ML
Melissa L
1 reviews | Active since Oct 2017
12 Oct 2017, 20:21
3 months to change debit order date - 3 requests to be contacted - 3 weeks without response
In July I requested to change my debit order date and was advised it would be done for September. In September the debit order did not go off so I contacted them and was told that they had already informed me that it would change from October. I wish I could attach the 15 mails later where the buck is constantly being passed and I am basically being told I am stupid. I clearly don't understand your billing cycles, hence my requests to be contacted. When I queried why I had received a statement saying I owe double the amount it was confirmed that I wouldn't be double debited and my payment would remain as normal. In October I was double debited and mailed them again asking why? I still attached the screen shot where I was told I would not be double debited. Til this day I have heard nothing and its exactly because of that that I have decided to also report them to ICASA and cancel this contract when it is finished.
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Replies (2)ML
Melissa L's updateReviewer Update
13 Oct 2017, 08:35Hi Alice,
Thank you for your response.
Let me start of by saying that I used to manage both a Call Centre and Correspondence department and I think that is why I am so frustrated with the level of service received.
Your e-mail is the exact example of the fact that I am logging a complaint of frustration and there is not even an apology for inconvenience caused or the fact that information was not given correctly.
If you had done your homework and followed the trail of mails you would note exactly what I am referring to. When I first requested this changed I was informed that it would be processed on 01.09.2017. In my mind, processed means go off. Here is the mail I refer to:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Wed, Aug 2, 2017 at 1:58 PM
Good day ,
We apologize for the delayed response.
Thank you for emailing Corp and SME.
kindly be advised the preferred debit date has been changed to the 1st of every month. Due to accepted collection cycles this change can only be processed on the 2017-09-01.
We look forward to being of service to you in the future.
Kind Regards,
Ntsikelelo Mbanga
Consumer Corp and SME
MTN SA
Yes - Thank you for reminding me that my account is up to date. I have never missed a payment and I contacted you to find out why the debit order never went off as advised in the mail above. The feedback was then:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Tue, Sep 5, 2017 at 1:34 PM
Good day ,
Thank you for emailing Consumer Corp and SME. We apologize for the delayed response.
Please be advised as communicated before, due to accepted collection cycles this change can only be processed on the 2017-09-01, therefore the debit order will be 2017-10-01.
We look forward to being of service to you in the future.
Kind Regards,
Mikail Barmania
And it is this type of arrogant e-mail that really makes my blood boil – Never once was it communicated to me that it was processed 2017-09-01 and would only go off on 2017-10-01. I mean, the previous mail failed to mention that. But here I am, being told I am dumb, when the evidence shows that the information was not complete.
So when I asked if I would be double debited I received the following response from Ntsikelelo Mbanga:
from: 809 ********** via mtncloud.onmicrosoft.com to: **********
date: Thu, Sep 14, 2017 at 12:01 PM
Good day ,
We apologize for the delayed response.
Thank you for emailing Corp and SME.
Kindly be advised the billing cycle is not closed yet for October 2017 the amount that will be deducted for September is R332.30 which is already sent through to your bank.
This amount never went off, and when I queried it I just stopped getting feedback. You will note that it is a month later and until I placed my frustration on Hello Peter, I received an e-mail. Not a call from someone like I have requested, just an e-mail saying basically that this is what happened and your account is fine.
I know that all of this is in vain, I mean, I have never had any pleasure when it comes to dealing with MTN, but perhaps if your company really cares about making a difference they would look at my feedback and do something about it. I’m not asking for money back or to cancel my contract (I am
aware of the CPA and the cancellation clauses with a fixed term contract – I will do this when it lapses next year.) I’m merely pointing out that there is a gap and it needs to be worked in so that other people do not have to go through this frustration. I changed my debit orders with Discovery, Outsurance and Virgin Active without any hassles.
I have already forwarded all this information ( all 15 e-mails) to ICASA to log an official complaint.
ML
Melissa L's update13 Oct 2017, 08:35
Reviewer Update
Hi Alice,
Thank you for your response.
Let me start of by saying that I used to manage both a Call Centre and Correspondence department and I think that is why I am so frustrated with the level of service received.
Your e-mail is the exact example of the fact that I am logging a complaint of frustration and there is not even an apology for inconvenience caused or the fact that information was not given correctly.
