Mobile Telephone Networks [MTN] South Africa
Reviews and Complaints

I upgraded end of April 2019 with MTN. upgrade to Huawei package with health wrist
step tracker wrist band and power bank stuff etc. Received wonderful service in the beginning. I was helped by Firoz at Jacaranda Shopping centre tel no 083 869 6765 in Pretoria. made 5 calls in May and June to him. But till today (16 July) after numerous call to him and the MTN CallCentre (see reference I still have not received the specials of the Huawei deal that was promised and Firoz is not coming back to me as promised! My last call to him was made on 9 July @14h45 All I want is my special deals -that was the promotional items that made me decided to stay with MTN due to great package deal!

MTN SA Customer SCare

As a customer, receiving good service from a supplier should be the norm but with MTN SA, in my experiences, this is not the case.

This week, I was looking for a router with a data bundle, paid up front, that would remain valid for a year without having to sign a contract.

MTN's Data4Keeps seemed to fit the bill but there was no information on their web site with regards to the size of the bundles or price.

So, I clicked on the web site "Contact us form", filled in the required fields and sent them the following questions:

1. What are the size of the data bundles and price when paid up front and valid for 12 months,

2. What happens if I use my data before the 12 months are up? Can I buy another package?

3. I will also need a modem/router. Do you sell them and if so where can I get pricing?

Sounds simple doesn't it?

No so for MTN SA.

Not only did they not answer my questions but sent me the following (no doubt automated) response:
""Kindly dial *136*2*999# and select ‘Data4Keeps Bundles', these bundles only expire 365 days after activation. Please note that this service is only applicable to Pre-Paid price plans. You can also visit your nearest MTN store to apply for this service."

I live 240Kms from an MTN store and would hardly travel 500Kms to get 3 questions answered.

So on Wednesday 8 May, I thought of contacting them through their facebook page.
I have attached my conversation via messenger that if it wasn't so pathetic, would be comical. My posts are in blue.
It is worth the read.

Fortunately for us, consumers, we do have a choice.

In sharp contrast to MTN SA, Cell-C (a competitor to MTN) answered all my questions and within 24 hours I had a modem and 20GB of data activated and valid for 365 days.

On 4 January 2019 MTN call me round 3:00pm because I applied for an additional contract with device, I already have 3 different service including data packages but I wanted an additional one with a device. I did the application and gave all my details and the lady told me that MTN has allocated R1200 to me for a device. I told her which one I want and we finalised the package. She asked to hold on while she does the vetting. When she returned she said to me congratulations sir, you have been approved. We finalised the terms and conditions and she asked me to hold on while her supervisor needs to do a confirmation. Her supervisor came on the line and she confirmed the deal and package and I said yes. The supervisor then said congratulations to me and welcomed me to MTN. After this a week passed before I called to hear when I will be getting my device. I was told it shows processing on their side. I asked when can I expect to find out and was told to call back the following week. Another week passed and I still had not heard anything and I called again. I was told it still shows processing. I then asked why it's taking so long and was told theu have a backlog and are working with the oldest applications first and should expect to hear the following week. This was last week. Yesterday a lady from MTN called my wife's number as I was driving to Centurion and couldn't speak and had given my wife's number up as an alternative contact number. She asked to speak to me and my wife informed her I was on my way to Centurion and will be back on Sunday but can she take a message and I will call her back. She told my wife that she just wanted to confirm a few details of my employment and my wife told her she could confirm since we both work for the same company. The information that was confirmed was company name and address. My wife also asked her if she would like to confirm the number and it was confirmed. The lady called on 15:37 18/01/2019 from 031 655 7400. This recording can be confirmed, aswell as the recording to me on 04/01/2019 around 15:00. My wife asked her if she needs any further information and she said no the processing is now finished and finalised, and next we can expect to hear from the courier, delivery should be next week. Just to make sure my wife asked again and the lady confirmed that the validation and processing is now finished, the contract was approved, and next the courier will call before they deliver. My wife thanked her and they said goodbye. Later when I arrived in Centurion I called my wife to tell her I'm safe, and my wife then told of the call. I was relieved because the processing was taking long and I wanted to know what's happening. I was very glad to hear it's finally done and I'll be receiving my new phone soon. This morning, to my astonishment I received a sms stating the following:
"Dear Valued Customer; your recent application with MTN has not met our criteria and we are therefore unable to proceed with your request."
I was blown away. I read it, and read it again. And then became agitated, remembering all the times I was told that I was approved, all the congratulations, and the final call for confirmation of employer details and then the courier will call delivery next week. I Don't understand how does this work. And I had to wait so long, and call back countless times. I am not accepting this. I am normally someone who would rather let something go than cause a scene. But, this time round I'll be causing a scene. I insist on the package, I want it. I was approved. MTN cannot go back on their word. If I do not get that device, I will be taking this everywhere, and I mean everywhere. There are several places I can think of off the top of my head. So, I am still a nice guy with lots of patience. You can send me my phone as I ordered and you approved, and all will be well. I'm not going away, I'm not going to start and then get quiet and drop it. You will send me my phone, because I qualified for it, and you credit vetted me and approved me, told me congratulations and WELCOME TO MTN!

