WELCOME TO THE DARK SIDE WHERE MTN MAKES EVERY EXPERIENCE HELL

I submitted an Online application for an upgrade. The reason for doing the online application was because the stores normally have extremely long queues with no more than two or three people attending to customers. I received a call from Bongani. Bongani asked me questions and informed me that my application was approved. He however wanted to know if I've ever had a dispute with MTN, because this can affect me negatively in future. Of course this created a sense of alarm and Bonagni informed me that he cannot shed light onto the matter and that I will have to query with the Store. Perplexed I told Bongani I would do just that and to hold onto the application until I enquired about this.

Upon enquiring I dicovered that the dispute has nothing to do with MTN. Instead I lodged a dispute with transunion because a balance reflects on an account which was closed 2 years ago already.

I was clearly upset and information was read inaccurately and disseminated erroneosly. I app**** for a Wifi Router at the Mall of the South Store and they could assist with the Router but not with my upgrade due to the fact that an application is still pending with MTN Online.

I have called eight times in total to be met with indifferent agents who cannot finalise or escalate the matter. Apparently Bongani is the only one who can assit to either finalise my upgrade or cancel. I was also informed that he will call me to no avail. It appears that I am with the wrong Service provider.

I was given erroneous e-mail addresses and an attempt to place my complaint in writing for referral to ICASA should any further problems arise proved unsuccessful because messages get returned as undeliverable. The only satisfaction seems to have been from a Retentions agent who did not even acknowledge my concerns and was very hasty to close my contytract and for me to look for another Network provider. It nauseates me that organisations grow so large that they couldn't care a less. No managers are available and their contact details are not available. Where is the transparency and what darkness is the so called "bright side" hiding behind. My experiences has been nothing but bright. Bongani did not even have the stock that is advertised. Your online advertising shows deals that closed at the end of December.

What happens to my subscription charges now that you are not interested in assisting with my upgrade?

I would appreciate it if one of the phantom Managers can attend to this speedily. Seems like agents are very bold and confident when they deliver bad service because there is no one to answer to that monitors performance or the lack thereof.

My contract comes to an end this month. If I should be billed at the normal rate, and not have an upgrade or new device I will take legal action. I actually invite you to try and disconnect me or allocate my number to someone else and then you'll see what one "little, insignificant" customer can do to the reputation of your business.

Please in heaven's name can someone attend to this or how far should one go to be treated as a person, and not just another number on your DARK network.