GM
Gezina M
1 reviews | Active since Jul 2016
01 Feb 2018, 10:28
Contact us "contact form" functionality does not work!!
On 4th January 2018 I logged a query via the Contact Us contact form on the MTN website. To this day no one has bothered to actually call me back! Needless to say the reason for my request was to change my bank account details for the monthly debit order. Surprise, surprise, my debit order bounced because of your lack of communication! Please take responsibility and get in touch with me immediately to sort this out. Also reverse the R100 debit order unpaid fee as a sign of good faith. I'll appreciate a response as to why my online request for contact was never attended to in the first place - surely you have a log of all these requests placed from the web and can easily investigate.
Helpful (0)
Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
02 Feb 2018, 12:09Good day Ina,
Thank you for your post.
We thank you for taking the time to raise your concerns and affording us the opportunity to address them. Kindly accept our sincere apologies for any inconvenience caused.
As per our telephonic conversation, please note that your banking details have been updated as per your request. The reference for the transaction is ***. The debit order dated 2018-01-31 has not returned as unpaid on our side as advised and as such, we will contact you once the debit order returns to arrange a once-off debit order from the new bank account.
With regards to the "goodwill credit" required for the unpaid debit order charges on your account, it has been advised that we require proof that a request was sent to have your banking details updated and this can be in the form of a reference number, screen dump of the request in order for the banking team to approve the credit. We will also require a copy of your bank statement with the charges highlighted so we can assist further. You can email these to ***
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
MTN South Africa's reply02 Feb 2018, 12:09
Official
Good day Ina,
Thank you for your post.
We thank you for taking the time to raise your concerns and affording us the opportunity to address them. Kindly accept our sincere apologies for any inconvenience caused.
As per our telephonic conversation, please note that your banking details have been updated as per your request. The reference for the transaction is ***. The debit order dated 2018-01-31 has not returned as unpaid on our side as advised and as such, we will contact you once the debit order returns to arrange a once-off debit order from the new bank account.
With regards to the "goodwill credit" required for the unpaid debit order charges on your account, it has been advised that we require proof that a request was sent to have your banking details updated and this can be in the form of a reference number, screen dump of the request in order for the banking team to approve the credit. We will also require a copy of your bank statement with the charges highlighted so we can assist further. You can email these to ***
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
GM
Gezina M's updateReviewer Update
02 Feb 2018, 13:29Hi, I tested the functionality again and as mentioned to Tshepo telephonically I distinctly recall that there was no reference number given after I submitted the form on the web. I will email him the necessary proof from today's test. Also it is a bit unfair that a client is requested to have proof of a web form submitted i.e. making a screen shot of it... Well, if I knew beforehand that my request wouldn't actually go through to MTN, I certainly would've made screenshots, but the saying goes "in hindsight...". Maybe MTN should take responsibility and ensure that their web functionality performs up to scratch instead of "pinning" the responsibility on their client - just a thought! It would be nice if an email can be sent to the user straight after a form request has been logged, for the client and (in hindsight of a complaint being logged) obviously MTN's comfort!
GM
Gezina M's update02 Feb 2018, 13:29
Reviewer Update
Hi, I tested the functionality again and as mentioned to Tshepo telephonically I distinctly recall that there was no reference number given after I submitted the form on the web. I will email him the necessary proof from today's test. Also it is a bit unfair that a client is requested to have proof of a web form submitted i.e. making a screen shot of it... Well, if I knew beforehand that my request wouldn't actually go through to MTN, I certainly would've made screenshots, but the saying goes "in hindsight...". Maybe MTN should take responsibility and ensure that their web functionality performs up to scratch instead of "pinning" the responsibility on their client - just a thought! It would be nice if an email can be sent to the user straight after a form request has been logged, for the client and (in hindsight of a complaint being logged) obviously MTN's comfort!
GM
Gezina M's updateReviewer Update
28 Feb 2018, 17:02Thank you Tshepo for taking responsibility and fixing this; also for agreeing and refunding the unpaid debit order fee amount to my bank account.
GM
Gezina M's update28 Feb 2018, 17:02
Reviewer Update
Thank you Tshepo for taking responsibility and fixing this; also for agreeing and refunding the unpaid debit order fee amount to my bank account.