very bad service from MTN

<p>Dear Hello Peter</p> <p>I would like to report the bad experience I've received with MTN.</p> <p>I've been a customer of MTN for the past 10 years having multiple phones/contracts With MTN and currently two contracts with them. Although friends colleagues and competitors of MTN have advised me of better deals and better customer service I've always stayed loyal to MTN until this morning.</p> <p>My situation with MTN is regarding a late payment please be aware that most of my payments are made cash and on time at the MTN store in centaury city. These payments are either made on the 27th or the 28th of every month. Last month I've build a balance on the account which I was unaware of this time the payment was R600.00 more than my usual payment amount. I was advised that this was for airtime purchase which I confirmed could be possible as the amount of calls that are made with these contracts. When liaising with the customer advisor in the store I was told that the total amount did not need to be made at the time the balance would be carried over to the next month which is (September) I would of then cleared the balance owed on the account. Everything was sorted and fine. bare in mind I've never missed a payment I've always paid on time!</p> <p>last week Wednesday 14th September my services were suspended on both contracts. I called the 808 number as that’s the only number I could get through to and spoke to a gentleman that was so willing to assist me, at this time I've been very calm and passive the advisor told me that the reason as to why the accounts have been suspended was due to the out standing balance which I then told him I'm aware of it as this was discussed with the MTN store advisor and was told that the balance would be carried over.</p> <p>then gentleman apologised and told me that this has been handed over to the legal team which I was very confused as to why this has been passed on to a legal department. he advised that the contract has been over its 90 day period as the balance was not paid in time. So why was there no correspondence sent out or phone calls made to me? why was this not advised when I went into the store and told R600.00 was over due on the balance? I asked him what was the figure owed? He said R3000.5 Once again I'm very confused as to where this balance is coming from.. he advised that he arranged a call back from the legal team to call with in 2/24 hours to set up a payment plan and re-activate the account. I advised the agent that these contracts are used for business without phone orders being made I will have no source of income and that he please get them to call me ASAP.</p> <p>24 HOURS has passed I've become worried as a days business has been wasted. I've called on the Thursday late after noon and was advised that they will arrange for someone to contact me blah blah blah at this point I've become inpatient however I've tried to keep my calm and not get rowdy piper as I'm dealing with Human beings that goes home to families whom might have problems of their own...</p> <p>The Friday morning I've had no call back from the legal department this is now the 3rd day sitting at home with barely and new orders going out. I've decided that I would take matter in my own hands and call the legal department myself.. I call the 808 number again and asked for the legal department number I was given a contact number to this legal department that does not work( ********** ) I've called this number on 3 different occasions but no success. I've called the 808 number again and was given the contact number ( ********** ) this number does not work again.</p> <p>once during in this time of trying to get this sorted I've received no call from the legal department. I've called again and got a number that keeps hanging up ( ********** ) at this point I'm fed up with wasting so much time getting nothing done and dealing with so much people!</p> <p>however remained with a positive attitude trying liaise with these agents in a proper manner not causing any upset from either side. I've then got in touch with one of the agents again at this point I've decided to take down names as well as call reference as this is now probably the 7th time calling in I spoke to Porcha reference number ********** 01 who advise me that the bill needed to pay is R5000&odd now I'm really shocked. she advised me that this was due to airtime purchase and broke this down for me I'm still at this point confused with the amount however I'm unaware how this balance has accumulated. I told porcha once again no correspondence nor calls have been made or sent to me. If this is the accurate amount I will pay it I advised but not in one go. I advised porcha that payment of 3500.00 will be made to on the 28th of September please set up a payment plan and activate the accounts so that I can continue with my business so that I'm able to pay this. Porcha advise she’s unable to do this as the legal department can only activate the account and set up a payment plan. once again I was transferred to the legal department and I came through to a agent in the same department whom had to transfer me again to the legal department. As I was transferred to that department the line got cut off(I'm not surprised).</p> <p>I called again and got through to Caroline I advised her that days have passed and no call from the legal department nor was I able to get through to them myself. I've then opened a complaint who her manager (Mohammed)Assisted me with.</p> <p>Today is Monday 19th September. I've got in touch with very rude agent reference ********** 60. she has not gave me any help besides telling me that the account balance is now 9k??I firmly believe that this amount is inaccurate and that it should be investigated at this time I didn’t care about the amount I just needed the phones activated. She advised she can set up the payment plan but cant activate the account only the legal department can do that...wait???I thought you are the legal department!!! she told me she’s sorry and that this is the way of life and how things are I need to accept it. Please MTN listen into all the calls made by me and ask yourself if any form of anger or loud tone from myself has been used. she even told me that if I don’t accept the way things are done she will cut me of..really now? someone that has managed in a call centre you want to tell me you going to cut me off for seeking guidance as to how I can have a payment plan set up for the (accurate amount owed) and have my accounts activated.</p> <p>anyway its been 6 days with no activate accounts. No source of income from myself.</p> <p>Dear MTN I need you to look at it like this if I was not advised incorrectly do you think I would be in this situation right now for a customer of yours for 10 years having a bad experience that I'm complaining about for the first time.</p> <p>This tells me and most MTN users on this site that your service is very bad..</p> <p>My time can not be repaid nor do I ask you to repay me the airtime wasted to make these pointless calls to use.</p> <p>All I'm saying is get back to me ASAP with the correct balance on my account with activated lines and a due date at the end of the month for me to pay the correct amount that is owed to you that I'm so confused of and unaware of. I honestly don’t know where you're advisors come up with these figures but clearly they are not trained correctly to give over simple information.</p> <p>once again I have all names reference numbers etc. I've saved this attachment so that I'm able to repost this on social media if nothing comes out of this.</p> <p>I don’t mean to put out a attack n you but clearly the slip up is on your side.. so now I care about you as much as you cared about me.</p> <p>Please get back to me by tomorrow 20th September as I will not be waiting till the 28th September to have my lines activated and my payment plan set up.</p> <p>if I do not receive feedback I will be taking my interest else where and I will be posting this on social media for all 1,600followers that follows me to view.</p> <p>thank you for your time I look forward to hearing from you</p> <p>God bless.</p> <p> </p>