Having previously had no response from the customer service number 808, I went into an MTN shop (Northgate) and asked about cancelling my Data contract. The agent said that I needed to call 808 and speak to Retentions. I called... 3 times... and each time an agent answered, he/she transferred me at which time I was kept holding on the line for an extended period of time before I dropped the call. I then submitted a query online (mtnsp) and sent an email to a nearby store. Many hours later, and I have not received a response.
On the contrary, I visited the Vodacom website. I was able to connect with an agent and have an online chat to have my questions answered immediately. I thought I could port my number and do an upgrade at Vodacom but unfortunately that wasn't possible. I'd have to cancel my contract at MTN.
I think we all feel about the cellphone providers the same way we feel about Eskom... but at least I could get my questions answered quickly with Vodacom while I probably would not get a reply from MTN. I am going to move my contracts as they come up for renewal to Vodacom because MTN just does not give a hoot about its customers.
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