I ordered an upgrade on my cellphone account. The new phone arrived the next day, but when I tried activating the new micro-SIM that came with it, it was discovered that the call centre agent that did the upgrade had processed it as an additional contract instead of an upgrade. He admitted his mistake and said he would sort it out. A new phone was supposed to be issued to me (even though I told him I had already opened the other one) and the other would be collected immediately. He assured me it would be corrected and I would not pay any extra for the error. I struggled with more horrible service through the week trying to get my new ("correct") phone connected - I was passed around between 7 or 8 call centre agents who all didn't know what they were doing. I checked again and was assured that my account was corrected and other phone was still to be collected.
I have just received a bill for 2 separate cellphone contracts. Therefore MTN have done nothing to sort out my account. Now I am being billed for their incompetence. Absolutely shocking service. If I could, I would move to another provider. Not once did I even receive a follow up call to check on whether everything was ok.
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