MTN: Thirty-nine simple steps to cancel your subscription
This cartoon was inspired by my experience with the MTN call
centre yesterday. I got a text advising that my callertunez service would
expire in a couple of days. I called the centre to complain that I thought it
was dishonest of them to make it difficult for me to stop the service which I did
not subscribe to in the first instance and for which they would have been
deducting money dishonestly from my account.
The agent ignored my complaint about being fleeced for the service
I didn’t ask for. Instead, he concentrated on apologizing, albeit insincerely, for
the long process I was made to go through to unsubscribe and he promised to
bring it to the attention of his boss. And to appear that he was being helpful,
he advised: “Try texting NO to 4100 and I think that should stop the service,
sir.” I was livid, and I asked why the first MTN text on the subject did not
simply say that, instead of introducing so many unnecessary steps to follow. Was
their intention to confuse customers and force them to abandon the process?
His reply was a no-brainer, which he must have been tutored to
repeat to callers, “Sorry, sir! Like I said, I will bring it to the attention
of my boss! Can I help you with anything else, sir?” Even when I warned him I will also bring their
despicable act and our conversation to the attention of the public, he simply
repeated the same no-brainer, ’Sorry, sir!.. Like I said, I……….”
