Hellopeter
Share Your Experience
JP
Jody P

1 reviews | Active since Feb 2018

02 Feb 2018, 14:33

BAD Service!!!!!

I app**** for a contract online with MTN. I was contacted and everything was sorted out via the phone and delivery was arranged for a week later. After a week and a half i contacted MTN to find out why my phone has not been delivered yet. I was told the phone was sent to the courier and it would be delivered soon. I waited a few more days and still nothing.

After two weeks of waiting for the delivery, i went to the MTN branch in Tyger Valley and asked what the hold up was. I was advised to apply for another phone and when the online order was delivered, i should bring the second phone in and it will be sent back to head office. I did the in store application and and i could collect my phone the next day. A week after receiving my phone from MTN Tygerr valley, the online order was delivered. I took the phone to MTN TGV and it was sent back to head office.

The first months billing was correct but the second month i was double billed. I went in to find out what had happened. Turns out that the second phone was still linked to my account and not cancelled and therefore i was being double billed.

I told the in store Clerk to rectify the issue. Communication was made with head office to rectify but nothing had changed for a few weeks and i was again double billed. I reversed the second double transaction because the first double transaction covers two months in my opinion. I received messages requesting payment ( double amount) to avoid being disconnected. I contacted MTN TGV again to rectify the problem and nothing happened. Early on in January my account was suspended and it is still blocked till now.

MTN TGV managed to get the message across to head office and i received an sms last week Thursday (25/01/2017) that my services would be reactivated and that i should allow 24 hours for it to take effect. It is now the 2nd of February and my account is still blocked.

The service is slow and pathetic. I am paying for a service which i am not getting.

If it allowed me to give half a star rating i would...just saying

0
Replies (2)
MTN South Africa
MTN South Africa's reply03 Feb 2018, 21:30
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

We have sent the complaint to the Online upgrade department for assistance to reverse the upgrade for cell number ***. We are waiting on feedback.

Please make payment for cell ***.

Once this finalized the account will be credited.

We have opened the lines due to the dispute. Please reboot the device.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

JP
Jody P's update09 Apr 2018, 21:57
Reviewer Update
Good day Thank you for th previous speedy response and reconnection of my services. I am however still not satisfied as i am still being billed double amounts. I have downloaded and saved my March 2018 statement as proof that i am still being double billed. According to the statement i am 90 days in arrears. This is not the case. My account was double billed in November 2017 ( a sum of R 1550.90 as opposed to R 679) and i went to MTN tyger valley to dispute this. I am not going to repeat myself with the details, read the original post. So, November 2017 i was double billed - R1550.90 and i did not reverse the transaction. I disputed the transaction and absolutely nothing was done to rectify the issue. December i was again double billed - R 1358 and this time i reversed the transaction. As it stands, according to my statement i owe MTN for December, January, February and March (all double transactions amounting to R 5443.40) As far as i am concerned, Novembers double transaction covers both November and December. Also, i was charged an activation fee for the second phone in November (total amount debited- R 15590.90 minus R 1358 = R 192.90) My services were disconnected mid January and the first double transaction should cover December and i then should only be charged at the end of January again. This did not happen and as i said, my services were cut mid January and only reconnected in February. Having said that, i only owe half of January's installment which is R 339.50, minus the second phones initiation fee of R 192.90 = R 146.60 No debit orders went off on my account and now i am in arrears. This is due to no fault of my own. MTN employees neglected to rectify my queries and as a result, my credit rating has taken a beating. I am extremely unhappy about this and will most certainly not use MTN with my next cellphone upgrade. As mentioned earlier, according to MTN i owe a grand total of R 5443.40. I actually owe the following: January 2018 : R 146.60 February 2018 : R 679 March 2018 : R 679 Total : R 1504.60 The amount i actually owe is R 1504. 60 as opposed to R 5443.40 up until the end of march I will be able to pay my normal installment end of April (R 679) + R 329 of the arrears = R 1000 The following month i will do the same until the balance has been cleared. (I will pay more than what i stated when i am by means to do so) I will make these payments myself. Please sort this issue out once and for all because it is becoming a real hassle for me now. Thank you