Worst Customer Service Of My Life - Shame On You MTN

On the 13th of November 2021 I went to the MTN branch located in Clearwater Mall, Roodepoort, Gauteng to take out a contract phone seeing that the phone I had previous broke. I was using MTN already on pay as you go and was happy to continue with using their services when taking on the contract.

If I only knew then what I know now.

I went with intention to take a contract on an iPhone which I wanted seeing that I was using iPhone previously and loved my phone. They apparently did not have stock of the particular phone I was looking for but the sales rep started going on about the Huawei Nova 8 and how wonderful it is. I reluctantly listened to her sales pitch. I knew that Huawei did not have Android capabilities and asked them would I be limited by this fact seeing that I use my phone in my car with Apple Car Play so obviously I would need Android Auto, which is an Android app. They ensured me that everything that I needed the phone to work with will definitely work. So learning this I took the contract and left for home excited about my new phone.

To my dismay later that evening more than half of the apps I needed not only just for work but everyday life was met with a notification on my phone that "This App is not supported by the device"

So I went back to the MTN branch in Clearwater Mall the next day which was now the 14th of November 2021. I asked them how it was possible that more than half the apps on the phone are not working seeing that they ensured me the previous day that everything I asked them would work. I was answered by the sales rep that she felt it was not her fault the apps didn't work and there is nothing she can do for me so I will just have to use the phone as is. So I asked to speak to the Manager, I waiting for quite a while for him to come out.When he finally did I explained the situation to him and asked for assistance in this matter. I was not happy with the product received seeing that I was **** to about the capabilities of the phone and I accepted what was told by the sales reps seeing that they should be knowledgeable about the products they are selling. I as the consumer was not explained the restrictions of the phone's capabilities and want to exercise my right to my cool off period as stated in The Consumer Protection Act I could do and exchange the phone for a different brand that would yet again work for my requirements. I honestly wanted to stay with MTN as my service provider, I was completely happy with their services up to this point.

He shrugged and said it's impossible, he was not allowed by policy from the company to exchange the phone for a different contract and I needed to accept this fact seeing that I already signed for the contract. I told the manager now by this stage I am sitting with a phone a can bearly use because I was either **** to by his staff members about the capabilities of the phone or that they were to *********** know the products they sold.

His reply was that if his staff members said the phone will work with what I needed it should work and he suggested I spoke to their Huawei Tech to get everything working. So I asked him where the Tech is so I can get this sorted out. He told me their tech will only be back on duty the Tuesday so I will have to come back.

So already extremely frustrated by the terrible and no care service I was receiving. I asked him if he could confirm now with tech that I won't be wasting my time coming in on the Tuesday to get everything working. Seeing that I had to take off work to be able to return on Tuesday. He phoned the Huawei Tech to confirm with her about all the apps including Android Auto, would work. After his call he gave me his word that when I returned everything I asked for on the phone will work including Android Auto, the Huawei Tech confirmed she will be able to get everything to work and I just needed to make a list of everything that I needed on the phone.

So after that I went back home and returned that Tuesday which was now the 16th of November 2021 with my list all neatly written down. I got there and was asked to wait seeing that the Huawei Tech was still on lunch which was odd cause it was 10am. But I patiently awaited the arrival of the Tech and after which was about a 30min wait she came in. I gave her my list, she took a look at it and at the first point she said Sorry Sir but this will never work on a Huawei phone!!! (The first point was Android Auto)

I was completely lost for words. I mean what should my response be after all my efforts to get this situation sorted out without losing my cool completely. So honestly I did loose my cool after that a bit. I was misdirected from the start about the product's capabilities that was sold to me and then met with a completely unprofessional, no care attitude from the staff from Clearwater's MTN branch!!

So after I ranted for a while the manager suggested that they just change the contract from Huawei to a different brand. Taken back by this because just that past Sunday I was told that was not all any possibility to do that?!

So still wanting to make use of MTN as my service provider, I said it was fine, cancel the contract and give me the contract for another device. So we did the paperwork for that. I asked the Manager for an estimated time frame for this process to take effect and when I can except to receive the new device because I had to give the Huawei in at this stage and I needed a phone for work and my personal life as well. He said it should not take more than 3 weeks but he should have an answer by Friday which was the 19th of November 2021. I asked him to update me by Friday so that I know what the situation was. He agreed that he would. I accepted this and went home again.

