Disgraceful Service, Broken Promises, and Complete Customer Disregard – MTN Mall of Africa (Store No: 1225)

This complaint is directed at MTN management and Head Office due to the appalling and unacceptable service I have received from the MTN store at Mall of Africa (Store No: 1225).

I visited this store to apply for a cellphone contract and was informed that the device I wanted was out of stock. I was confidently advised that stock would arrive on Tuesday, 13 January, and that I would be contacted. That did not happen. I received no call, no message, and no update whatsoever.

I had to chase the store myself, only to be told that the stock still had not arrived. I was then promised a call back from the store manager. The store manager attempted to contact me on 15 January, which I missed. I returned the call within two minutes and was assured I would receive a call back within 15 minutes. That promise was ignored. After waiting over two hours, I called again and was told the store manager was still unavailable. Today is 16 January, and despite calling the store repeatedly, my calls are now being completely ignored.

This behaviour is unacceptable, unprofessional, and shows a blatant lack of respect for customers. There is no accountability, no communication, and no concern for customer experience. MTN expects customers to commit to long-term contracts, yet this store cannot manage basic follow-ups or return a phone call. This is not poor service - this is complete customer neglect. I am extremely dissatisfied and demand the following: • Immediate contact from a senior MTN representative • A clear and honest update regarding device availability • Accountability for the repeated failures and broken promises at this store If MTN does not address this matter urgently, I will take my business elsewhere and ensure others are aware of the unacceptable treatment customers receive at this branch.

MTN already has my contact details on record. For identification purposes, one of my existing MTN contract numbers starts with 083 and ends with 2058. Please note that I requested call-backs on a different contact number, which MTN already has on record, and I expect to be contacted via the most recent number provided.