Contract described by consultant was not the contract that I received
In November I saw a promotion online for an LG Q6, LG watch & you get 30GB data that is divided in 10 GB over 3 months. I specifically wanted the 30GB data that is divided by 10GB over 3 months as I needed extra data for my work to carry me through until Jan/Feb.
I was assisted by Shakira at Bayside Mall MTN, she confirmed that my 30GB's would be divided by 10GB's x 3 months. I got my phone and over the next days I did a balance enquiry, which stated that I have 30GB's that will expire the end of November 2017. I was baffled because that is not the contract that I wanted neither the contract that was explained to me, so I phoned 808 MTN customer care. I explained the problem to the consultant & she confirmed that the 30GB's would be devided in 10GB's over 3 months. I left it there.
Today 4 Dec 2017 I got an sms stating that my 30GB's has now expired and I would need to buy data. I was shocked and phoned Customer Care again 808. The Consultant told me that the contract was loaded incorrectly and that I'll have to go into Bayside Mall MTN so that they can fix it from their side as they cannot fix human error from their side.
I went into Bayside Mall MTN and was assisted by Shakira (the Consultant that sold me the contract). She told me that she's does many contracts daily and that she would not have said that the contract's 30GB would be split 10GB over 3 months if the contract didnt say so. I told her but that is the contract I wanted and that she confirmed it to me when I signed up for the contract and she needed to fix it.
I asked her to phone 808, she did but didnt mention anything that she was the one that sold the contract to me and that she gave me the incorrect information. She also said that MTN will not give my my data that I was promised by her and that all it will end up as is a he says she says scenario.
Now I specifically asked for the 30GB's divided by 10GB's data over 3 months, I didn't get it & Shakira & MTN just say sorry nothing I can do about it. This is not right & I need this rectified.
Thank you for your post,
We acknowledge the receipt of your complaint and apologise for any inconvenience experienced.
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.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
Mike Ramaboka
Complaints Management Team
Thank you for your post,
We acknowledge the receipt of your complaint and apologise for any inconvenience experienced.
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.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
Mike Ramaboka
Complaints Management Team
