Dear MTN Rwanda,

The last 14 years I spent as a loyal customer of MTN Rwanda were characterized by good services, strong commitment and of great customer care from you. However, at the end of last year, I noticed that things started to crumble and I fear that this will continue if the country’s leading telecom doesn’t move fast enough to do something about it as soon as possible. 

MTN Rwanda recently introduced the blazingly faster LTE internet that lured me and my coworkers to be among the first to subscribe (and we don’t regret that), but unfortunately, we couldn’t enjoy the service.

This is because the firm’s representative who initially spoke to us made a mistake by telling us that we would recharge with the usual vouchers. We spent nearly Rwf150,000 on vouchers but nothing worked until we realised that all that we had to do was purchasing different vouchers, specifically for LTE at MTN Service Centre.

The representative who came to introduce us to LTE didn’t mention this to us. When we approached the service centre, the personnel there refused to exchange (for the LTE vouchers—and I understand them because there’s no way they should know who is who to blame) but instead told us that we should go and resell the vouchers to regain our money.

I understand that there, of course, are downtimes, especially for a technology that’s not ripe yet like LTE, but I also feel an obligation to express my anxiety and frustrations so that something like this won’t happen to other customers. 

Thank you in advance for considering this complaint, and I am sure it represents the challenges experienced by so many of your loyal customers.

Juliette Karitanyi