It took 10 days for my contract to be approved, although I am an existing customer with an impeccable credit record. And now, 6 days after approval, I am still waiting for my SIM to be activated.

On 26 March I applied for a handset on contract at the Hemingways B branch. The following week I was told that my application was pending because of a clash between the banking details I had given them, and the details on file. This matter took 10 days, 5 trips to the branch and an email from me to sort out. I collected my phone on 6 April. The instruction to activate the SIM was given then, and would apparently take 2 to 24 hrs. The next day I was told that it would take another 2 to 24 hours. But it was NOT activated by that time. I called the next day. The staff were apologetic, promising to speak to the “porting people to see if it’s network problem”. It is now 12 April. The SIM is still inactive. I have not heard from anyone. I'm livid.

The branch staff have been pleasant throughout. But I get the sense that their hands are tied. MTN Central seems to be an unassailable fortress. Apparently there is no telephoning them: branch staff can only email those processing applications.

I had an issue with MTN not calling for my direct debit in February, it was confirmed as their error when I spoke to them about it. They said, don't worry someone will contact you and advise when the payment will be taken. Well, February came and went, March came and went...not a word. April arrives, I am busy with shifting bank accounts around which has a hiccup of its own and MTN decide to call for 2 months DD at once. No warning! Of course the DD failed. I have tried to sort this out with MTN via their online email system on their website, all I get are notifications that they have received my email. To this day I am trying to sort this out but it appears that MTN don't understand communication. I am not in South Africa, I now live abroad and have been trying to not only sort out this payment but also find out how I can give my notice period on the account from abroad. Once again, no one can seem to answer an email or contact me. I have asked them to correspond via email as I don't use the line any longer, but it seems even that is beyond MTN's scope of possibility. Funny how an organisation which sells a communication service...CANNOT COMMUNICATE!!

Countless attempts to find someone at MTN who can actually resolve issues regarding my wife's upgrade to a Blackberry contract have proved fruitless to say the least.

Their website claims the following: 'MTN has a dedicated team of experts trained in handling personal and corporate use of BlackBerry' and '...no additional data usage costs through the BlackBerry APN...'. Rubbish. NOBODY at MTN seem to have any clue about their products and, as a service provider, they're seriously lacking the service or the 'providing' thereof.

So far we have wasted our time with consultants who, even after promising free email and placing a limit on outgoing calls at our request, we still received a bill of over R1000. Needless to say it may turn out cheaper to buy out of the contract and move elsewhere.

Simply disgusting and, as I'm due for an upgrade shortly, I'll definitely be looking to move to one of their competitors after 14 years as a loyal customer.

I would like to think I may get a response from this complaint but I seriously doubt anyone at MTN actually care as their customer service is simply appalling.

MTN prides themselves on making promises, and not keeping them. More so, your staff seems to be excellent in saying 'I DON'T KNOW'.

A month ago on complaining, I've was told JHB would receive stock of the HTC HD2 in the end of March. We're in our second week of April and MTN still has no response to stock availability of HTC HD2. By the bad attitude of utmost irritation that i received by the people that received my call (in CPT and JHB), I'll make the assumption that i'm not the only one that has taken it upon themselves to followup, something that should be MTN's responsibility, and get no answers or assistance.

Questions to be answered:
1. Has stock arrived in JHB (on phoning Central Warehouse they put you though to someone that has a connection failure tone)
2. By your operators not being able to answer question1, i assume no
3. When will stock arrive in JHB?
4. When will stock arrive in Cape Town?
5. I would like to receiving free airtime for the value extra that I paid for a phone I don't have.
6. When will I receive my phone?
7. Why is MTN still advertising a phone they know they can not provide?

I have done an upgrade and i am awaiting for my phone for 2 weeks now. Why do you offer contracts if you do not have stock. They advised that it will take a maximum of 5 working days. I have had no feedback unless i go in to see them and as usual there is no stock. It is really frustrating having to stand in a queue just to be told that there is no stock and they have no idea as to how long it will take. This is shoddy service especially for a co-orperate dealership.