Complaint: Lack of Service

<p>From: Ruqaiyah Smit <br /> Sent: Wednesday, 07 December 2016 2:11 PM<br /> To: ********** /> Subject: FW: Complaint: Lack of Service</p> <p> </p> <p> </p> <p> </p> <p>From: Ruqaiyah Smit <br /> Sent: Wednesday, 07 December 2016 2:08 PM<br /> To: ********** /> Subject: Complaint: Lack of Service</p> <p> </p> <p>To whom it may concern.</p> <p> </p> <p>Contact numbers: 083 ***xx and 082 ******</p> <p>REQ: ********** </p> <p>REF: ********** 51</p> <p>A ********** </p> <p> </p> <p>The above contact number has been now change to pre-paid and it seems that no-one at MTN customer service or office is able to assist me with my query.</p> <p> </p> <p>Contract: 083 ****** which ended in 2015</p> <p>This contacted had ended a while back and to my understanding had been cancelled. Money was deducted from my account for a contract that had expired. After many calls I had eventually received a refund for the money that had been due to me. I advised the agent that this number is no longer in used and at this point that agent had advised that the contracted has been cancelled completed. You can check on this number 083 ****** when the last activity had taken place.</p> <p>But it seem that the agent that I had spoken to put this number on a month to month, which I am not sure why as the agent was advised this number is not being used at all and the contract should be terminated.</p> <p> </p> <p>I eventually get hold of an agent called Sipho from the customer service 808 and he was assisting me with my query. He was in contact with his supervisor in processing a refund, he then assisted me in changing my other number 082 ****** to pre-paid as well but then the line cut. Your call centre does not call clients back once the line has cut, which is not customer service as the query has not been resolved.</p> <p>I then tried to call back, but trying to get hold of MTN took a while (please see attachments). I needed to finalised my query but had been holding on for forever and not able to speak to anyone</p> <p>When I called again I hold for almost 30 minutes and to advised by an agent that she is not able to assist me and I need to go to and MTN store.</p> <p> </p> <p>I then go to an MTN store as advised by an agent but the consultant at the store advised you need a reference number. Eventually he makes a few call and able to provide me with the reference and he advised that only a credit of R164.44 will be refunded for a contract that had ended in 2015 which was cancelled. This is all he can assist me with and I need to go back to MTN customer service.</p> <p> </p> <p>The money is still being deducted from my account (which is not the first time and can be checked on your records) which I am not sure why and no-one at MTN is taking ownership to assist me.</p> <p> </p> <p>· If MTN customers need a reference number, it is then the responsibility of the agent to provide that to the customer as it is MTN policy?</p> <p>· If the line cut and the query has not been resolved it should be the agent responsibility to call back the client or ask another agent to call or get the supervisor call back who had assisted the agent with the clients query?</p> <p>· Why is no-one taking ownership and aiming for first call resolution ?</p> <p>· Being pushed from pillar to post is not living up to your values http://www.mtn-investor.com/mtn_ar2013/str-mission.php</p> <p> </p> <p>All I want is a proper answer, someone that know what they are doing and to get my query resolved.</p> <p> </p> <p>Please assist!</p> <p> </p> <p> </p> <p>Regards</p> <p>Ruqaiyah</p>