HB
Hugh B
1 reviews | Active since Jan 2013
29 Apr 2019, 12:15
Below Average MTN Retention Department Service
Good day
On the 23rd of April 2019 I requested, via email, an early termination of contract quote from the MTN Retention department. On the same day I received the confirmation of receipt of my email which stated that I would hear from mtn within 24 hours.
To date, the 29th of April 2019, I have still not received any feedback from MTN.
I would appreciate MTN to treat this as a matter of urgency.
Thank you. Hugh
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Replies (2)
MTN South Africa's replyOfficial
30 Apr 2019, 11:46Good day Thank you for bringing this matter to our attention. We apologize for the delayed response and for any inconvenience incurred.
Below is the communication that was forwarded to your email adress on Monday the 29th of April 2019
Good day Mr Brinckmann, Please share with us the reason that made you request cancellation? Please find below the Estimated early termination fees as of 2019-04-29 Cellphone number: *** Term Date: 2020-04-07 Early Termination fee+15% = R8169.42 Current outstanding balance = R0.00 Unbilled invoice = R 1,508.09 Estimated Total = R9677.51 Name of the bank: Absa Bank Account Name: MTN SP Account Type: Current Account number: *** Branch code: 632005 Reference Number: Cell Phone Number After payment is made, kindly contact us after 24hours on 135/083135 for cancellation to be processed Trust that the above is all in order. Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you. Please do not hesitate to contact us should you require further assistance.
Warm Regards
Sizwe Schoeman Complaints Management team
Below is the communication that was forwarded to your email adress on Monday the 29th of April 2019
Good day Mr Brinckmann, Please share with us the reason that made you request cancellation? Please find below the Estimated early termination fees as of 2019-04-29 Cellphone number: *** Term Date: 2020-04-07 Early Termination fee+15% = R8169.42 Current outstanding balance = R0.00 Unbilled invoice = R 1,508.09 Estimated Total = R9677.51 Name of the bank: Absa Bank Account Name: MTN SP Account Type: Current Account number: *** Branch code: 632005 Reference Number: Cell Phone Number After payment is made, kindly contact us after 24hours on 135/083135 for cancellation to be processed Trust that the above is all in order. Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you. Please do not hesitate to contact us should you require further assistance.
Warm Regards
Sizwe Schoeman Complaints Management team
MTN South Africa's reply30 Apr 2019, 11:46
Official
Good day Thank you for bringing this matter to our attention. We apologize for the delayed response and for any inconvenience incurred.
Below is the communication that was forwarded to your email adress on Monday the 29th of April 2019
Good day Mr Brinckmann, Please share with us the reason that made you request cancellation? Please find below the Estimated early termination fees as of 2019-04-29 Cellphone number: *** Term Date: 2020-04-07 Early Termination fee+15% = R8169.42 Current outstanding balance = R0.00 Unbilled invoice = R 1,508.09 Estimated Total = R9677.51 Name of the bank: Absa Bank Account Name: MTN SP Account Type: Current Account number: *** Branch code: 632005 Reference Number: Cell Phone Number After payment is made, kindly contact us after 24hours on 135/083135 for cancellation to be processed Trust that the above is all in order. Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you. Please do not hesitate to contact us should you require further assistance.
Warm Regards
Sizwe Schoeman Complaints Management team
Below is the communication that was forwarded to your email adress on Monday the 29th of April 2019
Good day Mr Brinckmann, Please share with us the reason that made you request cancellation? Please find below the Estimated early termination fees as of 2019-04-29 Cellphone number: *** Term Date: 2020-04-07 Early Termination fee+15% = R8169.42 Current outstanding balance = R0.00 Unbilled invoice = R 1,508.09 Estimated Total = R9677.51 Name of the bank: Absa Bank Account Name: MTN SP Account Type: Current Account number: *** Branch code: 632005 Reference Number: Cell Phone Number After payment is made, kindly contact us after 24hours on 135/083135 for cancellation to be processed Trust that the above is all in order. Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you. Please do not hesitate to contact us should you require further assistance.
Warm Regards
Sizwe Schoeman Complaints Management team
HB
Hugh B's updateReviewer Update
30 Apr 2019, 13:20Good day Sizwe
Thank you for your response, I did see that email come through a few hours after I wrote the above review.
However the issue is that this has taken over 3 working days (72 hours) when MTN's confirmation email states that MTN will respond within 24 hours.
So which is the correct response time frame?
Thank you.
Regards,
Hugh
HB
Hugh B's update30 Apr 2019, 13:20
Reviewer Update
Good day Sizwe
Thank you for your response, I did see that email come through a few hours after I wrote the above review.
However the issue is that this has taken over 3 working days (72 hours) when MTN's confirmation email states that MTN will respond within 24 hours.
So which is the correct response time frame?
Thank you.
Regards,
Hugh