Weeks of Poor Service and No Resolution from MTN

This is the worst company ever and it is really shocking for such a big company.

Don't get me started on the poor service the agents give the customers, from their terrible product knowledge to their disgusting attitude. Also, no agent wants to put you through to a supervisor.

MTN’s service has been extremely disappointing, especially after being with them for so many years.

On 20 December, I visited an MTN branch and made an early payment for my December bill. Despite this, on 30 December, MTN debited my account again for the same amount for the same month. I contacted MTN for assistance and was advised that the issue would need to be escalated and tickets logged. I had to call in daily to follow up on my refund. Instead of properly resolving the issue, MTN moved the payment to January without my consent. While the funds were eventually refunded, the situation caused ongoing problems. On 1 January, my phone was lost. I immediately contacted MTN for assistance to suspend the number and block the handset. MTN was unable to block the phone and only suspended the number. When I later attempted to activate the SIM via a SIM swap, I was informed that my account was showing as in arrears because it was now January, and therefore the SIM swap could not be processed despite the fact that I pay for this SIM and the arrears were caused by MTN’s own billing error. Throughout this process, the service from call centre agents has been extremely poor including lack of product knowledge, unhelpful attitudes, and refusal to escalate calls to supervisors. This entire experience reflects a serious failure in billing accuracy, customer support, and accountability. I am deeply disappointed and expect MTN to take responsibility for the inconvenience and distress caused.

I can go on and on about their terrible service.