TM
Tholang M
1 reviews | Active since Jul 2016
14 Jul 2016, 10:08
CONTRACT NOT CLOSED
<p>I was on MTN contract and lost my phone, I requested to blacklist the phone and that was done, but stopped paying the account monthly as I should have as I had financial problems and could not negotiate with them further as I've done so for a few months. As a result my account was in arrears, so I called in and told them that I wanted to close my contract account, they advised me that I needed to first pay up the entire settlement amount in order to have my account closed.</p> <p> I then did that, paid the entire amount at my nearest MTN store and send them a request to please unlock my account, as it was locked temporarily, and close the account. I sent an email to the MTN legal department as I was told by the assistant, and have not had any response from them at all. I did not follow up with this as I thought I had paid my dues and all was well and dusted. I then started getting billing invoices from MTN every month and wondered why, only to find out that they have not closed my account. I travel for a profession and so it was very difficult for me to have to then re-visit their MTN stores again, who would further send me through to the legal department which did not even reply.</p> <p>I made the MTN store aware of this and they said the only thing they can do is escalate this to legal, who rep**** to their enquiry after 2-3 weeks saying I should personally call them, when I did, I could not go through. I sent an email with proof that I had send them an email detailing out that I wanted to have my account closed and it seems not to be the case and as a result they are flagging me as a bad payer to the credit bureau. I can’t even get any financial assistance from banks due to this and my credit name is being dragged in the mud.</p> <p>I am very disappointed and I want MTN to assist me by first clearing up my name with the credit bureau and also clear off this amount accrued from them not closing my account after I had stated clearly that I wanted it closed.</p> <p>The number I am even billed on I am not even using and when I visited the MTN store it was confirmed that there was no activity of calls or any usage of this number. I am coming here as my last resort because I am tired of trying to reach out to MTN who wouldn’t even respond.</p> <p> </p> <p> </p> <p> </p> <p> </p>
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Replies (2)
MTN South Africa's replyOfficial
14 Jul 2016, 18:41Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter has been escalated to the relevant functional unit for further assistance.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ: **********
Best regards,
MTN South Africa's reply14 Jul 2016, 18:41
Official
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter has been escalated to the relevant functional unit for further assistance.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ: **********
Best regards,
TM
Tholang M's updateReviewer Update
25 Jul 2016, 07:00An MTN consultant by the name Jack Phiri called me a day or two after I wrote my review here and I explained exactly what I wrote here to him, he confirmed that he saw the written proof of request I had sent to MTN legal department to cancel and close the account, he then said he would escalate the matter and I asked him to copy me on the mail. He copied me on his mail, which had no full description of the matter herein, 3 days passed and I sent him an email asking when I should be expecting a response from him.
To date I have not heard anything from him, instead a lady by the name Nonhlanhla Hadebe called me, whom I had first received an email from her, responding to my query I sent to the legal department, asking me for my account number or contract number, and after provision of the contract number still did not get any reply via email from her, hence opted to write this review, this very lady called me a day or two after I had spoken to Jack Phiri, asking me what the matter was, which was baffling as my email query she responded to at first, had all these details, hence she even asked for my contract number, so to this I responded that I had received a call from Jack Phiri whom I had explained the matter to telephonically and he copied me on the email where he was escalating the matter further. We then concluded our conversation.
I had a conversation with Jack Phiri on July 15th which was the day he was escalating the matter via email, 3 days after this, which was 18th July I sent him an email on the very email he used to escalate the matter, asking him when I should expect a response, to which he did not respond.
Last week Friday, July 22nd, I received a call from another MTN consultant, telling me that she had seen my query and “how can she help”. I explained to her that I had already explained this matter to two consultants, now I’m really tired of explaining the same thing, especially since my written query sent initially states every detail of the matter. I told her that it was ok, that I was willing to explain this AGAIN to her, but I was getting into a lift and losing network reception, so asked her to call me back in 5 minutes so we can have that conversation and she did not call back.
I cannot keep explaining the same thing to different people who won’t even assist me!!!
I am using this platform as it seems to be the only language which MTN understands. Initially I tried phoning and emailing and that did not seem to work. If anyone from MTN chooses to contact me TODAY, please use my email as my primary point of contact as I left my phone at home.
I would like MTN to give me substantial feedback and way forward on this matter and need it to be solved as soon as possible.
Sincerely
Disgruntled customer.
TM
Tholang M's update25 Jul 2016, 07:00
Reviewer Update
An MTN consultant by the name Jack Phiri called me a day or two after I wrote my review here and I explained exactly what I wrote here to him, he confirmed that he saw the written proof of request I had sent to MTN legal department to cancel and close the account, he then said he would escalate the matter and I asked him to copy me on the mail. He copied me on his mail, which had no full description of the matter herein, 3 days passed and I sent him an email asking when I should be expecting a response from him.
To date I have not heard anything from him, instead a lady by the name Nonhlanhla Hadebe called me, whom I had first received an email from her, responding to my query I sent to the legal department, asking me for my account number or contract number, and after provision of the contract number still did not get any reply via email from her, hence opted to write this review, this very lady called me a day or two after I had spoken to Jack Phiri, asking me what the matter was, which was baffling as my email query she responded to at first, had all these details, hence she even asked for my contract number, so to this I responded that I had received a call from Jack Phiri whom I had explained the matter to telephonically and he copied me on the email where he was escalating the matter further. We then concluded our conversation.
I had a conversation with Jack Phiri on July 15th which was the day he was escalating the matter via email, 3 days after this, which was 18th July I sent him an email on the very email he used to escalate the matter, asking him when I should expect a response, to which he did not respond.
Last week Friday, July 22nd, I received a call from another MTN consultant, telling me that she had seen my query and “how can she help”. I explained to her that I had already explained this matter to two consultants, now I’m really tired of explaining the same thing, especially since my written query sent initially states every detail of the matter. I told her that it was ok, that I was willing to explain this AGAIN to her, but I was getting into a lift and losing network reception, so asked her to call me back in 5 minutes so we can have that conversation and she did not call back.
I cannot keep explaining the same thing to different people who won’t even assist me!!!
I am using this platform as it seems to be the only language which MTN understands. Initially I tried phoning and emailing and that did not seem to work. If anyone from MTN chooses to contact me TODAY, please use my email as my primary point of contact as I left my phone at home.
I would like MTN to give me substantial feedback and way forward on this matter and need it to be solved as soon as possible.
Sincerely
Disgruntled customer.