Thank you.
Wardes van Zyl
[protected]

Hello, my number is [protected].. I mistakenly typed in the wrong password while I was setting up a password for my phone and now it's requesting for a puk number... Please send my puk number to my gmail: [protected]@gmail.com.. The number that calls me is [protected], [protected].. The number I mostly call is [protected], [protected]... Please I will be waiting.. Thanks

It is with utmost disgrace and frustration that I am doing this mail. My wife renewed her cell phone contract during early october 2018 and a nokia 6.1 phone was issued. The phone battery did not last for 2 hours and the phone had to constantly charged after a few days the phone was returned.

So let me share my brilliant client experience and fantastic client care experience

1. We had to wait 3 hours in ths shop for the contract to be renewed which was a fantastic experience with mtn and a system slow resaponse was blamed. So stuff the poor client and usual mtn experience prevailed. Most proably the usual mtn staff culture.
2. Next day and we travelled to the store and we had to wait another hour to collect the phone
3. Most proably not im[ortant but we pay for my dad's phone as well and unfortunately we did this at mtn
4. The phone was then send to your repair centre who is also staffed with a bunch of people who cannot tell the truth afterr 3 weeks we phoned the rerapir centre or shal we call it the centre who enahnce mtn client experience. We were told that the phone was full of scratches and they will not repair or replace the phone the phone was returned to the shop with the highly competent staff who did not bother to help us as per the mtn client service culture
5. Upon receipt of the phone with the so called scarathes the phone was inspected and no dents scrathes were found by the staff.
6. Well to cut a long story of a great experience short the same problem about the battery started
7. I returned the phone to the shop
8. Now 2 weeks later and the phone has not yet been send to the repair centre

So
1. Will you be happy if you got a new phone and after 2 months no joy of usage?
2. Will you be happy to pay for a contarct that has no value?
3. Will you be happy to ripped off and allow yoiur money to be stolen from you?

Expectation
1. Cancel my mtn contract for both phones and refund my money and

I deeply regret the day I walked into the eastrand mall mtn shop and will be an evangelist against mtn forever

Let me know what crooked new strategy you going to follow if any to rectify this
Cl botha

Dear Sir,
I real need your help to solve my problem with Seller of the Shen Zhen Frank Technology Co. Limited. I bought The Original Conquest S8 Pro 6G ROM 128G ROM we add extra Camera with black and yellow color for the Price of US 598.49 unfortunately Mobile phone was send without extra Camera
Secondly, the Mobile phone was not registered to Google Co. for Google marketing so Google marketing is not working in the phone. In the item description shows that, the mobile is support Google marketing play while is not work until the company registered they mobile into Google Co. then they will work.
Same day Id received the mobile phone I wrote back to Seller and ask him/her why he/she didn't send the camera she/he replayed that the camera is not available and promise me that he/she could sent it in two to three days Also the registration of the mobile to Google Co. she said she could take care to she didn't since then we have been turning over like a football at the end she stopped even reply my message. I requested that the camera must be sent and the mobile phone must registered in Google Co. in order to enable the goggle marketing work in M/Phone. Otherwise Seller should refund back my Money. Order ID No. is [protected]. I could didn't open dispute because of seller promises he/she may use that way turning me around till dispute date is over and stopped even reply my message,

