Mobile Telephone Networks [MTN] South Africa review: Customer service (lack thereof)

I have been trying to get hold of a real person from MTN for over a month.

I recently immigrated to the Netherlands from South Africa. I have had a contract with MTN for over 2 years now that I pay for for my younger sister.

The phone is now due to be upgraded, so I ordered the new phone, picked a more expensive contract even, and set the delivery address to my mom & sister's house in South Africa. I receive an order number and confirmation, everything.

I then email MTN with my order number, account number, etc. explaining that I will not be able to accept the delivery as the account owner as I do not live in South Africa anymore, and asked them what I can do from my side to make sure this process goes smoothly. I explain that I have the ID number, address and name of the person who will receive it on my behalf, and that they will gladly show their ID to the delivery person on arrival.

I receive an automated reply.

Only after I send this first initial email, do I do some research and discover that MTN no longer allows anyone to accept a delivery on behalf of someone else.

So I try and phone every number available online for MTN, because now I realise that I have ordered a phone that will be delivered and probably not handed over to the person there to accept it. I get absolutely nowhere. Half of the numbers don't work, and none of the automated options allow me to speak to an actual human being. not even the Whatsapp option works. I then email every email address I can find, and I receive one reply from [protected]@mtn.co.za forwarding my email on to another address asking them to assist me. This was on September 28.

I have repeatedly emailed all email addresses asking for a response, been trying the phone numbers, and have gotten nowhere. I have heard NOTHING of my order, no cancellation, no delivery update (mind you it was supposed to be delivered 3 weeks ago already). Just absolute radio silence.

What got me today is that I have just received my invoice from them to pay. The AUDACITY.

I have even asked my mom, who is currently in South Africa to try and see if she can get through to anyone and she has had no response.

I am fed up. Funny thing is I probably won't be able to get hold of anyone to cancel my contract! All this while my sister is sitting with a broken phone unable to upgrade.

Absolutely disgusting service, and so frustrating that companies are making it more and more difficult to get in touch with a real life human being rather than a robot!

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