Customers on iTalk contracts are fuming following suspended connections and the run-around from call centres.
A barrage of complaints emerged this week from iTalk clients desperately trying to get their cellphone contracts reinstated.
iTalk was bought by MTN earlier this year and Africa's mobile giant admits several iTalk customers were victims of the migration process.
“MTN apologises for any inconvenience experienced by our customers. The problem was caused as a result of the process of migrating customer data from iTalk to MTN service provider,” the company explains in a statement.
While MTN did not indicate when customers were cut off, most of the complaints indicate the trouble started late last week.
Most customers say the iTalk call centre is no longer in operation and that their contract details are not registered with the MTN centres. In some cases, customers physically found an MTN outlet, and were turned away.
“The contact centre is uncontactable for the whole of Monday, 28 September. Furthermore, one cannot contact MTN service provider, who has taken over all iTalk accounts as of September. When calling into the MTN service centre, the automated system tells you to call iTalk who are unavailable,” wrote one customer on HelloPeter. The site lists several other complaints of a similar nature.
However, MTN says the iTalk customer situation has been resolved. “MTN is pleased to announce the connection problem experienced by former iTalk customers today has been resolved,” the company explained in a statement yesterday.
The statement said the integration into MTN's automated process led to the “erroneous suspension of many former iTalk lines”. MTN says when it picked up the problem, it dedicated extra resources to resolve the trouble.
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