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JF
Justine F

1 reviews | Active since Mar 2013

04 Oct 2017, 17:30

APPALING SERVICE FROM ALICE VAN DER MERWE!

I am really horrified by the appaling service from the MTN's so called "complaints analyst" Alice van der Merwe: - For 18 months MTN **********ly debited my account. - I had to ask Alice multiple times for my statements to which she very rudely ignored these requests. Instead, she adamantly claimed that I had not been debited wrongly. - After arguing that if I was wrong then provide me with my statements, she EVENTUALLY supp**** them. STILL claiming that I was wrong. - After reviewing these statements for not even 2 minutes it was blatantly clear that I had been debited incorrectly. -I emailed Alice a VERY clear email highlighting it all out. - That was 3 weeks ago and since then since Alice van der Merwe stopped replying to my emails, despite numerous follow up emails.

I cannot believe that this is the type of service provided by the complaints analyst. Looking at the HelloPeter responses I am not the only one to have been flat out ignored by Alice van der Merwe. Please can someone provide me with the contact details of her supervisor so that this may be escalated. I have been trying to resolve this issue for more than 5 months now!!!!

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Replies (2)
JF
Justine F's update06 Oct 2017, 09:53
Reviewer Update
I was CREDITED on 9th May THEN debited again on the 16th May AND 16th June. I was NEVER credited these amounts. I was only credited for insurance in September, NOT the data! This is all on the statements YOU sent. How is this difficult to understand?
JF
Justine F's update06 Oct 2017, 11:03
Reviewer Update
THANK YOU FARZANAH KARRIEM for resolving this! After one simple phone call to Farzanah she could see on my statements that I had been incorrectly debited twice and not even an hour after my phone call to her she has credited my account AND escalated the terrible handling of my complaint. Alice, you should take the opportunity to learn from Farzanah. She is brilliant at her job. Where you were rude, she was polite. Where you were incapable, she was competent. Where you ignored my emails, she communicated. Thank you, Farzanah. What a relief that MTN does have good employees!