Unsatisfactory Services

Hi, Regarding the below complaint that was sent to MTN and then it was forwarded to you, Ashleen informed me that this matter will be looked at and it will be fixed, she is not responding to my emails, please rectify the mistake that Summer Mobile has done by sending me a incorrect device, I`m paying for a device I never ordered, if you are not willing to resolve this matter internally then I will escalate it externally.

Incorrect device delivered Hi, I`ve been sending emails from the day(09/11/2018) received the incorrect devide but no one has attended to my query, you want to charge me for a phone I never ordered, when are you going to correct your mistake, you cant charge me for a incorrect device????

3 of about 85 Re: Incorrect device received- Rosemary Jacobs- ********** 210089 [# ********** 0] Inbox x

Customer Care via mtncloud.onmicrosoft.com Nov 9, 2018, 12:44 PM to me

ENQUIRY REFERENCE NUMBER ********** 0

Thank you for getting in touch with our Customer Care Team. The “enquiry reference number” above has been created to ensure ease when following up on your query.

*We typically respond within 4 business hours (Business hours: Monday to Friday 7am until 7pm

Weekends & Public Holidays 8am until 5pm)*

While you wait for a Consultant to contact you, you can download the My MTN app (Mobile & PC) OR checkout our Self

Service page HERE (MTN contract customers)

- You will be able to:

View bundle balances

Update your details

Manage your phone book

View your PUK number…and so much more

OR dial *136*0# for the MTN Help Menu (Prepaid)

Chat to you soon,

MTN Customer Care

----- rosemary jacobs Wrote ----- Good day,

I was approved for a Samsung A8, but the courier delivered a Samsung A6+, Can you please advise accordingly?

Rosemary Jacobs- identity Number: ********** 210089( ********** 859) “The information contained in this message is intended solely for the individual to whom it is specifically and originally addressed. This message and its contents may contain confidential or privileged information from MTN Group. If you are not the intended recipient, you are hereby notified that any disclosure or distribution, is strictly prohibited. If you receive this email in error, please notify MTN Group immediately and delete it. MTN Group does not accept any liability or responsibility if action is taken in reliance on the contents of this information . Note that all personal emails are not authorized by MTN Group. ”

Customer Care via mtncloud.onmicrosoft.com Nov 13, 2018, 5:59 PM (11 days ago) to me

Good day Sir / Mam

Thank you for emailing Customer Care.

Kindly be advised the request has been escalated to the relevant department for further assistance.

We thank you for patience, co-operation and continued support.

Kind Regards, Chanel Koopman Customer Services MTN SA

Reference Number: ********** 0

--Original Message-- From: ********** Date: 2018/11/09 12:42:13 PM To: ********** ********** ********** ********** Subject: Incorrect device received- Rosemary Jacobs- ********** 210089

Good day,

I was approved for a Samsung A8, but the courier delivered a Samsung A6+, Can you please advise accordingly?

Rosemary Jacobs- identity Number: ********** 210089( ********** 859) “The information contained in this message is intended solely for the individual to whom it is specifically and originally addressed. This message and its contents may contain confidential or privileged information from MTN Group. If you are not the intended recipient, you are hereby notified that any disclosure or distribution, is strictly prohibited. If you receive this email in error, please notify MTN Group immediately and delete it. MTN Group does not accept any liability or responsibility if action is taken in reliance on the contents of this information . Note that all personal emails are not authorized by MTN Group. ”

rosemary jacobs ********** Nov 17, 2018, 6:06 AM (7 days ago) to customercare

Good Day,

Regarding the reported matter,

No one has contacted me,

What is going to happen with this matter?

rosemary jacobs ********** Nov 21, 2018, 10:48 PM (3 days ago) to Caylin, Jeanelle, mtngrouppressoffice, customercare

FYI,

Please attend to my query that was reported to you on the 09/11/2018?

rosemary jacobs Attachments 9:51 PM (0 minutes ago) to customercare

Good Day,

Regarding the attached and the below emails,

You charge me for a incorrect device you provided me with, I`ve sent numerous emails in order for you to correct your mistake, but it looks like you are refusing to attend to this matter,

Please be advised that I will refer this matter to a external body

Rosemary Forwarded Conversation Subject: Re: Incorrect device received- Rosemary Jacobs- ********** 210089 [# ********** 0] ------------------------

From: Customer Care ********** Date: Fri, Nov 9, 2018 at 12:44 PM To: **********

ENQUIRY REFERENCE NUMBER ********** 0

Thank you for getting in touch with our Customer Care Team. The “enquiry reference number” above has been created to ensure ease when following up on your query.

*We typically respond within 4 business hours (Business hours: Monday to Friday 7am until 7pm

Weekends & Public Holidays 8am until 5pm)*

While you wait for a Consultant to contact you, you can download the My MTN app (Mobile & PC) OR checkout our Self

Service page HERE (MTN contract customers)

- You will be able to:

View bundle balances

Update your details

Manage your phone book

View your PUK number…and so much more

OR dial *136*0# for the MTN Help Menu (Prepaid)

Chat to you soon,

MTN Customer Care

----- rosemary jacobs Wrote ----- Good day,

I was approved for a Samsung A8, but the courier delivered a Samsung A6+, Can you please advise accordingly?

Rosemary Jacobs- identity Number: ********** 210089( ********** 859) “The information contained in this message is intended solely for the individual to whom it is specifically and originally addressed. This message and its contents may contain confidential or privileged information from MTN Group. If you are not the intended recipient, you are hereby notified that any disclosure or distribution, is strictly prohibited. If you receive this email in error, please notify MTN Group immediately and delete it. MTN Group does not accept any liability or responsibility if action is taken in reliance on the contents of this information . Note that all personal emails are not authorized by MTN Group. ”

---------- From: Customer Care ********** Date: Tue, Nov 13, 2018 at 5:59 PM To: **********

Good day Sir / Mam

Thank you for emailing Customer Care.

Kindly be advised the request has been escalated to the relevant department for further assistance.

We thank you for patience, co-operation and continued support.

Kind Regards, Chanel Koopman Customer Services MTN SA

Reference Number: ********** 0

--Original Message-- From: ********** Date: 2018/11/09 12:42:13 PM To: ********** ********** ********** ********** Subject: Incorrect device received- Rosemary Jacobs- ********** 210089

Good day,

I was approved for a Samsung A8, but the courier delivered a Samsung A6+, Can you please advise accordingly?

Rosemary Jacobs- identity Number: ********** 210089( ********** 859) “The information contained in this message is intended solely for the individual to whom it is specifically and originally addressed. This message and its contents may contain confidential or privileged information from MTN Group. If you are not the intended recipient, you are hereby notified that any disclosure or distribution, is strictly prohibited. If you receive this email in error, please notify MTN Group immediately and delete it. MTN Group does not accept any liability or responsibility if action is taken in reliance on the contents of this information . Note that all personal emails are not authorized by MTN Group. ”

---------- From: rosemary jacobs ********** Date: Sat, Nov 17, 2018 at 6:06 AM To: **********

Good Day,

Regarding the reported matter,

No one has contacted me,

What is going to happen with this matter?

Rosemary

Official private business reply Good day Rosemary Thank you for taking the time to raise your concerns with MTN.

I will be investigating this for you. I will keep you updated. Warm Regards Renall Chetty Complaints Management Team