CUSTOMER SERVICE ... WHAT IS THAT???

Item: MTN South Africa
Rating: 1

Let me say from the outset that I have had an MTN contract for a number of years .. and have always had exceptional service from MTN! On 5 January 2016 I upgraded my Cell Phone Contract with MTN Eastgate, at the same time signing a short term insurance policy for the new cell phone and for the duration of the contract. Efficient Sales Consultant - all was well! UNTIL 21 APRIL 2017!! I was bumped from behind and dropped my phone - smashed screen, camera broken, some voice features not working. I am a Property Professional - MY CUSTOMER SERVICE GUARANTEE IS 24/7! But no problem, right? I have insurance! On 22 April 2017 I went into MTN Greenstone to report the accident. Again, a very efficient Consultant assisted me, wrote up the claim, which we duly signed, and it was immediately e-mailed to the insurance company. I was assured that I would be contacted within 10 days, given that the Easter Weekend was coming up. Fair. On 8 May, still waiting for a consultant to contact me (gave them time for ALL the holidays over this period), I called the number on the Claim Form. This is Pinnacle Marketing - MTN's insurance company. I waited on the line for more than 30 minutes (all the while the automated message telling me how they were committed to 'keeping me connected' - I assume by having a useful cell phone and not on their customer line), I spoke to a consultant, who told me they have no record of my Insurance Policy, but that they are newly appointed by MTN, and are still trying to sort out the 'MANY' policies, that were never carried over from the previous insurance company. WARNING LIGHT!! She requested that I send all my documents to her for processing (to her direct email).- cell phone contract and insurance policy, and she would come back to me . I did this immediately. On the afternoon of 9 May 2017, after no feedback, I again phoned Pinnacle, again wated for more than 30 minutes ... all the while listening to the garbage of how committed they are to customer service! When I asked why I had no feedback, I was told that the document was too big for them to open??? and please could I send it in smaller parts. And I was given her direct email to copy in (so nowdocument was emailed to 2 direct emails). I would surely be given feedback..... On 10 MAY 2017, I emailed requesting feedback, only to be told - (this is a copy of the email) ... Acceptable after all this time??? I don't think so! "Good day Theresa Thank you for the enclosed documents. This email servers as confirmation that your documents was received and submitted to the relevant department for the policy to be loaded. A new team has taken over the MTN insurance department to improve on service levels. We apologise that you have not received assistance from the previous team, We only took over on the 05/12/2016 and are trying to resolve all delays and disputes which have piled up from the previous claims team. Please note that loading of an insurance policy will not be immediate as there is a process that needs to be followed to ensure that the policy is captured correctly. Once I received confirmation that the policy has been loaded, the claim will be registered and submitted to the Underwriter for processing." I was then told that my claim was not valid, as the policy was only loaded on the system on 10 May 2017 and my claim was from 21 April 2017. REALLY???? THIS IS UTTER AND DOWNRIGHT INCOMPETENCE!!!! I waited for feedback,,,, and waited. ... and waited.... 23 MAY 2017 ... I AGAIN phoned to follow up ... only to b e told that myclaim had been declined due to lack of payment!!! Every time I phoned I requested to speak to a Supervisor/Manager, and was always told they were "busy" and would call me back ..... AGAIN, REALLY??? In what Century?? I advised the consultant that I hoped the call was recorded, because I wanted it on record that if I had no response by 4.30pm yesterday 23 May 2017, I would write to HelloPeter as well as report this matter to the Ombudsman. I was given a fictitious name, as on calling back I was told that no-one by that name worked there. 1. This amount was included in my monthly contract as assured to me by the Sales Consultant at Eastgate on 5 January 2016. 2. If (hypothetically speaking), this payment was somehow not paid (by MTN to insurance directly), why was I not told immediately? 2 February 2016?? 3. Why did I have to phone in for feedback, and finally to be told that my claim was invalid due to lack of payment? 4. IF A SERVICE PROVIDER CHANGED DURING THE CONTRACT PERIOD, WHY WAS I NOT INFORMED AND A NEW POLICY DRAWN UP AND SIGNED? I re-iterate ... I am a Property Practitioner, I know and understand customer service .... YOU HAVE MOST DEFINITELY NOT DELIVERED!! NOT EVEN CLOSE!! My phone is now almost inoperable, and I am losing business daily! I was very happy with a repaired phone, as I love my Samsung. Now - I want my phone replaced!! not repaired!! and not next month, or next week, NOW! This is the first time I have had to resort to HelloPeter, and I did it after much thought. A decision not taken lightly, however, you have left me no alternative. Tomorrow morning, 25 May 2017, I WILL be phoning the Ombudsman. I have all the names of the various Sales Consultants and Call Centre Operators I have dealt with.

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