KS
Kelebogile S
1 reviews | Active since Apr 2019
10 Apr 2019, 09:01
contract upgraded without my agreement/knowledge
Am writing this with dissatisfaction that i got from MTN Direct. I am due for upgrade . But to my surprise my contract has been upgraded without my knowledge. Unfortunately i do not agree to the contract. On the 28 or 29 March 2019 i got call from MTN Direct, apparently i was called by their third party which is summer mobile. The gentleman who called explained that the call is just to give explanation that since am due for upgrade and i have finished paying for the handset it means i will only be paying for the airtime up until i have the handset of the choice. But to my surprise my contract is being upgrades. On the 02nd April 2019 i called MTN Direct, and they stated that the upgrade was done by SummerMobile. But MTN direct doesn't want to take accountability of their third party because i request to speak to the supervisor in-charge and was told that the supervisor wont be able to assist since the upgrade was not done by then. Which am told to call Summer Mobile and i called the very same day. What surprise me is am told it will take 5 to 7 working days but they upgraded my contract without my knowledge they didnt take 5 to 7 working days. Every day am making a follow regarding my request but i don't get clarity. And its so inconveniencing . Am paying for the services that am not happy about. Even now my query has not been resolved. I received an sms from MTN on Saturday(06 April) that am due for upgrade and i can upgrade via online or go to the nearest store. I went to the MTN store on the 08th April 2019 to my surprise nothing has changed. I request that MTN or summer mobile cancel the contract they upgraded without my knowledge so that i can take the handset of my choice since am due for upgrade.
Helpful (0)
Replies (13)0
Replies (13)
Digicall's replyOfficial
10 Apr 2019, 09:08Good Day
Thank you for your message alerting us to the problem you have been having with your Summer Mobile MTN package.
Kindly provide us with your id or MTN account number in order for us to assist once received one of our agents will be in contact with you shortly.
Regards,
Customer Service @ Summer Mobile
***
Thank you for your message alerting us to the problem you have been having with your Summer Mobile MTN package.
Kindly provide us with your id or MTN account number in order for us to assist once received one of our agents will be in contact with you shortly.
Regards,
Customer Service @ Summer Mobile
***
Digicall's reply10 Apr 2019, 09:08
Official
Good Day
Thank you for your message alerting us to the problem you have been having with your Summer Mobile MTN package.
Kindly provide us with your id or MTN account number in order for us to assist once received one of our agents will be in contact with you shortly.
Regards,
Customer Service @ Summer Mobile
***
Thank you for your message alerting us to the problem you have been having with your Summer Mobile MTN package.
Kindly provide us with your id or MTN account number in order for us to assist once received one of our agents will be in contact with you shortly.
Regards,
Customer Service @ Summer Mobile
***
KS
Kelebogile S's updateReviewer Update
11 Apr 2019, 08:52I am still waiting for the response. Even now communication hasn't been done. When i call that's when you be told that the matter is been escalated and its an everyday response. Really this is a such inconvenience. Will i get assistance or am just wasting my time. MTN and summermobile should resolve the matter.
KS
Kelebogile S's update11 Apr 2019, 08:52
Reviewer Update
I am still waiting for the response. Even now communication hasn't been done. When i call that's when you be told that the matter is been escalated and its an everyday response. Really this is a such inconvenience. Will i get assistance or am just wasting my time. MTN and summermobile should resolve the matter.
Digicall's replyOfficial
11 Apr 2019, 09:27Good Day,
We would like to apologise for any inconvenience caused due to the MTN process that is being followed regarding the request for cancellation. Our aim is to resolve your enquiry and to keep you informed daily until the request has been processed by MTN.
Regards,
Customer Service @ Summer Mobile
***
We would like to apologise for any inconvenience caused due to the MTN process that is being followed regarding the request for cancellation. Our aim is to resolve your enquiry and to keep you informed daily until the request has been processed by MTN.
Regards,
Customer Service @ Summer Mobile
***
Digicall's reply11 Apr 2019, 09:27
Official
Good Day,
We would like to apologise for any inconvenience caused due to the MTN process that is being followed regarding the request for cancellation. Our aim is to resolve your enquiry and to keep you informed daily until the request has been processed by MTN.
Regards,
Customer Service @ Summer Mobile
***
We would like to apologise for any inconvenience caused due to the MTN process that is being followed regarding the request for cancellation. Our aim is to resolve your enquiry and to keep you informed daily until the request has been processed by MTN.
Regards,
Customer Service @ Summer Mobile
***
KS
Kelebogile S's updateReviewer Update
11 Apr 2019, 09:58This issue i believe it came to your(Summermobile and MTN) attention since the 02nd April 2019.Even now no positive response. I do not want to find myself in a situation where i will be told that contracts can be cancelled within 7 or 10 days after it was renewed while the delay was on you side. All i need is the contract to be canceled and for me to go to the store and choose the handset of my choice as i according to knowledge that am due for an upgrade and select the package of my choice.
KS
Kelebogile S's update11 Apr 2019, 09:58
Reviewer Update
This issue i believe it came to your(Summermobile and MTN) attention since the 02nd April 2019.Even now no positive response. I do not want to find myself in a situation where i will be told that contracts can be cancelled within 7 or 10 days after it was renewed while the delay was on you side. All i need is the contract to be canceled and for me to go to the store and choose the handset of my choice as i according to knowledge that am due for an upgrade and select the package of my choice.
