BN
Betty N
1 reviews | Active since Dec 2016
20 Aug 2018, 16:15
bad service
Good day I request that my query and request be attended, I didn’t plan to pay for your heardset or the airtime for this month because my contract is finished, I paid my last instalment as per our contract last month. I visited 2 mtn stores in Johannesburg including the one in gandi square I couldn’t get any assistant, I never received such service with other network providers you cant service your clients from your stores but I bought the phone from the store and today I was able to speak to a certain gentlemen who assistant me from customer service and retention dept and last week someone transferred the call to retention department and after holding on line for a long time the call got disconnected just like that ,you can check on your record. I am still not happy because he said I will be charged for this month which I don’t want because I started to contact you early to cancel my contract and didn’t get any help. I didn’t use the airtime you sent to my number this month please take it back and cancel the debit order and the contract as of today. I don’t want to pay for any instalment this month I didn’t even use your service for 2months u can check the airtime you sent me this month is untouched take it back and cancel the contract.
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Replies (2)
MTN South Africa's replyOfficial
22 Aug 2018, 08:47Dear Betty,
Thank you for taking the time to tell us why our service failed to meet your expectations.
We value your business, and would like to address your concerns as quickly as possible.
I understand your frustration, and I sincerely apologize for any inconvenience we have caused you.
Kindly note we can confirm that the contract has been cancelled and the number has been migrated the prepaid.
We have logged a request for the account to be credited due to late cancellation that took place.
It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again.
Thank you again, for your honest feedback. I hope to have the pleasure of serving you again in the future.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply22 Aug 2018, 08:47
Official
Dear Betty,
Thank you for taking the time to tell us why our service failed to meet your expectations.
We value your business, and would like to address your concerns as quickly as possible.
I understand your frustration, and I sincerely apologize for any inconvenience we have caused you.
Kindly note we can confirm that the contract has been cancelled and the number has been migrated the prepaid.
We have logged a request for the account to be credited due to late cancellation that took place.
It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again.
Thank you again, for your honest feedback. I hope to have the pleasure of serving you again in the future.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
BN
Betty N's updateReviewer Update
03 Sept 2018, 12:03Good day
I am very disappointed from MTN, this month you debited the full amount that I was paying before the contract ended. I spoke with the service consultant who ensured me that they wont deduct the full instalment I was paying as the contract has ended they will deduct R110 for the airtime only and Willem Jnr Loots from complaints management team on his feedback to my initial complain he promised that I will be credited which did not happen instant you debited the full amount which included the device charge, you were not suppose to debit at all. I am very disappointed with your service and I dont want to work with you in my life again.I just want you to refund my money clearly no one bothered to attend to my query the consultant & and Willem just responded without going back to fix the problem.
BN
Betty N's update03 Sept 2018, 12:03
Reviewer Update
Good day
I am very disappointed from MTN, this month you debited the full amount that I was paying before the contract ended. I spoke with the service consultant who ensured me that they wont deduct the full instalment I was paying as the contract has ended they will deduct R110 for the airtime only and Willem Jnr Loots from complaints management team on his feedback to my initial complain he promised that I will be credited which did not happen instant you debited the full amount which included the device charge, you were not suppose to debit at all. I am very disappointed with your service and I dont want to work with you in my life again.I just want you to refund my money clearly no one bothered to attend to my query the consultant & and Willem just responded without going back to fix the problem.