Mtn Conversion
 SUPPLIER |
Mtn |
 INDUSTRY |
Telecommunications |
| BRANCH / AREA | Johannesburg | COUNTRY | South Africa |
| TIME / DATE | 19:27 Tue 24 Jan | PERSON RESPONSIBLE | KeyWest Branch Staff/... |
| CUSTOMER | GJLOMBAARD | View all reports by user |
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Tue 24 Jan | ||
| HEADLINE | Contracted (signed copy) for other package.MTN lag |
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On 26 Dec 2011 I opened a contract with MTN at Plettenberg bay. I stay in Krugersdorp. The contract is signed up for was a Top Up 200. MTN listed the contract as a Anytime 200. Being the fact that MTN no longer has an account limit (cap). The Anytime does not meet my needs as per the original (signed) contract. This complaint was taken up with the Key West branch but I was instructed to consult the Plettenberg Bay branch. This does not make sence since it is a national company thus should have the convenience to sort out problems at the nearest branch. Furthermore I contacted the support centre (808) and spoke to a Bonolo (call centre) , and the next day to Regina (supervisor). I forwarded a signed copy of my contract to both of them. Both gave me feedback times and not one of them managed to meet the feedback time, resulting in me phoning again to get a status update on the matter. I would like to have my contract updated to the correct package, as signed for in my contract asap. Thank You |
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| SUPPLIER'S RESPONSE | Mtn | Time and Date | 17:11:04 | Thu 26 Jan 12 |
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Hello GJLOMBAARD, Thank you for bringing this to our attention. We appreciate that you have made us aware of the issues that you have been faced with regarding the package that was requested. I apologize for any inconveniences caused as a result of this. We understand the frustration that you endured in your attempt to have the issue resolved. I appreciate that you have taken the time to accept my call. As discussed, the line has been successfully moved over to top on the 25th January 2012. As per the package you will be billed R299 for the Anytime 200 package which includes 150MB data bundle for a period of 12 months. As advised, the 150 MB data bundle will remain on the account after 12 months, however, this will be billed. You may decide on whether you would like to keep the bundle or deactivate this after 12 months have lapsed. A billing investigation will be conducted to ensure that you do not incur any unnecessary costs as a result of the incorrect package loaded. Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you. Regards Somayya MTN Service Provider REQ:154482 |
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| CUSTOMER'S FEEDBACK | GJLOMBAARD | Time and Date | 21:18:50 | Mon 6 Feb 12 |
| Quite Impressed: Well done to MTN for fast responce and rectification of the error. When comparing mtn to another service provided with whom i had an issue, mtn was far better with customer service. Compensation was also given for the error. Compitent personel with detailed answers and feedback. Thank you | |||
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