Worst Customer Service - No one takes responsibility, MTN don't care about their loyal longtime customers at all.

<p>I have been a loyal customer of MTN for the past 11 years or more and with all their network faults I always stood by them. Not to mention in the amount of money I have spent with them over the years as use my phone excessively for work, even when they didn’t have the Sky packages, I still continued with them and didn’t change over to Vodacom and just paid the price.</p> <p>I have complained on previous occasions about minor things and packages as charging for things that never got refunded or fixed, yet still stayed with them.</p> <p>Yet the service at these organizations has gone for a ball of **** to put it lightly!</p> <p>I went into the store in Morningside on 27.06.16 to change my deal in order to have two sim cards for two devices as needed the second one for work. They issued the sim card which I paid for and RECA’ed my new number etc. At this point I ensured that this was a dual sim the one for a car kit or same number with two devices, the agent asked the supervisor and deactivated incorrectly loaded one and then fixed the correct selection, subsequently the number was connected and have been using my second sim since then no problem till NOW!!</p> <p>On the 4th of Feb 2017 I called to change my package to the sky package as my bills became excessively expensive once more. The lady that assisted me Thandeka was very friendly and helpful, weighing up all the package options, then when she read all the legal stuff and reminded me ( all calls are recorder, which I now have heard a million times, yet no one listens to them what so ever) I specifically mentioned that I have a dual sim, and I take it that this will not get effected by this upgrade, she ensured me that nothing will change accept for my package.</p> <p>The next morning I noticed that my second sim, the one I have been using since last year stopped working. I called to enquire and was told that the sky package was not permitted to do so, still don’t get the why? No one can give me this answer, as on sky you still have limited minutes and then charges, so more money with MTN yet I took it as one of those things. I called back on the 7th and asked Thandeka to explain this, which she then said she will sort out and escalate. I have mailed, I have called, I have spoken to supervisor which told me that she will give Thandeka the opportunity to resolve this problem and won’t intervene now- very blasé and couldn’t care attitude.</p> <p>I then went into a at the Mall of Africa just to get a temporary number as need my second handset, got this done and the lady said that she can’t see any notes on the system or track my second number.</p> <p>On the 12th February after many calls no answer, mails that no one responds. I decided to go to the walk in centre in Morningside once more to resolve this problem as it has been unresolved for more than a week with no luck or response from MTN. I then took out an additional contract as have no other choice in the matter, hoping that this will resolve the problem and my second line back up. I since then have called the lady that assisted me Mbali, I have mailed both her and Thandeka with no response or anything.</p> <p>Few days later I called the call centre once more, explained all once more as the supervisor not available once more, spoke to a gentleman who held me on the call for a long time and managed to contact the store who then on speaker told me that the store is processing this request and will be resolved asap, as if to make out the problem started there needless to say this did not happen.</p> <p> </p> <p>Called a few times no luck, asked for manager to call me with no luck or even the time of day.</p> <p>On the 22nd of February I called the call centre once more, after a long wait and getting upset, as for some reason you have to explain the entire story to every single agent and no one can read the notes or even willing to connect you to someone in management. I then managed to talk to Bongani, very polite and somehow could not understand all as the notes are not that up to date on the system. I mailed him all the documentation and explained once more the problem and the resolution. I got a response saying that he has escalated this to another department for resolution.</p> <p>I called a few more times and no response, going through the same story and to hear I send an email to someone.</p> <p>I called on the 08th March 2017 to ask the agent to send a mail insisting that this get s escalated to Head office or someone in a managerial position, who as everyone else told me they can’t as they need to send this to the supervisor who then can request a call from a manager.</p> <p>I called again on the 09th March 2017 spoke to a lovely lady for almost an hour, she tried every single avenue and no one wants to help her top resolve this, no supervisor wants to take my call, upgrade department supervisor told her it’s all resolved and I’m happy, the store can’t be bothered and this poor lady could only apologise for her organization’s behaviour and service and tell me she honestly do not know what else I can do as no one taking responsibility and not even responding to them.</p> <p>It is now the 09 March 2017 and to date we have no resolution what so ever and not a single response from MTN. Five weeks later and not a single person can resolve this problem or take any form of ownership, just pass it on and hope I will go away. They insist that in effect I never had a second number, even when providing the sim card number , the number RICA’ed to my name, paying for additional service on account. All they tell me is that they don’t know how this happened, or not sure why this can’t be resolved and they will come back to me. HOW LONG??????? I even gave them the option of giving me a new number if really need be as can’t understand how they cannot assign the number that I had with guess what no luck, which will impact more things as I will have to inform people once more of a number change for the 3rd time yet was even willing to settle for this with no prevail.</p> <p>I have spent hours on the phone, mails send not even given the time of day yet when it comes to taking your money they have no problem doing so, and tell you they providing a service….</p> <p>The loss of income, time and so much more that I have spent in past few weeks, just to get one issue resolved, needless to say without any luck, that MTN just feels the need to make out they are doing you a favour and no compensation, And all I want is to get the number resolved and spend more money with MTN and they are telling me we don’t need your business with their behaviour and actions.</p> <p>A Very Very upset long-time loyal customer.</p>