MTN Rwanda has apologized to a customer, Nsanga Sylvie, following her complaint about how she was treated while seeking services at one of the company’s service centres.
Nsanga, who frequently speaks out on issues related to human rights, gender and governance, raised the complaint in a post on X.
She said the incident started with a security officer and that she felt unwelcome from the moment she arrived at the service centre.
According to Nsanga, some staff members treated her as though she were an “idiot” or someone who had come to beg for assistance rather than a customer seeking a service.
She said the experience was upsetting and did not reflect the level of respect and courtesy she expected as a customer.
Nsanga also compared her experience with the way people are sometimes received at certain embassies, although she did not identify the embassies she was referring to.
MTN Rwanda responds
MTN Rwanda responded by expressing regret over the incident and asking Nsanga to provide her telephone number so that the company’s management could contact her and get a better understanding of what happened.
“We sincerely apologize for the challenges you experienced, and we understand that this was upsetting,” the company said.
MTN Rwanda also asked Nsanga to send a private message so that the matter could be followed up and a solution sought.
The incident has renewed discussion about customer service and the way clients are treated by service providers, particularly regarding respect, courtesy and professional conduct.
However, the allegations made by Nsanga are based on her personal account of the incident.
There is no indication that the conduct she described reflects the behaviour of MTN Rwanda employees generally.
Rwandatribune.rw
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