CS
Carol S
1 reviews | Active since Jan 2018
19 Jan 2018, 23:06
Bad service
On the 2nd of January 2018 I went to the MTN store in Temba Jubilee Mall and was assisted by Sophy, during the application for the Sony L1 she did explain that we will get a R110 monthly airtime plus 30MB of data for the next 30 days as it was advertised on the catalogue, I was fine with it. I asked her what will happen if the monthly airtime gets finished then she said she will set the billing to R0. 00 she even printed the screen document for me to sign and I told her that paper was unclear but turned the screen for me to see. I warned Sophy about my previous experience with them she just laughed at me. In less than a week my brother called me as I was buying the phone for him and informed me that he can't load airtime send sms or even a call back he only receives calls on that phone, I got upset as he is in Resturnburg and am in Vaal I was helpless as I had to wait for the week to pass and drive all the way from Vaal to Hammanskraal for something that I warned Sophy about not to happen. I just want to understand if this is how MTN Jubilee mall treat customers? and further more I need to understand where does the R35. 00 airtime that my brother told me about comes from because I signed for the R110 monthly contract. On the 15th I went to same MTN and Sophy asked me wats with the long face I told her it's because her after I asked her so nicely not to **** up. She called one of the people to help if I heard well she said the name of Desmond and handed the phone to me so he can do security checks with me the Desmond guy asked me when is the airtime loaded on the phone I told him I don't know as am only paying the account my brother should know that he further asked when is my pay day and which bank am using and type of account I answered that and he further asked me my work telephone number I told him I don't know it by head then I must hand over the phone back to Sophy after their conversation Sophy told me that he said I failed the security test how the hell on earth can someone fail a security check when I have confirmed my Identity. I am really disappointed for the experience am facing and now my brother is being receiving MTN messages that the query was excallated on the same day of the 15.01.2018 buy to my surprise the second message says: this is a friendly reminder that you have exceeded your monthly limit of R397. 00 and your account has been suspended for outgoing calls what is the meaning of all that as we agreed to R110. Until today nothing has been done I guess I was being bribed by Sophy to five me the Ref No:1- ********** 3514 that no one to bother to make a follow up. I am done with anything that connects me with MTN I just can't even wait for my sister's contract to be due, I will bring back the phone and everything when my brother comes back as we are far apart from each other and am telling you now that you stay away from my account for the recent stupid contract that was made on the 2nd of January 2018. Thank you.
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Replies (5)
MTN South Africa's replyOfficial
20 Jan 2018, 13:02Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
MTN South Africa's reply20 Jan 2018, 13:02
Official
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
CS
Carol S's updateReviewer Update
22 Jan 2018, 20:06Hi, there so how the hell am I supposed to contact your department if the message was sent to my brothers numbers of which I have attached my contact to be contacted, you are making the matter more difficult for me am using a different network from MTN and yet you giving me 48 hours to call you people. You have not answered my question Who is going to pay the R397 that was sent on the number my query relates to. I understand I laid my complain on Friday but today it's Monday already or the regional manager was in the meeting for the whole day until now? What happened to urgency? Time is running or somebody is dragging their feet so it can approach month end and the money can be deducted for that Demo phone Sophy gave it to me? PLEASE NOTE SHOULD THIS DRAG UNTIL MONTH END NO ONE WILL DEBIT ANY AMOUNT FROM MY ACCOUNT.
CS
Carol S's update22 Jan 2018, 20:06
Reviewer Update
Hi, there so how the hell am I supposed to contact your department if the message was sent to my brothers numbers of which I have attached my contact to be contacted, you are making the matter more difficult for me am using a different network from MTN and yet you giving me 48 hours to call you people. You have not answered my question Who is going to pay the R397 that was sent on the number my query relates to. I understand I laid my complain on Friday but today it's Monday already or the regional manager was in the meeting for the whole day until now? What happened to urgency? Time is running or somebody is dragging their feet so it can approach month end and the money can be deducted for that Demo phone Sophy gave it to me? PLEASE NOTE SHOULD THIS DRAG UNTIL MONTH END NO ONE WILL DEBIT ANY AMOUNT FROM MY ACCOUNT.
CS
Carol S's updateReviewer Update
25 Jan 2018, 18:10Job well done, my brother just called me to show that the phone is active. Now there is a question that you people are failing to answer me, where does the R397 come from and how did it accumulate because wen I went to the shop already a notification was send that the old contract was due for upgrade of which I don't think the previous airtime including the R35 airtime that I was not explained about on the first day can add up to R397. HOW DID IT ACCUMULATE
CS
Carol S's update25 Jan 2018, 18:10
Reviewer Update
Job well done, my brother just called me to show that the phone is active. Now there is a question that you people are failing to answer me, where does the R397 come from and how did it accumulate because wen I went to the shop already a notification was send that the old contract was due for upgrade of which I don't think the previous airtime including the R35 airtime that I was not explained about on the first day can add up to R397. HOW DID IT ACCUMULATE
CS
Carol S's updateReviewer Update
28 Jan 2018, 20:52I am still waiting for the responseasu was contacted by one of your consultants who said his name was Jeff and asked for the Ref No:1- ********** 35514 and I gave it to him but he failed to give me the ref for his call or is this one of the way of tricking me again? STILL IN QUESTION, WHO IS RELIABLE FOR PAYING R397 HOW DID IT ACCUMULATE BECAUSE MY BROTHER WAS UNABLE TO MAKE CALLS BUT HAD A PHONE IN HIS POCKET. I NEED ANSWERS TIME IS RUNNING
CS
Carol S's update28 Jan 2018, 20:52
Reviewer Update
I am still waiting for the responseasu was contacted by one of your consultants who said his name was Jeff and asked for the Ref No:1- ********** 35514 and I gave it to him but he failed to give me the ref for his call or is this one of the way of tricking me again? STILL IN QUESTION, WHO IS RELIABLE FOR PAYING R397 HOW DID IT ACCUMULATE BECAUSE MY BROTHER WAS UNABLE TO MAKE CALLS BUT HAD A PHONE IN HIS POCKET. I NEED ANSWERS TIME IS RUNNING
CS
Carol S's updateReviewer Update
30 Jan 2018, 11:29What is going on here is there anyone willing to deal with my query or MTN Jubilee mall in Hammanskraal closed, no one has contacted me regarding the R397 or should I guess that 3 people will share it and pay it which will be Sophy, Jeff and Alfred I want to know how the hell on earth can my brother be sent and sms that he has reached his monthly limit for R397 and when I query about it no one is able to culculate and tell me how it ended up to that amount. Did people forget how to culculate or their Maths s****s is poor. WHAT IS GOING ON HERE? WHERE IS THE REGIONAL MANAGER ON THIS ISSUE AND WHEN WILL IT BE RESOLVED. Let me guess the day am bringing back the phone back to the store?
CS
Carol S's update30 Jan 2018, 11:29
Reviewer Update
What is going on here is there anyone willing to deal with my query or MTN Jubilee mall in Hammanskraal closed, no one has contacted me regarding the R397 or should I guess that 3 people will share it and pay it which will be Sophy, Jeff and Alfred I want to know how the hell on earth can my brother be sent and sms that he has reached his monthly limit for R397 and when I query about it no one is able to culculate and tell me how it ended up to that amount. Did people forget how to culculate or their Maths s****s is poor. WHAT IS GOING ON HERE? WHERE IS THE REGIONAL MANAGER ON THIS ISSUE AND WHEN WILL IT BE RESOLVED. Let me guess the day am bringing back the phone back to the store?