B/Regards
Saleh Ali Mohammed

Good day
It's Monday 3rd December 2018.
Please read bellow

I upgraded to 60GB anytime data and 60GB night data on 22nd November 2018. Only received my pro-rata data wich was understandable.
I upgraded through the call centre as to beat the rush of black friday in stores...I did ask the lady from the call centre if my night data will automatically be deducted and her answer was yes.
I do not get the service I was promised. Now I am out of anytime data and have to pay additional costs for data.
I have logged a query regarding my night time data not being used and normal data that has been deducted on 28th November 2018.
The agent on the line told me that she could see on her side that the data was used after 12 and should deduct from the night data, wich it never did. So all the data that was used afyer 12 from 22nd November 2018 should be retained as anytime data.
The query still haven't been resolved..
Query no: SMC/[protected]
Iam not the only customer with this problem.
I would like to know with who I have to lodge a complaint to get a responce from MTN? Do I have to lodge a complaint with ICASA, Mybroadband, HelloPeter?
It seems that MTN is not interested in assisting their customer.

Hi my name is nompumelelo mbambo I took out a cell phone contract on the 29/10/2018 with mtn clearwater mall for 2 nokia 6.1 cell phones, invoice number:inv44901371 nokia 6.1 ta-1050 ss3/32za (11pl2bw1a17) black ct &nokia6.1 ta-1050 ss3/32 za (11pl2ww1ao2) white ct acc number:a5690441 sabc0052 store-clearwaterroodepoort salesperson emelda motsididi I got the phones on the 29th 10 2019 then 3 days later one of the phones had a signal problem then took it back in good shape then at the shop they said it fell which it did not I did not say much they said I will get it back in 7 days todays marks 2 weeks and 3 days it is not back then 5 days after the 1st one was turned in the second one started with a head phone input problem still its not back and I am the one that keeps going to them and I get them same response "the phones are not ready" the phone sims are with me but my deepest discomfort is the fact that they are about to debit me for products that I did not even use for two weeks as a customer I should be pleased which I am not

I have been interacting with MTN to close an account that was openned under my name in November 2017. And they consultant in the mtn shop I went to told me that the account has been blocked. But I have recieved an sms from vvm asking to arrange affordable payment on this account. I have kept all the reference number to assist them with the matter. Until today that account is not closed

For two months in a row I have been billed and paid for my data package per my mtn contract and for two months this data has not been provisioned to my phone. Despite numerous phone calls to the call centre, emails to the billing department, and emails and phone calls to the customer complaints mtn, I have received no help or assistance. I have no response at all from customer complaints. The call centre simply says my query has been logged with the billing department and this has been the status quo for two months. I am paying for a service I do not receive. If I cancel my contract I pay a huge cancellation fee and if I don't pay mtn cut off my phone and lodge collection of debt against me yet they are quite happy to take my money without providing me with the service I paid for and do nothing to fix it.

In March 2018 handed all necessary documents to mtn for fraudlent acc.was told in 30days will be resolved will be resolved after numerous call only 30 may2018 they confirmed it was a fraudulent acc was told will be sent to credit department for credit it will take 2day for them to resolve up to this day no one knows why I am not paid out.i then contacted personal assistant of CEO forwarded all relevant ref no to her it's been a week no response from her as well I have not been given any info about anything just all telling me they don't know

November 2018 I subscribe to MTN Contract for Samsung S8 with MSC cruise voucher for R5000 untill today I have not receive my voucher. I requested the condultant Senhle Mathebula to claim the voucher from day 1 I was told to go home it will be delivered to my physical adress but not. I made follow ups but still not receive my voucher. I would like to have the voucher be sent to me asap as it was part of the contract package or R5000 be taken out of the contract.

