1 reviews | Active since Jan 2017
Blacklisted Handset
<p>week of the 15-20 January 2017 my handset/device was showing "emergency calls only". I contacted the 808 call centre who advised my account is up to date and everything appears fine on their side.</p> <p>PLEASE NOTE, NO MENTION OF PHONE BLACKLISTED.</p> <p>I then proceeded to call on MTN Branch on Cape Road, Port Elizabeth. The consultant advised me I need to do a SIM Swop, which was done. I was told it will take 2-24 hours.</p> <p>PLEASE NOTE, NO MENTION OF PHONE BLACKLISTED.</p> <p>I waited the 24hours, phone still not working. Keep in mind I had to pay cash for the SIM as this couldn't be added to my statement. I then proceeded to phone 808 again who advised the SIM Swop was successfull. Called in at the same branch and advised the same. The consultant advised I must try the SIM in another phone, which I did, SIM was working. Consultant then advised I must take my phone to the Repair Centre.</p> <p>PLEASE NOTE, NO MENTION OF PHONE BLACKLISTED.</p> <p>Took phone on Monday 23 January to Repair Centre. Collected phone 25 January and advised phone is blacklisted. This really took me by surprise. The lady at the front desk said I must take the phone to the Cape Road Branch. Did that, they phoned 808 what confirmed phone is blacklisted, you can imagine my shock and surprise and worry.</p> <p>I was advised to get an affidavit at the Police department. </p> <p>I instead phoned MTN 808 myself and spoke to a second in charge who was very helpful and did an investigation and confirmed the following to me: The person who BLACKLISTED my phone works at the MTN Constanta Head Office, by the name of Moegamat David's (not sure spelling) and does not even work in the Call Centre.</p> <p>My concern is: Who phoned MTN to blacklist my phone/device??? Whoever phoned in, how did they know how to answer the security questions if the questions were asked??? Is the call recorded and is their a "paper" trail, was process and procedures followed????</p> <p>I did not phone in to report my phone " ******" at all. So this is all very surprising and extremely frustrating.</p> <p>All I want is my phone/handset/device to be un-blacklisted and to be working.</p> <p>MTN needs to take accountability and resolve this matter URGENTLY as I have been without my phone for a week. I am paying for my contract and unable to use my device. I expect this matter to be resolved as a matter of urgency.</p>
Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised that the device has been un blacklisted as per ITC number ***6. Please switch the device off for 72 hours.
If you have paid for the sim swap, please send the proof to customer care for the account to be credited for the charge. Please mark for my attention. The email address ***.
Due to the inconvenienced caused we have passed another credit for the promo fee for 1 months subscription to the account.
The credit will reflect on the account Monday.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised that the device has been un blacklisted as per ITC number ***6. Please switch the device off for 72 hours.
If you have paid for the sim swap, please send the proof to customer care for the account to be credited for the charge. Please mark for my attention. The email address ***.
Due to the inconvenienced caused we have passed another credit for the promo fee for 1 months subscription to the account.
The credit will reflect on the account Monday.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
I do appreciate the response and also the offer, besides what you are offering, do you realise the frustration caused? That NON ONE at mtn could assist me, that no one could advise the phone was blacklisted. How am i reimbursed for ALL the driving around from store to store, calls made from a landline and not having my handset for over a week. That i had to do ALL the investigating???
I do appreciate the response and also the offer, besides what you are offering, do you realise the frustration caused? That NON ONE at mtn could assist me, that no one could advise the phone was blacklisted. How am i reimbursed for ALL the driving around from store to store, calls made from a landline and not having my handset for over a week. That i had to do ALL the investigating???
I was contacted by the Team Leader who advised I will be credited with the SIM SWOP amount and the promotion of not having to pay for the handset for 1 month. However, with having a heavily pregnant wife and daughter at school, my wife couldn't get hold of me, only if I was in office on my landlines or via email when in office. I don't think MTN can see the inconvenience caused or should something have happened to my daughter at school or my wife, I would literally have been the last to know and how would MTN have handled that????? In my job I am required to travel, so I had to postpone business trips due to this, does MTN think my managers and directors are understanding when business needs to carry on???? MTN have not offered much, I can see why customers are leaving. No financial compensation for doing the actual work of MTN employees, your process and procedures are lacking badly and you need to employ someone who can rectify, identify and improve process and procedures and ensure better customer service. MTN, you have not even offered 30gigs or 60gigs data for inconvenience, I had to once again buy data, after my phone was un-blacklisted. Bottom line, you guys are pathetic
I was contacted by the Team Leader who advised I will be credited with the SIM SWOP amount and the promotion of not having to pay for the handset for 1 month. However, with having a heavily pregnant wife and daughter at school, my wife couldn't get hold of me, only if I was in office on my landlines or via email when in office. I don't think MTN can see the inconvenience caused or should something have happened to my daughter at school or my wife, I would literally have been the last to know and how would MTN have handled that????? In my job I am required to travel, so I had to postpone business trips due to this, does MTN think my managers and directors are understanding when business needs to carry on???? MTN have not offered much, I can see why customers are leaving. No financial compensation for doing the actual work of MTN employees, your process and procedures are lacking badly and you need to employ someone who can rectify, identify and improve process and procedures and ensure better customer service. MTN, you have not even offered 30gigs or 60gigs data for inconvenience, I had to once again buy data, after my phone was un-blacklisted. Bottom line, you guys are pathetic
I was contacted by the Team Leader who advised I will be credited with the SIM SWOP amount and the promotion of not having to pay for the handset for 1 month. However, with having a heavily pregnant wife and daughter at school, my wife couldn't get hold of me, only if I was in office on my landlines or via email when in office. I don't think MTN can see the inconvenience caused or should something have happened to my daughter at school or my wife, I would literally have been the last to know and how would MTN have handled that????? In my job I am required to travel, so I had to postpone business trips due to this, does MTN think my managers and directors are understanding when business needs to carry on???? MTN have not offered much, I can see why customers are leaving. No financial compensation for doing the actual work of MTN employees, your process and procedures are lacking badly and you need to employ someone who can rectify, identify and improve process and procedures and ensure better customer service. MTN, you have not even offered 30gigs or 60gigs data for inconvenience, I had to once again buy data, after my phone was un-blacklisted. Bottom line, you guys are pathetic
I was contacted by the Team Leader who advised I will be credited with the SIM SWOP amount and the promotion of not having to pay for the handset for 1 month. However, with having a heavily pregnant wife and daughter at school, my wife couldn't get hold of me, only if I was in office on my landlines or via email when in office. I don't think MTN can see the inconvenience caused or should something have happened to my daughter at school or my wife, I would literally have been the last to know and how would MTN have handled that????? In my job I am required to travel, so I had to postpone business trips due to this, does MTN think my managers and directors are understanding when business needs to carry on???? MTN have not offered much, I can see why customers are leaving. No financial compensation for doing the actual work of MTN employees, your process and procedures are lacking badly and you need to employ someone who can rectify, identify and improve process and procedures and ensure better customer service. MTN, you have not even offered 30gigs or 60gigs data for inconvenience, I had to once again buy data, after my phone was un-blacklisted. Bottom line, you guys are pathetic