Hellopeter
Share Your Experience

1 reviews | Active since May 2016

19 May 2016, 08:42

Customers not taken seriously

<p>MTN and the insurance department</p> <p>I am running out of options as I cannot get through to consultants telephonically hence I opted to go the email route.</p> <p>MTN does not bother on giving feedback on a query I sent via email 2 weeks ago. When calling I have to hold the line for an hour waiting for a consultant or the phone just cuts me off. Altechautopage moved us to MTN and this is the first impression we get.</p>

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Replies (2)
MTN South Africa
MTN South Africa's reply23 May 2016, 20:30
Official

Thank you for your post.

We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.

We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.

We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.

warm regards

mike

REQ:***

's update14 Jun 2016, 14:51
Reviewer Update

Good day Mike

I did get a response from MTN insurance the same day of posting this. However, I haven't received any assistance or feedback regarding this query. Please see below the communication between myself and MTN SA facebook admin.

Hi Tyrone,

Thank you for your response and for clarifying. As per records you did log the very same query on Hellopeter and an escalation was done on the 23-05-2016 to the Insurance Team. The Team advised that you were assisted the very same day .

Please go into details as to what we can assist you wit so we can communicate with the team again.

Regards,

Thembi

MTN Social Media Team

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Hi Thembi, yes I did get a response that same day, after waiting for almost 3 weeks. It was an email with an insurance claim form attached that I had to complete, of which I completed and sent back together with an affidavit and police report(case number) to ********** That was the last time I heard from MTN insurance regarding my query. Do I have to wait another month until I opt for Hellopeter again? Your assistance is genuinely appreciated. Thank you, I will be patiently awaiting your response. Kind regards, Tyrone Mmuso Motlhale

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Jun 6th, 2:34pm
Hi Tyrone Mmuso Motlhale

Kindly advise when you sent your docs and claim form?

Regards

Ncikazi

MTN Social Media Team

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Monday 2016/05/23 16:57

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Jun 6th, 6:24pm
We will do a follow up for you tomorrow

Regards

Ncikazi

MTN Social Media Team

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Jun 7th, 8:46am
Thank you

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Wed 5:01pm
Hi Tyrone Mmuso Motlhale

Kindly note that I have sent the matter to the Supervisory Team and will touch base with feedback

Regards
Ncikazi
MTN Social Media Team

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Thu 12:24pm
Thank you

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Pleasure

Regards

Ncikazi

MTN Social Media Team

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Mon 2:23pm
Good day, this is to follow up if there's any news regarding my query? kind regards

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Mon 6:41pm
Hi Tyrone Mmuso Motlhale

Please note I haven't received any feedback on my side

I will advise once I have been updated

Regards

Ncikazi

MTN Social Media Team