NG
Nonhlanhla G
1 reviews | Active since Aug 2017
19 Nov 2017, 17:46
Bad Service
A fruadulent upgrade was done on one of my contracts beginning of the year which increased the monthly debit order from R99-00 yo R952-00. I visited the Mtn Store at Midlands Mall to query it and could not get assistance. Then I started phoning the call centre and was sent from pillar to post. Nobody knew which department was dealing with *****. Finally I was transferred to the right department who upon investigation confirmed it was a ********** upgrage. However the query was closed on 10/04/2017 and no refund was paid into my bank account. I kept on phoning the call centre doing the follow up. On 22 September I was advised that the money due to me was R1920-12 and a request for the money to be paid into my bank acvount was loaded. Up to today I am still phoning the call centre requesting a refund into my account. By the look of it Mtn does not care about customers, they keep on apologising however there is no action. Now the mkney due ro me has reduced to R1540-80, today when I checked statement it has gine down to R1400-00. Mtn does not care about what customers want. I even sent an email complaining about this to Aadil Khan who never bothered yo respond to it. Mtn service is disgusting. On another query I had with them whereby the cinsultant at Midlands Mall did not explain yo me that the special one my new contract was for 12 months, the amount that was due to me +-R1240-60 was never paid into my bank account. They just devided to used to pay my monthly debit order. Disgusting. I want mtn to pay the monies due to me back into my bank account immediately. I am tired of being told to wait for7 days. I WANT MY MONEY BACK.
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Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
20 Nov 2017, 23:02Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised we do not pick up any ***** done on the account.
Our debit order system do not reflect a debit order for R952.00 from your bank account. The debit orders we can picked up was for R800.50 x 2 for July and August 2017. invoices billing was not for R99.00 a month. The monthly subscription was for R380.50 on account A***, with your ID number you only have 1 account number.
The higher billing charges was for July. August and September invoices due to the 2GB and recurring on net 200 minutes charged to the account this service was only active free for 12 months.
The account was credited R909.99 on the 11-9-2017 for this charges.
The account balance on the 7-9-2017 was R800.50. This credit was used against the account balance for R800.50 that left the account balance in credit with R109.49 on the 11-9-2017
This credit was refunded back to you.
No debit requested in September month.
For the October debit only R30.50 was debited from the account.
For the November debit only R380. 50 will be debited.
We are waiting on the banking department to notify us if the credit for R1260 can be paid back to your bank account.
For further assistance please contact the corporate department from the device it will be 809.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply20 Nov 2017, 23:02
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised we do not pick up any ***** done on the account.
Our debit order system do not reflect a debit order for R952.00 from your bank account. The debit orders we can picked up was for R800.50 x 2 for July and August 2017. invoices billing was not for R99.00 a month. The monthly subscription was for R380.50 on account A***, with your ID number you only have 1 account number.
The higher billing charges was for July. August and September invoices due to the 2GB and recurring on net 200 minutes charged to the account this service was only active free for 12 months.
The account was credited R909.99 on the 11-9-2017 for this charges.
The account balance on the 7-9-2017 was R800.50. This credit was used against the account balance for R800.50 that left the account balance in credit with R109.49 on the 11-9-2017
This credit was refunded back to you.
No debit requested in September month.
For the October debit only R30.50 was debited from the account.
For the November debit only R380. 50 will be debited.
We are waiting on the banking department to notify us if the credit for R1260 can be paid back to your bank account.
For further assistance please contact the corporate department from the device it will be 809.
