lM
layla M
1 reviews | Active since Jul 2016
20 Apr 2018, 09:50
Clueless call centre
I am a loyal MTN subscriber and have 3 contracts currently in place. I will keep calling until you either fix my problem or let me take my business elsewhere. I called MTN on Monday to log a call regarding incorrect data received and they sent me on a wild goose chase. By the end of the day I received an sms saying I received the correct data. So I followed up and was told that my call had been resolved as I received the correct amount of data and that there is nothing they can do. Eventually one of the Managers spoke to me and said she would log a call with the provisioning department. They sent the reference number to a number that no longer belongs to me so when I called them today they had no idea what I was talking about. I was told I need to call back later. Looks like I will have to name and shame people in order to get a response.
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Replies (3)
MTN South Africa's replyOfficial
23 Apr 2018, 16:20Thank you for your post.
Kindly receive our sincere apologies for the inconvenience caused.
Kindly note that we tried to call on *** and confirm the bundle value and the number in question without success, the phone was not answered, your phone only rings twice and call is dropped, at 16:10 pm.
Kindly contact customer services if you still haven't received the data bundles, please.
Warm regards,
Eunice
Complaint analyst.
Best regards,
MTN South Africa's reply23 Apr 2018, 16:20
Official
Thank you for your post.
Kindly receive our sincere apologies for the inconvenience caused.
Kindly note that we tried to call on *** and confirm the bundle value and the number in question without success, the phone was not answered, your phone only rings twice and call is dropped, at 16:10 pm.
Kindly contact customer services if you still haven't received the data bundles, please.
Warm regards,
Eunice
Complaint analyst.
Best regards,
lM
layla M's updateReviewer Update
23 Apr 2018, 16:54Dear MTN I appreciate the response. Please note I have included my cellphone number in the request as ***. This is the same number that is not receiving the correct data bundle. The number *** does not belong to me anymore. Unfortunately I called MTN again today after being told my issue has been resolved and again was disappointed to find out that my requests keep getting escalated with the same "resolution". I have not received the correct allowance. I would appreciate it if someone that knows how to do their job can contact me on the correct number. I have asked Nirisha one of the managers to investigate this and send me an itemised bill to prove that I managed to use 6 gigs in 24 hours. I am extremely annoyed as this has been going on for over a week now. I think it is extremely unacceptable to pay for something and only receive half. This is ******* and I will not accept this kind of service. I refuse to continue to be a subscriber if this is not resolved. Please let me know when you have proof that I received the 10 gigs with my usage from the 14 April till today as I currently only have 2 gigs left. Or when you have allocated the remaining 5 gigs which has never been allocated to me.
lM
layla M's update23 Apr 2018, 16:54
Reviewer Update
Dear MTN I appreciate the response. Please note I have included my cellphone number in the request as ***. This is the same number that is not receiving the correct data bundle. The number *** does not belong to me anymore. Unfortunately I called MTN again today after being told my issue has been resolved and again was disappointed to find out that my requests keep getting escalated with the same "resolution". I have not received the correct allowance. I would appreciate it if someone that knows how to do their job can contact me on the correct number. I have asked Nirisha one of the managers to investigate this and send me an itemised bill to prove that I managed to use 6 gigs in 24 hours. I am extremely annoyed as this has been going on for over a week now. I think it is extremely unacceptable to pay for something and only receive half. This is ******* and I will not accept this kind of service. I refuse to continue to be a subscriber if this is not resolved. Please let me know when you have proof that I received the 10 gigs with my usage from the 14 April till today as I currently only have 2 gigs left. Or when you have allocated the remaining 5 gigs which has never been allocated to me.
lM
layla M's updateReviewer Update
27 Apr 2018, 09:33Wow mtn still no response regarding my query. After logging numerous calls trying to get my usage I managed to get it on my own. This now proves that I have not receive the correct allocation. However no one at mtn knows how to fix it. Looks like have to take my matters beyond mtn as now I’m paying for a service I’m not receiving. This is breach of contract. I’m waiting for my debit order to go off so I can reverse it. Why doesn’t mtn invest in getting staff that know how to do their jobs.
lM
layla M's update27 Apr 2018, 09:33
Reviewer Update
Wow mtn still no response regarding my query. After logging numerous calls trying to get my usage I managed to get it on my own. This now proves that I have not receive the correct allocation. However no one at mtn knows how to fix it. Looks like have to take my matters beyond mtn as now I’m paying for a service I’m not receiving. This is breach of contract. I’m waiting for my debit order to go off so I can reverse it. Why doesn’t mtn invest in getting staff that know how to do their jobs.