Mtn
Lack of service when upgrading contract

My contract 'expired' in July 2012.

I enquired about an upgrade on 14 January 2013 and received a response that: yes, I was due for an upgrade; and that my query would be forwarded to the "upgrade department". [Ref: 6138790]

No response for 2 weeks.

I sent another mail on 30 January stating exactly what contract I would like.

No response for another week.

I sent a further mail on 6 February complaining about the complete lack of service and requesting someone to please attend to my upgrade. Finally I received a response apologising for the "inconvenience" and stating that my query had now been forwarded to the "Corporate team". [Ref: 96805042]

No response for almost another week.

I have no idea how MTN ranks at or near the top of every Ask Afrika Orange Index for telecomms. Either the data is skewed, or the rest of the field is atrocious. MTN is a service provider, yet acts like a utility company. Somewhere in their CRM system is a record that my contract was due for an upgrade; for 6 months no action was taken. My query has been sitting in their system, unresolved for nearly a month.

If I'm not at the top of the queue, how long are others waiting?

Company: Mtn
Country: South Africa
City: MTNSP / Corporate

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