Exceptional service

Good day I upgraded my contract with MTN on the 1st February 2020. On the 16th of May 2020 I got a call from a lady from Rewardsco. She stated that she works for Rewardsco who works with different telecommunications company and she would like to offer me a migration package. She quoted me what I was paying and she could reduce my current contract with double the package I’m getting. I agreed on the migration because I was going to benefit both on the current package and save on my monthly bill. After concluding she promised me that Mtn will adjust my bill. The new amount would be effective from June 2020 I got the additional data, sms voice bundles in May 2020. At the end of June 2020, I got a bill far more then my original subscription, which was higher then my original what Rewardsco offered.

I have made several calls to Mtn and Rewardsco and also written emails to them. Mtn requested me to get the information from Rewardsco on the package the offered me. This is the information that Rewardsco said they were sending to Mtn.

What is strange is that Mtn changed my data, sms and voice package without me having informed them.

Rewardsco sent me the information which I sent to them.

They Mtn came back to me and said they want it on a company letterhead. Rewardsco rep**** and said they don’t have it on a letterhead. I was being sent from pillar to post.

I felt that this is a problem between Mtn and Rewardsco. This is their arraignment.

I was in the meantime being overcharged by Mtn because they didn’t want to accept responsibility for their internal processes.

After 5 months of struggling and going to the Consumer Council and ICASA I got a response.

I had also obtained a voice recording of this agreement from Rewardsco, which Mtn ignored after having asked for proof.

A lady by the name of Amanda Lubbe from Rewardsco called me. She listened to me without any interruptions. She undertook to get back to me.

After a few days Amanda called me back and, the first thing she did was to apologize for the delay in getting back to me. She explained that she had to follow certain processes, but managed to get the desired approval. She acknowledged that their was indeed a problem with what I was promised.

She managed to get me a refund on the difference from the time I migrated until the end of my contract.

This whilst Mtn are still playing cat and mouse.

I applaud Amanda in the way she had handled my query.

The company must take care and value people such as Amanda who are taking care of their business.

Maybe they should let her share her customer care experience with Mtn.

After over 20+ years of being a client of Mtn, they have failed me.

Heads up to Amanda Lubbe andcRewarsco

Gregory