1 reviews | Active since Jul 2011
Customer service so bad it's laughable
Over the last few months I had to interact with MTN customer service on a number of issues. In the first of these I informed them that I wish to terminate my contract in July (Ref no. ***). Yet, despite the early e-mail I had to phone 4 times to get my service transfer to prepaid. In the second instance I sent a query related to my cracked LCD screen in May (Ref no. ***8). Although receipt of my query was acknowledged, my query was never answered (I'm still waiting). Lastly, I queried the fact that I am invoiced for a handset (H/W fee) way beyond the 24-month period, which ended in April. I spoke with 3 different consultant, who failed to grasp my complaint. Hence I sent an e-mail on 1 July (Ref no. ***4). Yesterday (28/7) I finally got a response back
We are truly sorry for the inconvenience caused and for the breakdown in service. It was never our to have dissatisfied you in any way.
We can confirm that your number has been migrated to prepaid and ported out to a new service provider, essentially your contract has been cancelled. However there is an amount of R193.71 outstanding for usage from the 22nd of June 2015 up until the 21st of July 2015.
The issue relating to your cracked LCD should have been taken to the store for the device to be booked in for a repair. A quote could only have been done by a technician at our warehouse after a full assessment was done.
Kindly note that the hardware fees was basically the installment for the handset. The full amount of the handset has been set out over a period of 24 months and was payable up until the end of the contract term (24 months).
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the inconvenience caused and for the breakdown in service. It was never our to have dissatisfied you in any way.
We can confirm that your number has been migrated to prepaid and ported out to a new service provider, essentially your contract has been cancelled. However there is an amount of R193.71 outstanding for usage from the 22nd of June 2015 up until the 21st of July 2015.
The issue relating to your cracked LCD should have been taken to the store for the device to be booked in for a repair. A quote could only have been done by a technician at our warehouse after a full assessment was done.
Kindly note that the hardware fees was basically the installment for the handset. The full amount of the handset has been set out over a period of 24 months and was payable up until the end of the contract term (24 months).
Regards
Tim
MTN Complaints Management Team: REQ:***