Data contract query - Goind back and forth with no resolution.
I've logged the below request on the 14th of Dec 2018, on the MTN customer service website:
"I upgraded for a promotion on the 22/11/18 and was told I would receive 100GB day and 100 GB night, with promotional data (100GB day and night), in total 200GB day and 200GB night for R459 pm for the next 24mnts. However on the 12/12/18 I only received 50GB night and 50GB day. I did it over the phone, so if possible please listen to the call, because this is totally unfair and I only took the upgrade due to what was promised"
I remembered I was told that there was a problem with the promotion and that several customers complain about it, but up until today I'm still awaiting on the correct data to be processed and added every month, as I'm currently making the payment even though I'm not receiving the promised data.
I've been going back and forward with MTN regards to this, I've stopped calling and started sending email to have everything on record, but yet still noting from their side.
I'm highly disappointed in MTN's service regarding this matter!!!
Helpful (0)
Replies (11)0
Replies (11)
MTN South Africa's replyOfficial
24 Oct 2019, 12:35Thank you for your post.
We sincere apologized for any inconvenienced caused to you.
We have sent the complaint to the online department MTN Direct Telesales to assist with the recording to confirm what was offered in the package to you on the 22-11-2018.
We are waiting for feedback.
Kind Regards,
Alice van der Merwe
MTN
We sincere apologized for any inconvenienced caused to you.
We have sent the complaint to the online department MTN Direct Telesales to assist with the recording to confirm what was offered in the package to you on the 22-11-2018.
We are waiting for feedback.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
MTN South Africa's reply24 Oct 2019, 12:35
Official
Thank you for your post.
We sincere apologized for any inconvenienced caused to you.
We have sent the complaint to the online department MTN Direct Telesales to assist with the recording to confirm what was offered in the package to you on the 22-11-2018.
We are waiting for feedback.
Kind Regards,
Alice van der Merwe
MTN
We sincere apologized for any inconvenienced caused to you.
We have sent the complaint to the online department MTN Direct Telesales to assist with the recording to confirm what was offered in the package to you on the 22-11-2018.
We are waiting for feedback.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
's updateReviewer Update
24 Oct 2019, 14:22Thanks... I'll be waiting for feedback.
's update24 Oct 2019, 14:22
Reviewer Update
Thanks... I'll be waiting for feedback.
MTN South Africa's replyOfficial
24 Oct 2019, 14:52Thank you for your patience
We have received the voice recording.
The voice recording make statement of the following,
Client was offered:
50GB anytime + 50GB night time
promotional was also 50GB day and 50GB night @R469.00
We have logged the request with the billing department to see if the package was correctly captured to receive the correct data and promotional data.
We are waiting on feedback.
Kind Regards,
Alice van der Merwe
MTN
We have received the voice recording.
The voice recording make statement of the following,
Client was offered:
50GB anytime + 50GB night time
promotional was also 50GB day and 50GB night @R469.00
We have logged the request with the billing department to see if the package was correctly captured to receive the correct data and promotional data.
We are waiting on feedback.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
MTN South Africa's reply24 Oct 2019, 14:52
Official
Thank you for your patience
We have received the voice recording.
The voice recording make statement of the following,
Client was offered:
50GB anytime + 50GB night time
promotional was also 50GB day and 50GB night @R469.00
We have logged the request with the billing department to see if the package was correctly captured to receive the correct data and promotional data.
We are waiting on feedback.
Kind Regards,
Alice van der Merwe
MTN
We have received the voice recording.
The voice recording make statement of the following,
Client was offered:
50GB anytime + 50GB night time
promotional was also 50GB day and 50GB night @R469.00
We have logged the request with the billing department to see if the package was correctly captured to receive the correct data and promotional data.
We are waiting on feedback.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
's updateReviewer Update
24 Oct 2019, 16:09Can you please forward me that recording?
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's update24 Oct 2019, 16:09
Reviewer Update
Can you please forward me that recording?
***
***
MTN South Africa's replyOfficial
24 Oct 2019, 19:03Thank you for your patience,
The recording cannot be sent to a client this is for internal use only, we can only send it to a MTN shop nearby you for you to go and listen to the recording. Please confirm which MTN shop is close to for us you to make the arrangement with the store. Please confirm the date and time as well.
