RK
Rudolf K
1 reviews | Active since Dec 2012
01 Apr 2019, 11:16
Bad service, policy and pricing
I just have been to MTN Malmebury to do a sim swap because the SMS does not work reliably. One day it works and the next it does not. Problem is that i need the OTP to do banking. So i though swopping the sim might sort out the problem. Getting there they said the sim swap is R3.50 for pay as you go. They came back and told me that it's a contract number and therefore the cost is R115!!!!
I do not understand why i have to pay R115 for my dad's sim because it's a contract. Surely the people with contracts is the cornerstone and reliable income for MTN.
The manner in which this has been told to me is also shocking and bad service.
As for last resort, i told them to either charge me the R3.50 or lose me as a customer and promptly was told by the manager - so be it.
So cheers MTN!
Helpful (0)
Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
02 Apr 2019, 13:48Good day Rudolf
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note I tried to call you, but you were not available on your number. Please let us know what would be the convenient time to call.
Warm regards,Mazwi ZumaComplaints Analyst
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note I tried to call you, but you were not available on your number. Please let us know what would be the convenient time to call.
Warm regards,Mazwi ZumaComplaints Analyst
MTN South Africa's reply02 Apr 2019, 13:48
Official
Good day Rudolf
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note I tried to call you, but you were not available on your number. Please let us know what would be the convenient time to call.
Warm regards,Mazwi ZumaComplaints Analyst
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note I tried to call you, but you were not available on your number. Please let us know what would be the convenient time to call.
Warm regards,Mazwi ZumaComplaints Analyst
MTN South Africa's replyOfficial
04 Apr 2019, 11:35Good day Rudolf
As per our telephonic conversation, the solution we can offer is for you to pay for the sim swap, we will then credit the swap amount on the account. Unfortunately you have declined the offer.
Warm regards,Mazwi ZumaComplaints Analyst
As per our telephonic conversation, the solution we can offer is for you to pay for the sim swap, we will then credit the swap amount on the account. Unfortunately you have declined the offer.
Warm regards,Mazwi ZumaComplaints Analyst
MTN South Africa's reply04 Apr 2019, 11:35
Official
Good day Rudolf
As per our telephonic conversation, the solution we can offer is for you to pay for the sim swap, we will then credit the swap amount on the account. Unfortunately you have declined the offer.
Warm regards,Mazwi ZumaComplaints Analyst
As per our telephonic conversation, the solution we can offer is for you to pay for the sim swap, we will then credit the swap amount on the account. Unfortunately you have declined the offer.
Warm regards,Mazwi ZumaComplaints Analyst
RK
Rudolf K's updateReviewer Update
04 Apr 2019, 12:32Mazwi,
Thanks for trying to assist and provide a solution. Unfortunately, the unwillingness of the Malmesbury manager to assist is just not good enough.
The problem for MTN is that the manager is the face of the business and me as a customer directly link him to the brand and as such MTN suffers.
My dad has been a customer with MTN for several years and the sim card is old as it originally came with the first contract 6-8 years ago - not sure how long.
I have not lost the card, it just does not work reliably anymore. I still maintain that because I or my dad has been a customer for so many years ( you can confirm on your system ) and because the sim is old and faulty, it must be replaced free of charge.
The policy SHOULD actually be to send a new generation sim card when you renew your 2-year contract - then my dad would not have this problem.
So thinking about the possible solution again, it simply is not good enough and thus when it's time to renew the contract again, i will just move to a new service provider as then i will receive a NEW SIM at least.
regards
Rudolf
RK
Rudolf K's update04 Apr 2019, 12:32
Reviewer Update
Mazwi,
Thanks for trying to assist and provide a solution. Unfortunately, the unwillingness of the Malmesbury manager to assist is just not good enough.
The problem for MTN is that the manager is the face of the business and me as a customer directly link him to the brand and as such MTN suffers.
My dad has been a customer with MTN for several years and the sim card is old as it originally came with the first contract 6-8 years ago - not sure how long.
I have not lost the card, it just does not work reliably anymore. I still maintain that because I or my dad has been a customer for so many years ( you can confirm on your system ) and because the sim is old and faulty, it must be replaced free of charge.
The policy SHOULD actually be to send a new generation sim card when you renew your 2-year contract - then my dad would not have this problem.
So thinking about the possible solution again, it simply is not good enough and thus when it's time to renew the contract again, i will just move to a new service provider as then i will receive a NEW SIM at least.
regards
Rudolf