Worse Customer service in SA

: Complaint regarding persistent MTN network internet service issues

Dear MTN Customer Service Team,

I am writing to express my extreme frustration and disappointment with the ongoing issues we've experienced with our MTN network internet service since moving to our new home in March 2025. Despite multiple attempts to resolve the problem, we've been met with inconsistent and unhelpful responses from your support team.

We've been told repeatedly that our location details needed to be updated on the system, which we've done multiple times. We've also taken our router to an MTN store for testing, only to be told that the issue wasn't with the router. The store staff updated our location details, and we were assured that the issue would be resolved within three days. However, the problem persists.

We've escalated our issue to your supervisor, Francina, who logged a call with the coverage department. Unfortunately, their response was that we don't have internet service in our location, despite previous assurances that the issue was resolved.

We've spent four months going back and forth, with no resolution. We've paid R560 per month for a service we haven't received. Recently, we were told to leave our router with the MTN staff for 3-4 weeks for testing, which means we'll be without internet for another four weeks.

We're also disputing the claim that we don't have insurance on our router, as we were under the impression that we had opted for insurance when we app**** for the router.

We're extremely dissatisfied with the way MTN has handled our issue and feel that our business is not valued. We urge you to take immediate action to resolve this matter and provide us with a reliable internet service.

Sincerely,

Maritsa De Jager