BOZA NETWORK CALL center agents INCOMPETENCY

To be precise 16/09/2021 I was at the airport, called the so called boza network, spoke to Bianca 🤬 I asked her to activate sms roaming as I was directed by one of the mtn stores consultant. 25/11/21 I received notification from my bank that mtn has debited R 1067.42 - reversed then money then 28/12/21 again R6092.86 was debited again from my poor account, reversed it again. I then called the call center to query all these debits , I told that I have requested for international roaming but I recalled very well what I’ve asked for. I asked for investigation to be opened.25/01/2022 - R8727.34 was debited again, received notification early hours of the morning and around 5:30am I called again and I was advised that there is nothing that can be done because I requested for the service, the lady said I need to be in the country for roaming to be canceled otherwise the billing will continual month to month. I kept calling with hope and spoke to thaba/thabang who believed my story. He promised to help me but unfortunately our call was disconnected, I couldn’t get back to him because he was in a call center. Then spoke to nokuzotha madiba who referred me to Nadia “supervisor” she promised to get back to me after listening to the call recording between me and Bianca, To this day she never got back to me. I called again spoke to Paulina Dikgale who went an extra mile to date - she managed to speak to her supervisor who listened to the call recordings - the email I received:

#Kindly note that the call recording has been listened to today by my supervisor and you are right you specifically requested for sms roaming from Bianca but she loaded the incorrect service. I have forwarded all the invoices that you have been charges roaming for so that she can send it to billing to pass the credit on your account and as soon as I get the feedback from he regarding the credit I will let you know.

#Please approve the below credit. Bianca Segal one of the temps activated voice roaming whereas the customer requested for sms roaming. I have listened to the call and the customer was specific with his request.

#Kindly note that my manager has approved the credit note for your number and still awaiting feedback from billing as per manager’s approval then I will let you know once that credit note has been passed.

#Kindly take note of the below feedback from billing Credit passed which has been submitted for QA approval R8967.13 credited - Roaming charges as per CCI approval attached

#11/03/2022 Kindly note that as per banking refund query, below is the feedback from banking: We do not refund goodwill credit as per banking company policy, the credit will remain in the account for future inv deplete-R-8421.84 Dissatisfied with how I am treated by mtn now thy call my money GOOD WILL CREDIT, paying for someone’s incompetency.