Digicall's replyOfficial
11 Apr 2019, 11:17Good Day, Our sincerest humble apologies for the delay in your request being processed by your service provider. Please be advised that the request will be processed. The turnaround time has expired as explained to you we are dependent on MTN to process the request we have logged on your behalf. Regards,Customer Service @ Summer Mobile***
Digicall's reply11 Apr 2019, 11:17
Official
Good Day, Our sincerest humble apologies for the delay in your request being processed by your service provider. Please be advised that the request will be processed. The turnaround time has expired as explained to you we are dependent on MTN to process the request we have logged on your behalf. Regards,Customer Service @ Summer Mobile***
KS
Kelebogile S's updateReviewer Update
11 Apr 2019, 12:07Since the turnaround has expired and i believe i should be given a time frame on when the query will be resolved.Because this issue is really long over due. I also believe that Summer mobile as a dependent to MTN like its stated, it shouldn't be an inconvenience to us as myself did not know that MTN has third party.. I, myself knows that i have a contract a with MTN not with their third parties.
KS
Kelebogile S's update11 Apr 2019, 12:07
Reviewer Update
Since the turnaround has expired and i believe i should be given a time frame on when the query will be resolved.Because this issue is really long over due. I also believe that Summer mobile as a dependent to MTN like its stated, it shouldn't be an inconvenience to us as myself did not know that MTN has third party.. I, myself knows that i have a contract a with MTN not with their third parties.
Digicall's replyOfficial
11 Apr 2019, 12:44Good Day Ms Seobi, To reiterate on the sincerity of our apology for any inconvenienced caused with regards to your request for cancellation that is not yet processed. As previously mentioned this will be processed by MTN we have made out partner aware of the importance of the matter at hand and are eagerly awaiting on their response. Regards, Customer Service @ Summer Mobile ***
Digicall's reply11 Apr 2019, 12:44
Official
Good Day Ms Seobi, To reiterate on the sincerity of our apology for any inconvenienced caused with regards to your request for cancellation that is not yet processed. As previously mentioned this will be processed by MTN we have made out partner aware of the importance of the matter at hand and are eagerly awaiting on their response. Regards, Customer Service @ Summer Mobile ***
KS
Kelebogile S's updateReviewer Update
15 Apr 2019, 08:11I have not got the response since 11th April 2019. Its been 2 weeks that the issue not resolved.
KS
Kelebogile S's update15 Apr 2019, 08:11
Reviewer Update
I have not got the response since 11th April 2019. Its been 2 weeks that the issue not resolved.
KS
Kelebogile S's updateReviewer Update
15 Apr 2019, 10:12Please note i do not have a phone and its so much inconveniencing. I am being taken form pillar to post without any way forward. Been told the matter is being escalated to the Managers but still response. How long does it take for my query to resolved. Am tired of making follow ups every day and being told that the matter is being escalated. 2 weeks, 1 response, no way forward. But when they did the upgrade, which i didn't agree to it didn't take 2 weeks. Today (15th April) the debit order went through for what if i may ask. For which services? For what package? This is really an unfair treatment.
KS
Kelebogile S's update15 Apr 2019, 10:12
Reviewer Update
Please note i do not have a phone and its so much inconveniencing. I am being taken form pillar to post without any way forward. Been told the matter is being escalated to the Managers but still response. How long does it take for my query to resolved. Am tired of making follow ups every day and being told that the matter is being escalated. 2 weeks, 1 response, no way forward. But when they did the upgrade, which i didn't agree to it didn't take 2 weeks. Today (15th April) the debit order went through for what if i may ask. For which services? For what package? This is really an unfair treatment.
Digicall's replyOfficial
16 Apr 2019, 10:30Day Ms Seobi, We are really truly sorry that you have been affected by our internal & external process. We apologise for the inconvenienced caused with regards to your request for cancellation that is not yet processed. The request for cancellation will be processed by MTN and we have made out MTN aware of the importance of the matter at hand and are eagerly awaiting on their response. Regards, Customer Service @ Summer Mobile ***
Digicall's reply16 Apr 2019, 10:30
Official
Day Ms Seobi, We are really truly sorry that you have been affected by our internal & external process. We apologise for the inconvenienced caused with regards to your request for cancellation that is not yet processed. The request for cancellation will be processed by MTN and we have made out MTN aware of the importance of the matter at hand and are eagerly awaiting on their response. Regards, Customer Service @ Summer Mobile ***
KS
Kelebogile S's updateReviewer Update
16 Apr 2019, 10:51My only question is when will it be cancelled, i have been taken from pillar to post. Its been two weeks now. Everyday i get 1 response that the cancellation will be processed. Really this is an inconvenience
KS
Kelebogile S's update16 Apr 2019, 10:51
Reviewer Update
My only question is when will it be cancelled, i have been taken from pillar to post. Its been two weeks now. Everyday i get 1 response that the cancellation will be processed. Really this is an inconvenience
Digicall's replyOfficial
16 Apr 2019, 11:12Good Day Ms Seobi, As you've been informed telephonically we are unable to confirm on a turnaround time for the request to be finalized by MTN with which the request is pending with. We have emphasised on the importance of the request we have logged on your behalf and we are eagerly awaiting on MTN's feedback to confirm that the request has been processed. Again we are really truly sorry for the inconvenienced this has caused. Regards, Customer Service @ Summer Mobile ***
Digicall's reply16 Apr 2019, 11:12
Official
Good Day Ms Seobi, As you've been informed telephonically we are unable to confirm on a turnaround time for the request to be finalized by MTN with which the request is pending with. We have emphasised on the importance of the request we have logged on your behalf and we are eagerly awaiting on MTN's feedback to confirm that the request has been processed. Again we are really truly sorry for the inconvenienced this has caused. Regards, Customer Service @ Summer Mobile ***
KS
Kelebogile S's updateReviewer Update
24 Apr 2019, 08:38Finally my issue has been resolved. Now i have my new phone and package of my choice
KS
Kelebogile S's update24 Apr 2019, 08:38
Reviewer Update
Finally my issue has been resolved. Now i have my new phone and package of my choice