Upgrade Horror.

I have been with MTN SA for probably around 20 years now and have never experienced what i am currently experiencing with them right now.

The process of upgrading has never been more frustrating than it is right now. In the past i would go into an MTN store and the upgrade would normally take between 10 to 20 mins at the most. This is not the case at the moment.

I was informed that my upgrade was due on the 31st Jan 2020. I went to an MTN store on the 2nd Feb 2020 in Sandton City. I was there for around an hour waiting for the process only to be told in the end that i was only due for an upgrade on the 1st March 2020. First waste of time.

I waited till the 3rd March 2020 and decided to try do my upgrade online. After around 15mins of being online and going through the process the online application came back saying that my cell number doesn't exist as a contract number. Second waste of time.

I then called the call center to do my upgrade over the phone. Spoke to someone quite helpful and after about 15 to 20 mins i was told that i am unable to do the upgrade over the phone as they do nit have access to my account and i would have to go to an MTN outlet. Their reason was that my contract had been migrated to a new system and only the stores are able to access it. Third waste of time.

Yesterday, 7th March 2020, i went to an MTN store in the Mall of Africa to continue my upgrade. My wife and i sat in that store for over 3 hours waiting for my upgrade to be processed. Needless to say it is now Sunday 8th March 2020 and i am still waiting. Fourth waste of time.

I am highly irate and disappointed with this service from MTN and am considering moving to a different network. I have always maintained that MTN was the best network in SA but am now in doubt.

I still do not know how long i am going to wait for my upgrade. Hopefully i get it soon but that remains to be seen.

MTN thank you for a "wonderful service". (Please note the sarcasm).