that don’t want to assist with an e-sim.