MTN Incompetency
02.10.2018 - could not receive calls, all other functions worked perfectly fine.
03.101.2018 - after 4 calls & trying every possible code to unblock, finally reported to MTN, given ref: SMC [protected]. Was told it will be resolved in 24 hrs, NOT working hours.
5.10.2018 - when I noticed the issue was not resolved, called & was told to restart my phone. I did that & called again. I was informed it will be escalated & I should call back in 24 hrs (again, NOT working hours).
6.10.2018 - called & was informed that resolution time is now 72 WORKING hours. First I ever heard of this resolution time. The incompetent agent did not even bother to open my issue log as they were too bust partying and claimed the noise was because they were helping customers. I didn't know helping customers involved extremely loud laughing and talking!
08.10.2018 - called, again yet another incompetent agent did not open my issue & gave me the speech of how the fix was being tested to ensure it was resolved. Yet again, this proved to be a lie as the called was closed.
Called on the 9th & 10th to listen to more lies. Not one person informed me that the issue was closed until 11th. I then requested to speak to the supervisor on duty. After placing me on hold for a long time, I eventually transferred to a Mohamed. He told me that he was going to speak to the technical person who worked on the issue. He promised to email me. Surprise, surprise, this never happened.
Called on the 12th, requested to speak to Mohamed & was told they don't know who he is. Requested to speak to the supervisor on duty. I was NOT transferred but told by the agent to remove my sim and battery and put in back in. Sim yes, didn't know how to remove the battery on a Samsung S8. Maybe the dumb agent to educate me on this process. She NEVER called back on my land line.
I then went to the MTN store in Woodmead. The poor guy working there tried to assist and was given the same run around!
After 45 mins he was asked to email SMCVASFirstLine to report this issue. This is now where I am after 2 weeks. Who knows how long it will take these ‘geniuses' to close my call without resolving it.
The so called technical person deserves to be fired along with all those highly, highly, highly incompetent people in the call center. They claim to record their calls for quality purposes! What a joke when they don't understand the concept of quality, service or customer centricity.

I signed a contract November 2017 with MTN Witbank for a Samsung S8 cellphone package including the Cruise Voucher for R5000. I requested the consultant Sinhle Mathebula at the store to claim the voucher as I did not know how. According to the consultant Sinhle Mathebula the voucher was claimed and confirmation received. I was then told to go home Samsung will deliver the voucher to my physical address. Until today I have not receive my voucher despite making numerus complains to the manager Thokozane Ngwenya who promised to look in to the matter and revert back to me. I am paying plus or minus R600 on this contract on monthly bases I have not skipped one payment ever since. I believe I was robbed R5000 on this contract its either R5000 is cancelled on this contract or given the voucher as promised. I have also tried to send complains to MTN Bareng Mohlane and social media but in vain.
ACCOUNT : A1388073

I have try everything with this company I tried calling them, I tried email them absolute no response or feedback mom what what so ever trust me this is worst company in which you can have an issue with all they do is reply in SMS's. They say that the fraudulent account has been resolved but they are refusing to give me a letter confirming that. How am I supposed to take an SMS to the bank.

I received an account for end october - before I even use my points, minutes, data for an excessive amount. Mtn deducted unlawfully an amount of r2174 for september and now, even before I use my monthly allocations, mtn send me an account before I use the service. Mtn is corrupt.
26/08/2018 opening balance r2174.00

Please note that I will stop any further deductions from my bank account by mtn due to this fraudulent activity and now mtn can take me to court - then I will get an opportunity to expose what mtn is doing to innocent consumers I signed a contract with mtn and with a monthly limit of r1450-00.
Customer details
Name: miss michelle heidi frauendorf
Email: [protected]@unisa.ac. Za

Account no.: a0481072
Fax no.:
Contact no.: [protected]
Bank: absa united
Credit limit: 4620.00

I will now proceed to cancel my debit order and you will no longer have the honour of having m frauendorf as your client.

Mtn is corrupt - this is fraudulent and I will report mtn today.