If you had done your homework and followed the trail of mails you would note exactly what I am referring to. When I first requested this changed I was informed that it would be processed on 01.09.2017. In my mind, processed means go off. Here is the mail I refer to:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Wed, Aug 2, 2017 at 1:58 PM
Good day ,
We apologize for the delayed response.
Thank you for emailing Corp and SME.
kindly be advised the preferred debit date has been changed to the 1st of every month. Due to accepted collection cycles this change can only be processed on the 2017-09-01.
We look forward to being of service to you in the future.
Kind Regards,
Ntsikelelo Mbanga
Consumer Corp and SME
MTN SA
Yes - Thank you for reminding me that my account is up to date. I have never missed a payment and I contacted you to find out why the debit order never went off as advised in the mail above. The feedback was then:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Tue, Sep 5, 2017 at 1:34 PM
Good day ,
Thank you for emailing Consumer Corp and SME. We apologize for the delayed response.
Please be advised as communicated before, due to accepted collection cycles this change can only be processed on the 2017-09-01, therefore the debit order will be 2017-10-01.
We look forward to being of service to you in the future.
Kind Regards,
Mikail Barmania
And it is this type of arrogant e-mail that really makes my blood boil – Never once was it communicated to me that it was processed 2017-09-01 and would only go off on 2017-10-01. I mean, the previous mail failed to mention that. But here I am, being told I am dumb, when the evidence shows that the information was not complete.
So when I asked if I would be double debited I received the following response from Ntsikelelo Mbanga:
from: 809 ********** via mtncloud.onmicrosoft.com to: **********
date: Thu, Sep 14, 2017 at 12:01 PM
Good day ,
We apologize for the delayed response.
Thank you for emailing Corp and SME.
Kindly be advised the billing cycle is not closed yet for October 2017 the amount that will be deducted for September is R332.30 which is already sent through to your bank.
This amount never went off, and when I queried it I just stopped getting feedback. You will note that it is a month later and until I placed my frustration on Hello Peter, I received an e-mail. Not a call from someone like I have requested, just an e-mail saying basically that this is what happened and your account is fine.
I know that all of this is in vain, I mean, I have never had any pleasure when it comes to dealing with MTN, but perhaps if your company really cares about making a difference they would look at my feedback and do something about it. I’m not asking for money back or to cancel my contract (I am
aware of the CPA and the cancellation clauses with a fixed term contract – I will do this when it lapses next year.) I’m merely pointing out that there is a gap and it needs to be worked in so that other people do not have to go through this frustration. I changed my debit orders with Discovery, Outsurance and Virgin Active without any hassles.
I have already forwarded all this information ( all 15 e-mails) to ICASA to log an official complaint.
ML
Melissa L's updateReviewer Update
13 Oct 2017, 08:38Hi Alice,
Thank you for your response. Let me start of by saying that I used to manage both a Call Centre and Correspondence department and I think that is why I am so frustrated with the level of service received.
Your e-mail is the exact example of the fact that I am logging a complaint of frustration and there is not even an apology for inconvenience caused or the fact that information was not given correctly. If you had done your homework and followed the trail of mails you would note exactly what I am referring to. When I first requested this changed I was informed that it would be processed on 01.09.2017. In my mind, processed means go off. Here is the mail I refer to:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Wed, Aug 2, 2017 at 1:58 PM
Good day , We apologize for the delayed response. Thank you for emailing Corp and SME. kindly be advised the preferred debit date has been changed to the 1st of every month. Due to accepted collection cycles this change can only be processed on the 2017-09-01.
We look forward to being of service to you in the future.
Kind Regards,
Ntsikelelo Mbanga
Yes - Thank you for reminding me that my account is up to date. I have never missed a payment and I contacted you to find out why the debit order never went off as advised in the mail above. The feedback was then:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Tue, Sep 5, 2017 at 1:34 PM
Good day , Thank you for emailing Consumer Corp and SME. We apologize for the delayed response.
Please be advised as communicated before, due to accepted collection cycles this change can only be processed on the 2017-09-01, therefore the debit order will be 2017-10-01.
We look forward to being of service to you in the future.