Data bundles corrected now.
The billing department has corrected the missing data. Next month you will receive the full data as per the agreement.
Due to the account not billed for the additional promotional data MTN cannot give you the lost data back.
We have assisted you with a goodwill credit of 50% for the data lost for 9 months, credit for R2110.54 will be added to the account in 3 days’ time and will be used against the MTN balance this amount cannot be refunded to your bank account. R469.01 x 9=R4221.09 divided by 2=R2110.54
Your reference number ***
Kind Regards,
Alice van der Merwe
MTN
The recording cannot be sent to a client this is for internal use only, we can only send it to a MTN shop nearby you for you to go and listen to the recording. Please confirm which MTN shop is close to for us you to make the arrangement with the store. Please confirm the date and time as well.
Data bundles corrected now.
The billing department has corrected the missing data. Next month you will receive the full data as per the agreement.
Due to the account not billed for the additional promotional data MTN cannot give you the lost data back.
We have assisted you with a goodwill credit of 50% for the data lost for 9 months, credit for R2110.54 will be added to the account in 3 days’ time and will be used against the MTN balance this amount cannot be refunded to your bank account. R469.01 x 9=R4221.09 divided by 2=R2110.54
Your reference number ***
Kind Regards,
Alice van der Merwe
MTN
Best regards,
MTN South Africa's reply24 Oct 2019, 19:03
Official
Thank you for your patience,
The recording cannot be sent to a client this is for internal use only, we can only send it to a MTN shop nearby you for you to go and listen to the recording. Please confirm which MTN shop is close to for us you to make the arrangement with the store. Please confirm the date and time as well.
Data bundles corrected now.
The billing department has corrected the missing data. Next month you will receive the full data as per the agreement.
Due to the account not billed for the additional promotional data MTN cannot give you the lost data back.
We have assisted you with a goodwill credit of 50% for the data lost for 9 months, credit for R2110.54 will be added to the account in 3 days’ time and will be used against the MTN balance this amount cannot be refunded to your bank account. R469.01 x 9=R4221.09 divided by 2=R2110.54
Your reference number ***
Kind Regards,
Alice van der Merwe
MTN
The recording cannot be sent to a client this is for internal use only, we can only send it to a MTN shop nearby you for you to go and listen to the recording. Please confirm which MTN shop is close to for us you to make the arrangement with the store. Please confirm the date and time as well.
Data bundles corrected now.
The billing department has corrected the missing data. Next month you will receive the full data as per the agreement.
Due to the account not billed for the additional promotional data MTN cannot give you the lost data back.
We have assisted you with a goodwill credit of 50% for the data lost for 9 months, credit for R2110.54 will be added to the account in 3 days’ time and will be used against the MTN balance this amount cannot be refunded to your bank account. R469.01 x 9=R4221.09 divided by 2=R2110.54
Your reference number ***
Kind Regards,
Alice van der Merwe
MTN
Best regards,
's updateReviewer Update
24 Oct 2019, 19:35It still doesn't make sense that the recording said 50GB.
I remember I've also received SMS's, as that was the main reason why I opted for the black Friday promotion. SMS's said it will be 100GB night and 100GB day - with promotional data of 100GB night and day.
I've also called in last year December (could be Jan 19) and apparently there was a problem with the promotion - but it was never rectified.
But nevertheless, kindly send the recording to the MTN store in Tygervally Mall. I will make a turn there this coming Saturday, round about 12pm.
Thanks also for getting back to me.
I remember I've also received SMS's, as that was the main reason why I opted for the black Friday promotion. SMS's said it will be 100GB night and 100GB day - with promotional data of 100GB night and day.
I've also called in last year December (could be Jan 19) and apparently there was a problem with the promotion - but it was never rectified.
But nevertheless, kindly send the recording to the MTN store in Tygervally Mall. I will make a turn there this coming Saturday, round about 12pm.
Thanks also for getting back to me.
's update24 Oct 2019, 19:35
Reviewer Update
It still doesn't make sense that the recording said 50GB.