I was at Festival Mall today and I decided to pay my contract account at MTN the lady in the door she was helpful she handed the number so we can wait for the consultant which they come available eventually. but they ignored us me and other gentleman until one of the Indian guy ask one guy whom we find there if he is waiting for someone the response was i have been waiting about 30min for my number to be called instead people they come and go, the Indian guy apologize and ask other ladies why are they're not attending to customers then we where called to the counter no apologies and I said to lady I want to pay my account and she asked how much I said I'm not sure can't you check for me the answer you need to be sure and I can't check for you, well I check my phone then she was busy on the call I had to wait 5min and when I was ready to pay she said we don't take cash which was my first time I had that most of MTN store they always take cash the attitude I didn't like it at all I feel this guys they need to be trained about customer service. If you which to get hold of me [protected]@gmail.com

We made payment on the 5/09/2018 - R1473.00

05.09.2018
My husband incorrectly used a different number as reference. - Yes I saw the error and immediately contacted you.
I also sent my POP and was assured they had attached it to our account - or whatever jargon was used.

13.09.2018
I called MTN on the 13th September and was assured we would not be cut off.
I sent my POP to Mondli Zulu whom I have CC'd in this mail to ensure we would not and that he too could escalate our case.

18.09.2018
After another cheeky email from MTN yesterday saying we were in arrears I called and was again assured my case has been escalated.

19.09.2018
Well, Its a new day and you've cut my phone off.

I call this morning and hear its on system and its been escalated.

20.09.2018
I'm still offline.

I'm not sure what that means since my case has been escalated for 6days now and still no attention drawn to a very simple error.
I am shocked at this pathetic level of service.
Can someone please get us connected in under two working days as this is not an error on my part.

Also, what compensation does a client receive for such inconvenience ESPECIALLY when it is on your side?

Good Morning,

I trust you are having a good morning thus far,

I walked in to your MTN store at Stoneridge in Edenvale.

The staff member opening the door did not even greet me or acknowledge my presence. Service starts with a friendly greeting and a smile. Trust me it costs you nothing.

Lets get the basics correct and then we can move onto the more complicated things, like understanding what your client is enquiring about:).

Have a lovely day further,

Pravin Pooran

I have been a MTN subscriber since 1994 (in the area where I live, it has the best coverage of all the cell phone companies, unfortunately). 07 August this year I applied for a ‘Fixed LTE package' and was informed by the sales assistant that the process shouldn't take more than 48 hours to be processed and finalized (ref#: MV12240860). Three days later a made a follow-up enquiry and was informed that either payslips or bank statements for three months was requested by MTN for further processing - I provided payslips of the previous three months. When the sales assistant was asked why the request from MTN, she couldn't give a clear and concise reason only that the reason MTN had provided had something to do with a clothing account from my wife, which ironically is paid up and hasn't been used for more than two years and, the best one, apparently my monthly income is too high! What a joke!
More than three weeks later and NOTHING! Only to receive MTN's infamous sms ‘your application has been declined since you don't meet our/the criteria'… WHAT BLOODY CRITERIA? I have a clean credit record with nothing outstanding and/or any defaults or judgements against my name! Got informed by the same sales assistant that despite the three month's payslips submitted with the previous application, a new application was to be submitted, but with bank statements specifically accompanying the application this time (ref#: MV12722928). This was done on 05 September, only to receive the same, infamous sms on 08 September. Going back to the MTN sales assistant today, 10 September, informing and showing her the sms, she confirms that according to their (MTN) system, my application is still being processed! Does anyone from MTN know what is going on in their company?!
To top things of, I received a call from MTN on 04 September about an upgrade on my existing contract - needless to say what my response was. The irony also is, that this person confirmed that my application (the first one) at that stage was showing on the system, with no action being taken on it other than being received and logged onto the system and that my application should've been a mere formality without any additional requirements. What is to be believed?
Phoning the MTN call centres are an absolute waste of time - seems people are on permanent tea- and lunch breaks, with the phones not being answered, or just being picked up and immediately put down again.

The issue is not with the MTN branch or the sales personnel there.