Urgent Complaint – Unacceptable Delay and Poor Customer Service

I am writing to formally express my deep dissatisfaction with the service we have received regarding our MTN Fixed-LTE Uncapped 20Mbps order, placed on 22 January, under our business account. The handling of this order has been unacceptable, and I demand immediate action to resolve this matter. On 23 January, we received confirmation of our order and instructions to complete the RICA process. Since we had recently moved to a new property and did not yet have proof of residential address, we were advised to submit the property transfer documentation and a copy of ID as sufficient proof. It was duly emailed and uploaded via the provided link. On 1 February, we received an additional request for an affidavit confirming the physical address, which we then submitted via email and uploaded on 5 February. However, we never received any acknowledgement or response confirming receipt of these documents. Given the lack of communication, we made multiple attempts to contact your support team through WhatsApp, phone calls, and chat, all of which were met with unacceptable delays or outright disconnections. Here is a summary of the poor customer service experience we endured: • Thursday, 6 February: We started a WhatsApp chat before 13:00 and only connected with an agent (Firdows Van) at 15:00—two hours later—yet we still received no status update. • While I was on this chat, my husband also sent a WhatsApp message from his number ***), which was even worse—agent Stanton Fillies connected at 14:15, responded at 14:33, and then abruptly ended the chat at 15:20 due to “no communication.” • Earlier that day, we called via the sales channel (11:22 AM) and were placed on hold for 22 minutes before the call was disconnected. Later in the afternoon, another call with Lebo resulted in excessive questioning before the call was again cut off. It is utterly unacceptable that, after spending countless hours attempting to obtain a simple order status update, we have received no resolution, acknowledgement, or clear communication. Your current customer support process is failing customers by forcing them into unresponsive and unreliable channels while prioritising sales over service. As long-standing customers of Webafrica, both personally and now as a business, we are highly disappointed and are seriously re-evaluating our decision to continue with your services. We must escalate this complaint further if this matter is not immediately addressed. Resolution Required Immediately: 1. Please provide a clear update on our order status and router delivery. 2. Confirm receipt and verification of our RICA documentation. 3. Address the unacceptable service failures and provide a direct, efficient resolution path. I expect a response today with a concrete resolution, failing which I will escalate this matter to higher management and relevant consumer protection bodies. I trust that you will act promptly to rectify this situation.