Friday came and went I heard nothing. I went back that weekend to find out what was going on just find out the Manager was on leave and will only be back the next week and no one was able to give me answers.

So I returned that week and started going in to get feedback on a daily basis because no one was willing or able to assist in giving me updates. All the long taking off from work each time and the manager was MIA each time. It got to a stage where the staff got to know me as "The Guy With The Huawei" and finally gave me a number to contact the manager with.

So I phoned him and asked for the feedback he promised to give at this stage almost a week ago. He just said there was no news so far. So he asked me to give him the 3 weeks he promised me to get it sorted so I did that after explaining that it is getting crucial for me to get a phone seeing that I had to borrow a phone from my boss to be able to continue to work. So the 1st of December 2021 it was exactly three weeks and I have not heard from him yet again. So I phoned him on the number that was given to me previously.

When he answered he explained that they followed the wrong protocol and the whole process needed to be restarted. Now I was ****ed beyond words. I asked him does this mean I will have to wait another 3 weeks? He said no they could motivate the situation and it should be resolved within a few days maybe a week at most.

Thinking back now I was way to patient with the incompetence I was met with.

I gave it a few days into December probably until the 6th - 7th without hearing anything again. So I phoned yet again!!!

The phone rang a few times without answer and finally a staff member answered this time instead of the Manager. Apparently the manager is no longer working at the MTN Clearwater Branch and was now at a different branch. I asked this lady now who is working on my situation. She said was not sure and asked for my details so that she can check the system.

After a few minutes she told me nothing has been done with my request. She then went on to asked if she can proceed with the change of the devices application.

I was, I feel understandably livid and asked her to request the complete cancelation of the contract. I went through the motions over the phone to get the cancelation done. I asked her to make sure no debit order should be taken off my account at the end of the month and I wanted a proof of cancellation from them.

She said that's fine and I will be receiving an sms shortly to confirm the cancellation.

Today is the 3rd of January 2022 and I am still waiting for that sms.

The plot thickens here though.

I went on Holiday on the 23rd of December enjoying my time off after the stresses MTN has put me through so far just consoling myself with the thought that the contract has been cancelled and I don't have to deal with the pathetic service I received from MTN Clearwater branch ever again.

On the 1st of January 2022 I was driving back from the Cape after a lovely holiday just to see to yet another disheartening surprise, a debit order went off from MTN for the amount of R861.00.

So I thought this isn't right. The lady I spoke to ensured the debit orders won't go off seeing that my contract was being cancelled.

So I phoned the number I got to no avail. I phoned Customer Care on 135. No answer. So I waited the weekend, phoned customer care again today. After a lengthy wait on hold I got through to an operator. I explained my whole situation and was asked for my details again as she was going to check the system to see exactly what was going on.

After waiting for a while again. She told me that she see's the first cancellation for the exchange but not for the complete cancellation of the contract so that is why my debit order went off.

So in other f&*$King words the cancellation was never done on their side!!!

So I basically paid for a phone that I haven't had since last year the 16th of November?!!!! How the hell does that work??????

So that is what I asked this lady all the while trying to be as calm as possible, which was not very calm at all.

Very apologetic she told me that they would be happy to credit my account with the amount that went off, but I will have to go MTN Clearwater yet again because they needed to lodge the refund there.

So now I have to go back again!!!!!!!!!!

So I went back today taking off from work yet again. After waiting for about 30min until I finally received assistance from the staff there. The new floor manager helped me, if I can even call that help. After I explained my situation to her she apologised and got to work just to tell me a new cancelation process will have to take place now and I will have to be liable for the debit orders monthly until my phone is cancelled and only then can they refund me.

I asked now how long will this new process take?

She answered up to a year!!!!!!!!!!!!!!!!!!!!!!!!!

So that means I will have to pay R861.00 each month for a phone that was checked in on the 16th of November 2021 and I might to pay for a phone I do not have for up to a year!!!!!!!!!!!!!!

SHAME ON YOU MTN!!!!!

I am utterly appalled at the customer service I have received thus far.

I am also completely surprised that a company of your caliber would allow for such bad services.

I am determined to make my voice heard even if I am only an individual against a massive company like you.

How do you justify this service?????

As soon as I am rid of this situation I will make sure that MTN will not be seeing my business ever again and I suggest to everyone reading my review to stay far away from MTN. You will be beter off sending postal ***eons.

No Kind Regards Needed A very unhappy client