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Shailen M

1 reviews | Active since Dec 2015

09 Nov 2023, 10:44

Incorrect data allocation - No urgency to resolve dispute

I had a call with their agent to upgrade my MTN contract. When the new data was allocated it was not on what was agreed. I've asked for the call recording to review. This is highly inconvenient and as a customer, you should be going into the detail and actually assist.

I am so tired of getting terrible Feedback on behalf of my MTN contract. This seems so *****ulent, I am asking for someone senior to deal with my query. It is almost a month just to get the below automated email. How can you prove it was allocated correctly without reviewing the call?

Good day, Trust all is well, Thank you for the below email. Kindly be advised a dispute has been logged for the below query however the outcome of the dispute has deemed Invalid. Findings: The query is deemed invalid-The agent advised the correct data allocation. For further assistance customer can contact us on ***. Should the customer wish to listen in on the call recording we can have it sent to the nearest MTN store.

0
Replies (4)
Mondo
Mondo's reply09 Nov 2023, 11:33
Official
Hi  Shailen , 
  
Thank you for taking the time to write to us about your upgrade dispute  
 
We sincerely apologize for the level of service you have received. 
  
An investigation was logged and our quality team did listen to the sales call. Feedback was provided to you by our consultant.

Please visit your nearest MTN store to listen to the call recording. 
Your Case Number is: RCO444938.
 
Regards, 
The Mondo Team  
SM
Shailen M's update09 Nov 2023, 12:13
Reviewer Update
This feedback is invalid. A copy of the call recording can be sent to me , why must I go into a store ,you should also be giving me a breakdown of this call that was reviewed and send me your findings on email of when in the call I agreed to the package received. I'd like to take this to Icasa and legal because the package I received was not discussed - This current package is not going to help me with my work so why would i even choose it. this is highly inconvenient.
Mondo
Mondo's reply09 Nov 2023, 14:43
Official
Hi Shailen,

Mondo is trade partner with MTN and MTN is your service provider so they have ownership of the call recording. A consultant at the MTN store will be able to send the call recording to you.

Regards, 
The Mondo Team


SM
Shailen M's update09 Nov 2023, 22:17
Reviewer Update
Pathetic service from you. Instead of helping me, you pass it back to MTN, and MTN pushes it to you. The client is left hanging, you just responding to me for the sake of getting me off this platform

Find it strange that you cannot tell me what was discussed on the call recording or give me a breakdown of what package was discussed and agreed upon, you now want me to go to a store when I did not upgrade in a store! Your so called consultant did not give me proper feedback. I would not be complaining if I was just allocated the correct package from the get go.Poor customer service all around, very disappointing. Don't bother responding - I am going to take this further.