I remember I've also received SMS's, as that was the main reason why I opted for the black Friday promotion. SMS's said it will be 100GB night and 100GB day - with promotional data of 100GB night and day.
I've also called in last year December (could be Jan 19) and apparently there was a problem with the promotion - but it was never rectified.
But nevertheless, kindly send the recording to the MTN store in Tygervally Mall. I will make a turn there this coming Saturday, round about 12pm.
Thanks also for getting back to me.
I remember I've also received SMS's, as that was the main reason why I opted for the black Friday promotion. SMS's said it will be 100GB night and 100GB day - with promotional data of 100GB night and day.
I've also called in last year December (could be Jan 19) and apparently there was a problem with the promotion - but it was never rectified.
But nevertheless, kindly send the recording to the MTN store in Tygervally Mall. I will make a turn there this coming Saturday, round about 12pm.
Thanks also for getting back to me.
MTN South Africa's replyOfficial
24 Oct 2019, 21:24Thank you for your reply,
There is 2 MTN stores in Tyger valley,
Shop 123,Tygervalley Centre, Willie van Schoor Avenue, Bellville
Shop UL600, Tygervalley Centre, Willie van Schoor Avenue, Bellville
The recording do make statement that the first SMS received was incorrect the agent did notify you regarding this.
The second SMS received was the correct information.
Please confirm which one to send the recording? We have to arrange with the sore.
Kind Regards
Alice van der Merwe,
There is 2 MTN stores in Tyger valley,
Shop 123,Tygervalley Centre, Willie van Schoor Avenue, Bellville
Shop UL600, Tygervalley Centre, Willie van Schoor Avenue, Bellville
The recording do make statement that the first SMS received was incorrect the agent did notify you regarding this.
The second SMS received was the correct information.
Please confirm which one to send the recording? We have to arrange with the sore.
Kind Regards
Alice van der Merwe,
Best regards,
MTN South Africa's reply24 Oct 2019, 21:24
Official
Thank you for your reply,
There is 2 MTN stores in Tyger valley,
Shop 123,Tygervalley Centre, Willie van Schoor Avenue, Bellville
Shop UL600, Tygervalley Centre, Willie van Schoor Avenue, Bellville
The recording do make statement that the first SMS received was incorrect the agent did notify you regarding this.
The second SMS received was the correct information.
Please confirm which one to send the recording? We have to arrange with the sore.
Kind Regards
Alice van der Merwe,
There is 2 MTN stores in Tyger valley,
Shop 123,Tygervalley Centre, Willie van Schoor Avenue, Bellville
Shop UL600, Tygervalley Centre, Willie van Schoor Avenue, Bellville
The recording do make statement that the first SMS received was incorrect the agent did notify you regarding this.
The second SMS received was the correct information.
Please confirm which one to send the recording? We have to arrange with the sore.
Kind Regards
Alice van der Merwe,
Best regards,
's updateReviewer Update
24 Oct 2019, 21:27Shop 123, in Tygervally Centre will do.
Thanks
Thanks
's update24 Oct 2019, 21:27
Reviewer Update
Shop 123, in Tygervally Centre will do.
Thanks
Thanks
MTN South Africa's replyOfficial
24 Oct 2019, 21:33Ok thank you we will arrange this tomorrow with the store and will give you confirmation who is the supervisor in charge on Saturday, when you go to the store you can asked for the supervisor and she will assist you with the listening of the recording.
Kind Regards,
Alice van der Merwe
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply24 Oct 2019, 21:33
Official
Ok thank you we will arrange this tomorrow with the store and will give you confirmation who is the supervisor in charge on Saturday, when you go to the store you can asked for the supervisor and she will assist you with the listening of the recording.
Kind Regards,
Alice van der Merwe
Kind Regards,
Alice van der Merwe
Best regards,
's updateReviewer Update
24 Oct 2019, 21:36All good...
Thanks
Thanks
's update24 Oct 2019, 21:36
Reviewer Update
All good...
Thanks
Thanks
MTN South Africa's replyOfficial
24 Oct 2019, 21:37Thank you and have great evening
Best regards,
MTN South Africa's reply24 Oct 2019, 21:37
Official
Thank you and have great evening
Best regards,