Kind Regards,
Alice van der Merwe
Best regards,
NG
Nonhlanhla G's updateReviewer Update
28 Nov 2017, 15:37Thank you for your response. A ********** upgrade was done by one of your staff members Sphelele Zuma (as advised by your staff) on ********** 3. ***** query ref ********** and was handled by Eliza. It was closed on 10 April 2017 without PAYING BACK THE MONEY into my bank account. I have been phoning almost every week/month. On 22 September 2017 I spoke to Sthe who advised that the amount due to me was R1912.00 and logged a request for the money to be paid back to me, ref no ********** 25 and he referred the billing department to notes on ref ********** 60 and the turn around time was 72 hours. No refund was done after 72 hours. On 26 September I spoke to Mbalenhle Ndaba who also advised that she was going to send a request to pay back my money. On 3 October 2017 I spoke to Berryl ref no ********** 926. On 4th October I spoke to Patience Skhosana, 9th October Thato and Smangele, 27 October Thulisile Dube ref ********** 96 who advised that the amount has since changed to R1 540-80 - no further explanation why. She advised that I must wait for 7 days for the money to be paid back into my bank account. Phoned again after 7 days, spoke to Wendy who also advised that I must wait for another 7 days ref ********** 71. On 8 November I spoke to Makhumo, same story to wait for another 7 days for a refund. Today I spoke to Nosipho who advised that billing department is waiting for the instruction from ***** department to pay back the money into my account, ref ********** 07. She advised that I must phone again this coming Thursday. As a client I really don't know what is happening here. If you look at all these ref numbers, some of them sent by sms, I have lost hope of ever getting my money back. As a client now I assume that Mtn does not care about its reputation even if its a ********** transaction. There is no turnaround time for dealing with customer queries. The client must do the follow up and you end up explaining the same story over and over gain.
The query you responded to was also not dealt according to my instructions as a client. Firstly I was never advised when I signed the new contract that the 2 G was going to expire after 12 months. That was negligent on the part on the consultant at Midlands Mall which has put me under a lot of stress financially. The manager at the store did not have empathy, he just told me that my money was used to pay for my monthly debit order. I never said that, from the beginning I told them I want my money back. I am very unhappy about the way they resolved this issue. The money that is in my bank account is budgeted for and MTN has no right to do as they please with my money. I think as a client I deserve to be respected and my wishes carried out.
NG
Nonhlanhla G's update28 Nov 2017, 15:37
Reviewer Update
Thank you for your response. A ********** upgrade was done by one of your staff members Sphelele Zuma (as advised by your staff) on ********** 3. ***** query ref ********** and was handled by Eliza. It was closed on 10 April 2017 without PAYING BACK THE MONEY into my bank account. I have been phoning almost every week/month. On 22 September 2017 I spoke to Sthe who advised that the amount due to me was R1912.00 and logged a request for the money to be paid back to me, ref no ********** 25 and he referred the billing department to notes on ref ********** 60 and the turn around time was 72 hours. No refund was done after 72 hours. On 26 September I spoke to Mbalenhle Ndaba who also advised that she was going to send a request to pay back my money. On 3 October 2017 I spoke to Berryl ref no ********** 926. On 4th October I spoke to Patience Skhosana, 9th October Thato and Smangele, 27 October Thulisile Dube ref ********** 96 who advised that the amount has since changed to R1 540-80 - no further explanation why. She advised that I must wait for 7 days for the money to be paid back into my bank account. Phoned again after 7 days, spoke to Wendy who also advised that I must wait for another 7 days ref ********** 71. On 8 November I spoke to Makhumo, same story to wait for another 7 days for a refund. Today I spoke to Nosipho who advised that billing department is waiting for the instruction from ***** department to pay back the money into my account, ref ********** 07. She advised that I must phone again this coming Thursday. As a client I really don't know what is happening here. If you look at all these ref numbers, some of them sent by sms, I have lost hope of ever getting my money back. As a client now I assume that Mtn does not care about its reputation even if its a ********** transaction. There is no turnaround time for dealing with customer queries. The client must do the follow up and you end up explaining the same story over and over gain.
The query you responded to was also not dealt according to my instructions as a client. Firstly I was never advised when I signed the new contract that the 2 G was going to expire after 12 months. That was negligent on the part on the consultant at Midlands Mall which has put me under a lot of stress financially. The manager at the store did not have empathy, he just told me that my money was used to pay for my monthly debit order. I never said that, from the beginning I told them I want my money back. I am very unhappy about the way they resolved this issue. The money that is in my bank account is budgeted for and MTN has no right to do as they please with my money. I think as a client I deserve to be respected and my wishes carried out.
