SR
Shikara R
1 reviews | Active since May 2013
27 Jan 2016, 15:51
Agent logged issue on incorrect number!
I called MTN about 2 weeks ago regarding incorrect Data charges on my account. I am still within my contract period and was suddenly charged for a new service which I did not subscribe to. Agent Zamatolo Ganyaza logged my issue but with the incorrect cellphone number. How can she log the wrong number when it shows up on her system AND after I called out the number to her?? She then informs me that MTN does not always call back their customers and that I must phone to follow up. What type of service is this especially when its an error on MTN's billing side? I called again and the feedback was that there is no such charge, only to find out that the wrong number was logged with the issue. These are simple tasks which should not go wrong at your service centre. I would like a response immediately and the amount to be credited to my account.
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MTN South Africa's replyOfficial
28 Jan 2016, 11:00Hello Shikara90,
We are truly sorry for the inconvenience caused and for the breakdown in service.
We can confirm that the first request was logged in error with the incorrect cell-phone number.
This was then corrected and a new request was logged with the correct number by Ziyanda (call centre agent) and the reference number for the request logged is REQ:***. The charge was found to be valid as the purchase of the data bundle was done using our USSD service (*140*2#). See confirmation from our network systems:
TPROVISION ***9 PPMED:CAMPAIGN_TOOL_ NLSDPD 23 2 2015-12-17 18:32:30 2015-12-17 18:32:30 SNAP_DATA PPAdjust *** *** C HAPPHR ******4 0 488-1GB Promo (NWG)
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the inconvenience caused and for the breakdown in service.
We can confirm that the first request was logged in error with the incorrect cell-phone number.
This was then corrected and a new request was logged with the correct number by Ziyanda (call centre agent) and the reference number for the request logged is REQ:***. The charge was found to be valid as the purchase of the data bundle was done using our USSD service (*140*2#). See confirmation from our network systems:
TPROVISION ***9 PPMED:CAMPAIGN_TOOL_ NLSDPD 23 2 2015-12-17 18:32:30 2015-12-17 18:32:30 SNAP_DATA PPAdjust *** *** C HAPPHR ******4 0 488-1GB Promo (NWG)
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,
MTN South Africa's reply28 Jan 2016, 11:00
Official
Hello Shikara90,
We are truly sorry for the inconvenience caused and for the breakdown in service.
We can confirm that the first request was logged in error with the incorrect cell-phone number.
This was then corrected and a new request was logged with the correct number by Ziyanda (call centre agent) and the reference number for the request logged is REQ:***. The charge was found to be valid as the purchase of the data bundle was done using our USSD service (*140*2#). See confirmation from our network systems:
TPROVISION ***9 PPMED:CAMPAIGN_TOOL_ NLSDPD 23 2 2015-12-17 18:32:30 2015-12-17 18:32:30 SNAP_DATA PPAdjust *** *** C HAPPHR ******4 0 488-1GB Promo (NWG)
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the inconvenience caused and for the breakdown in service.
We can confirm that the first request was logged in error with the incorrect cell-phone number.
This was then corrected and a new request was logged with the correct number by Ziyanda (call centre agent) and the reference number for the request logged is REQ:***. The charge was found to be valid as the purchase of the data bundle was done using our USSD service (*140*2#). See confirmation from our network systems:
TPROVISION ***9 PPMED:CAMPAIGN_TOOL_ NLSDPD 23 2 2015-12-17 18:32:30 2015-12-17 18:32:30 SNAP_DATA PPAdjust *** *** C HAPPHR ******4 0 488-1GB Promo (NWG)
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,