Kind Regards,
Mikail Barmania
And it is this type of arrogant e-mail that really makes my blood boil – Never once was it communicated to me that it was processed 2017-09-01 and would only go off on 2017-10-01. I mean, the previous mail failed to mention that. But here I am, being told I am dumb, when the evidence shows that the information was not complete. So when I asked if I would be double debited I received the following response :
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Thu, Sep 14, 2017 at 12:01 PM
Good day , We apologize for the delayed response. Thank you for emailing Corp and SME.
Kindly be advised the billing cycle is not closed yet for October 2017 the amount that will be deducted for September is R332.30 which is already sent through to your bank.
Ntsikelelo Mbanga
This amount never went off, and when I queried it I just stopped getting feedback. You will note that it is a month later and until I placed my frustration on Hello Peter, I received an e-mail. Not a call from someone like I have requested, just an e-mail saying basically that this is what happened and your account is fine.
I know that all of this is in vain, I mean, I have never had any pleasure when it comes to dealing with MTN, but perhaps if your company really cares about making a difference they would look at my feedback and do something about it. I’m not asking for money back or to cancel my contract (I am aware of the CPA and the cancellation clauses with a fixed term contract – I will do this when it lapses next year.) I’m merely pointing out that there is a gap and it needs to be worked in so that other people do not have to go through this frustration.
I changed my debit orders with Discovery, Outsurance and Virgin Active without any hassles.
I have already forwarded all this information ( all 15 e-mails) to ICASA to log an official complaint.
ML
Melissa L's update13 Oct 2017, 08:38
Reviewer Update
Hi Alice,
Thank you for your response. Let me start of by saying that I used to manage both a Call Centre and Correspondence department and I think that is why I am so frustrated with the level of service received.
Your e-mail is the exact example of the fact that I am logging a complaint of frustration and there is not even an apology for inconvenience caused or the fact that information was not given correctly. If you had done your homework and followed the trail of mails you would note exactly what I am referring to. When I first requested this changed I was informed that it would be processed on 01.09.2017. In my mind, processed means go off. Here is the mail I refer to:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Wed, Aug 2, 2017 at 1:58 PM
Good day , We apologize for the delayed response. Thank you for emailing Corp and SME. kindly be advised the preferred debit date has been changed to the 1st of every month. Due to accepted collection cycles this change can only be processed on the 2017-09-01.
We look forward to being of service to you in the future.
Kind Regards,
Ntsikelelo Mbanga
Yes - Thank you for reminding me that my account is up to date. I have never missed a payment and I contacted you to find out why the debit order never went off as advised in the mail above. The feedback was then:
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Tue, Sep 5, 2017 at 1:34 PM
Good day , Thank you for emailing Consumer Corp and SME. We apologize for the delayed response.
Please be advised as communicated before, due to accepted collection cycles this change can only be processed on the 2017-09-01, therefore the debit order will be 2017-10-01.
We look forward to being of service to you in the future.
Kind Regards,
Mikail Barmania
And it is this type of arrogant e-mail that really makes my blood boil – Never once was it communicated to me that it was processed 2017-09-01 and would only go off on 2017-10-01. I mean, the previous mail failed to mention that. But here I am, being told I am dumb, when the evidence shows that the information was not complete. So when I asked if I would be double debited I received the following response :
from: 809 ********** via mtncloud.onmicrosoft.com
to: **********
date: Thu, Sep 14, 2017 at 12:01 PM
Good day , We apologize for the delayed response. Thank you for emailing Corp and SME.
Kindly be advised the billing cycle is not closed yet for October 2017 the amount that will be deducted for September is R332.30 which is already sent through to your bank.
Ntsikelelo Mbanga
This amount never went off, and when I queried it I just stopped getting feedback. You will note that it is a month later and until I placed my frustration on Hello Peter, I received an e-mail. Not a call from someone like I have requested, just an e-mail saying basically that this is what happened and your account is fine.
I know that all of this is in vain, I mean, I have never had any pleasure when it comes to dealing with MTN, but perhaps if your company really cares about making a difference they would look at my feedback and do something about it. I’m not asking for money back or to cancel my contract (I am aware of the CPA and the cancellation clauses with a fixed term contract – I will do this when it lapses next year.) I’m merely pointing out that there is a gap and it needs to be worked in so that other people do not have to go through this frustration.
I changed my debit orders with Discovery, Outsurance and Virgin Active without any hassles.
I have already forwarded all this information ( all 15 e-mails) to ICASA to log an official complaint.