NG
Nonhlanhla G's updateReviewer Update
28 Nov 2017, 15:37Thank you for your response. A ********** upgrade was done by one of your staff members Sphelele Zuma (as advised by your staff) on ********** 3. ***** query ref ********** and was handled by Eliza. It was closed on 10 April 2017 without PAYING BACK THE MONEY into my bank account. I have been phoning almost every week/month. On 22 September 2017 I spoke to Sthe who advised that the amount due to me was R1912.00 and logged a request for the money to be paid back to me, ref no ********** 25 and he referred the billing department to notes on ref ********** 60 and the turn around time was 72 hours. No refund was done after 72 hours. On 26 September I spoke to Mbalenhle Ndaba who also advised that she was going to send a request to pay back my money. On 3 October 2017 I spoke to Berryl ref no ********** 926. On 4th October I spoke to Patience Skhosana, 9th October Thato and Smangele, 27 October Thulisile Dube ref ********** 96 who advised that the amount has since changed to R1 540-80 - no further explanation why. She advised that I must wait for 7 days for the money to be paid back into my bank account. Phoned again after 7 days, spoke to Wendy who also advised that I must wait for another 7 days ref ********** 71. On 8 November I spoke to Makhumo, same story to wait for another 7 days for a refund. Today I spoke to Nosipho who advised that billing department is waiting for the instruction from ***** department to pay back the money into my account, ref ********** 07. She advised that I must phone again this coming Thursday. As a client I really don't know what is happening here. If you look at all these ref numbers, some of them sent by sms, I have lost hope of ever getting my money back. As a client now I assume that Mtn does not care about its reputation even if its a ********** transaction. There is no turnaround time for dealing with customer queries. The client must do the follow up and you end up explaining the same story over and over gain.
The query you responded to was also not dealt according to my instructions as a client. Firstly I was never advised when I signed the new contract that the 2 G was going to expire after 12 months. That was negligent on the part on the consultant at Midlands Mall which has put me under a lot of stress financially. The manager at the store did not have empathy, he just told me that my money was used to pay for my monthly debit order. I never said that, from the beginning I told them I want my money back. I am very unhappy about the way they resolved this issue. The money that is in my bank account is budgeted for and MTN has no right to do as they please with my money. I think as a client I deserve to be respected and my wishes carried out.
NG
Nonhlanhla G's update28 Nov 2017, 15:37
Reviewer Update
Thank you for your response. A ********** upgrade was done by one of your staff members Sphelele Zuma (as advised by your staff) on ********** 3. ***** query ref ********** and was handled by Eliza. It was closed on 10 April 2017 without PAYING BACK THE MONEY into my bank account. I have been phoning almost every week/month. On 22 September 2017 I spoke to Sthe who advised that the amount due to me was R1912.00 and logged a request for the money to be paid back to me, ref no ********** 25 and he referred the billing department to notes on ref ********** 60 and the turn around time was 72 hours. No refund was done after 72 hours. On 26 September I spoke to Mbalenhle Ndaba who also advised that she was going to send a request to pay back my money. On 3 October 2017 I spoke to Berryl ref no ********** 926. On 4th October I spoke to Patience Skhosana, 9th October Thato and Smangele, 27 October Thulisile Dube ref ********** 96 who advised that the amount has since changed to R1 540-80 - no further explanation why. She advised that I must wait for 7 days for the money to be paid back into my bank account. Phoned again after 7 days, spoke to Wendy who also advised that I must wait for another 7 days ref ********** 71. On 8 November I spoke to Makhumo, same story to wait for another 7 days for a refund. Today I spoke to Nosipho who advised that billing department is waiting for the instruction from ***** department to pay back the money into my account, ref ********** 07. She advised that I must phone again this coming Thursday. As a client I really don't know what is happening here. If you look at all these ref numbers, some of them sent by sms, I have lost hope of ever getting my money back. As a client now I assume that Mtn does not care about its reputation even if its a ********** transaction. There is no turnaround time for dealing with customer queries. The client must do the follow up and you end up explaining the same story over and over gain.
The query you responded to was also not dealt according to my instructions as a client. Firstly I was never advised when I signed the new contract that the 2 G was going to expire after 12 months. That was negligent on the part on the consultant at Midlands Mall which has put me under a lot of stress financially. The manager at the store did not have empathy, he just told me that my money was used to pay for my monthly debit order. I never said that, from the beginning I told them I want my money back. I am very unhappy about the way they resolved this issue. The money that is in my bank account is budgeted for and MTN has no right to do as they please with my money. I think as a client I deserve to be respected and my wishes carried out.