CUSTOMER’S COMPLAINT ABOUT MTN’S INCOMPETENCE

Here is a customer’s complaint about MTN’s incompetence. You receive a call from someone telling you they sent Mobile Money to your number, instead of another number. They request that you send it back. You check your MM balance, and it shows no money received. An SMS from an MTN number (not MTN MobileMoney) comes through, saying you received sh1.8m. It is a conman).

You immediately report the fraudster to MTN Uganda via their WhatsApp customer helpline. About 30 min later, you receive a call from a different MTN number, same conman, asking whether you saw the money, and asking you to send it back. You tell them you did not see it.
They threaten to block your number. Immediately you end the call, you try making a call (outgoing) and you realize this idiot has blocked your line! How is this even possible! Is it an MTN Uganda inside job, because that was fast! You can still receive calls (incoming) but are unable to make any calls nor access MTN services.

You use a friend’s phone to call MTN customer care, and report the issue and they assure you, no one can block your number except MTN Uganda itself! . They share a code (#31#OK) which should help remove the barring setting in your phone. You ask who activated the call barring setting on your phone, but non can explain how it was activated. (suspicious, don’t you think?)

You don’t use the code, and choose to stop by the MTN Uganda service center in town to speak to a manager directly. You narrate the story right from the call you received, show them the fake SMS and all. They check their system, and say that some one reported YOUR number for fraud, but the MTN customer service person who logged it and blocked your number did not put any reasons or details, as internal protocols demands. (You reported fraud, and instead had your number blocked!!)

After wasting 2 hours waiting for the manager to reach IT, and find out which customer care agent received and logged the call reporting your number for fraud, you leave. The only thing she tells you is your number was reported and blocked, but no details were provided. (She also seems to be alarmed by this).

Your line is still unable to make any calls, you have tried the code and it does not work. And MTN Uganda is still unable to explain who blocked your number, why they blocked it, and how to unblock it! Talk about shitty customer service!! How do they compensate one for all this wasted time?? How hard can it be to resolve this? Also, who wants a useless MTN Uganda line??

Did I mention, one of the customer care agents says they do not have your National ID details in their DB! Apparently, she could not find your National ID!! But the manager you spoke to was able to see it, not to mention, you have updated those details more than 3 times in the last year!

MTN Uganda, you need to clean out your house…. again!!! Plus your customer service people are useless and not helpful in such situations! The boilerplate answers you give them during training do not apply to EVERY problem one encounters with your questionable service!!! Your service is a shame! So what next??