1 reviews | Active since Apr 2010
Contact us but we will not answer your questions. Customer Scare?
After my nightmarish experience with MTN three years ago, I vowed never to sign another contract with MTN (see my post on this forum of 22 June 2016, “Unauthorized Debit”).
However, an elderly friend of mine, is looking for a data only package and I wanted to get some information which I cannot find on MTN's web site.
I was interested in their Data4Keeps bundles.
I typed “Data4Keeps” on their web site’s search field and got the message “No results found for MTN” and “No results found for MTN Shop”.
Strange because “Data4Keeps” is advertised by MTN as follows: “MTN Data4Keeps. This plan is ideal if you want data bundles with 12-months validity”
So, I clicked on the “Contact us form”, filled in the required fields and sent them the following questions:
1. What are the size of the data bundles and price when paid up front and valid for 12 months,
2. What happens if I use my data before the 12 months are up? Can I buy another package?
3. I will also need a modem/router. Do you sell them and if so when can I get pricing?
This was the reply from Presley Tempies at MTN’s customer care which did not answer a single question:
“Kindly dial *136*2*999# and select ‘Data4Keeps Bundles’, these bundles only expire 365 days after activation. Please note that this service is only applicable to Pre-Paid price plans. You can also visit your nearest MTN store to apply for this service.”
I am fully aware that I can visit the nearest MTN store (which is 240 Km away from my place in Venterstad).
I just wanted to get some idea of the pricing and I am hardly going to travel 500 Kms just to get the information.
What is the point of your “Contact us form”?
Clearly MTN’s attitude has not changed since June 2016 and judging by the negative posts on this forum, I am not the only one that feels this way.
Thank you for bringing this to our attention.
We apologise for your inconvenience experienced due to the unprofessional behaviour of our employee. It was thoughtful of you to inform us about the incidence promptly and brought it to our notice, which provides us a chance to deal with this undesirable behaviour.
We will also like to bring it to your kind attention that, all our employees are well trained in dealing with the customers and to provide them most efficient services. We assure you, such problem will not arise again and our employees will be extra careful while dealing with our valued customers.
This matter has been escalated to the relevant management team for urgent attention.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention
Warm Regards
Sizwe Schoeman Complaints Management team
Thank you for bringing this to our attention.
We apologise for your inconvenience experienced due to the unprofessional behaviour of our employee. It was thoughtful of you to inform us about the incidence promptly and brought it to our notice, which provides us a chance to deal with this undesirable behaviour.
We will also like to bring it to your kind attention that, all our employees are well trained in dealing with the customers and to provide them most efficient services. We assure you, such problem will not arise again and our employees will be extra careful while dealing with our valued customers.
This matter has been escalated to the relevant management team for urgent attention.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention
Warm Regards
Sizwe Schoeman Complaints Management team