Days for Data
<p>Hello Everyone,</p> <p>I requested for 2 gigs of data on Thursday 05/01/2017, till now no data has been loaded EVEN after speaking to numerous agents and a Team Leader ,there is no urgency at all on this matter even though I am constantly advising Mtn that I have no data and all they can say is "We apologise for the inconvenience".I just called the Call Centre now I need to wait till Monday as they cannot rectify this as the billing department only works Monday -Friday and they have already billed me for this.</p> <p>How will I be conpensated for the days I was inconvenienced?</p> <p> </p> <p>The best part of this ,is that I called the Cancellations department and told the agent that I wanted to cancel he didnt even ask me what was my reason for cancelling or show any attempt to retain me as a customer,all he said was what process needs to be followed and gave me the email address for cancellations.</p> <p> </p> <p>The first thing you do when a customer wants to cancel is try to understand the issue and try to retain them.</p> <p> </p> <p>Very Disappointed </p> <p>Yvette Naidoo</p> <p> ********** 910</p>
Helpful (0)
Replies (3)0
Replies (3)'s updateReviewer Update
12 Jan 2017, 15:23STILL NO RESPONSE FROM MTN AFTER 4 DAYS.............PATHETIC
's update12 Jan 2017, 15:23
Reviewer Update
STILL NO RESPONSE FROM MTN AFTER 4 DAYS.............PATHETIC
's updateReviewer Update
13 Jan 2017, 13:35Still nothing
's update13 Jan 2017, 13:35
Reviewer Update
Still nothing
MTN South Africa's replyOfficial
24 Jan 2017, 13:34Good day Yvonne,
Thank you for your post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
We have noticed that this query has been resolved and your 2GB was provisioned on 2017-01-13.
We would also like to thank you for bringing the matter pertaining to the Retentions department to our attention. This will be escalated accordingly to the Retentions management fro their urgent attention as all the agents in the department are trained in retaining customers that want to cancel. The normal process is to first establish the reason for cancellation and then based on that try different options to retain the particular customer.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
REQ:***
Best regards,
MTN South Africa's reply24 Jan 2017, 13:34
Official
Good day Yvonne,
Thank you for your post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
We have noticed that this query has been resolved and your 2GB was provisioned on 2017-01-13.
We would also like to thank you for bringing the matter pertaining to the Retentions department to our attention. This will be escalated accordingly to the Retentions management fro their urgent attention as all the agents in the department are trained in retaining customers that want to cancel. The normal process is to first establish the reason for cancellation and then based on that try different options to retain the particular customer.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
REQ:***
Best regards,