JS
J S
1 reviews | Active since Oct 2018
30 Oct 2018, 19:42
DISGUSTED MTN.
MTN
17/10/18 I received a call from MTN's upgrade call centre. They offered me a great deal if I chose to renew and upgrade with them for another 2 year contract.
Ref: ********** 4* **********
I have been a loyal customer to MTN for over 12 years. Bearing in mind that MTN is actually a Zimbabwean owned franchise and I myself and a Zimbabwean. (Highly let down and disappointed)
Whilst agreeing to all the terms and conditions I specifically state that I need my handset to be delivered to my WORK address, logically people are at work during the day. Upgraded successfully and receives my sms to welcome me, with my fav tracking pin. I only recieved approval and confirmational SMSs on the 21st.
9Am DSV then calls me to arrange delivery. They ask for my ID,details and ref,to confirm the address they were given to deliver to. SURPRISE!! The MTN agent who signed me up gave DSV my home address for delivery.. When I specifically gave my work address. They cannot help me and they need MTN to confirm change of address for the delivery. Very irate I ask for a manager and seem to be transfered stop several other consultants. Eventually I spoke to Candice @DSV who tells me she will need MTN to confirm change of address and I will need to call them myself.
I call MTN and get transferred through to millions of people who cannot give me a manager . Eventually I google head office number ********** I reach the switchboard and speak to Thandeka. Who transfers me to Lunga who was meant to be a manager. But is a consultant in the delivery section who checks progress. He also tells me that I must call DSV myself . However DSV has told me to call MTN. Ref: ********** 22.
Call again and am transfered to the kwadrant department who I am told is responsible and sales is responsible for the mistake made. ********** .
No response so I call again. I speak to Mdu who is in sales and the MTN department who made the mistake of wrong address. SURPRISE!!!He hung up on me!!!!
I call again. I speak to Zinhle who transfers me to the person who upgraded me. Which it was not . Extremely livid at this point as I am at work. I demand a manager. She transfers me to a lady called Marlene who is a supervisor
Marlene hears my issue and sympathizes with me as they are trained to do. She is disgusted in the customer service and takes down notes. She will call DSV and sort it out and get back to me. Ref: ********** 02. 12:31 pm
2pm. No response back.
I call head office back and I am transferred to a Melany Moodley who is in the Hillcrest Christian branch for deliveries . NOT MELANY. She is shocked. I have been hung up on and placed on hold so many times. I was told to call head office and **** to that the number I was calling was actually not MTN just to get me off the phone !! She will call head office and get someone to call me . I had app**** for a half day at work and now had to cancel as I was assured my phone will be deliveres to me as it is a simple problem to fix on their part.
2pm ashmin - HUNG UP. Nontobekho - transfer me to a manager - transfered to Anele a consultant who actually read the notes .hold for a manager. Lies to get me off the phone saying the number I am calling is not head office. Melany is on lunch all afternoon and the other manager doesn't want to take my call. Eventually she took my number down .
MY AIRTIME HAS BEEN EXHAUSTED !!!!!! ON A MISTAKE MADE BY MTN. WHICH I WILL NOT GET PROFTESS FROM IR REIMBURSED FOR.
3pm called the direct store and spoke to Sandra. Who deals with these complaints. ********** . Transfers me to nqobile who says I can only complain via email she doesn't need to hear . I demand for a manager and I will hold as I have been since 9am. Eventually taken off hold and I insist to cancel my upgrade. She very quickly ENCOURAGES me to cancel.
I received my cancellation sms and I am over it.
3:30om Melany Hillcrest calls. She insists to leave the matter with her even though I cancelled she will be at work tomorrow and will sort this out. She sends me airtime to compensate my own spent via call centres.
Friday 26th.
Lukisha ***-1 calls me. She will arrange delivery today as I leave work at 2pm. If I do not receive it by 2pm she will ensure it delivered to my home address before the end of work. She will call me back after arrangements are made.
11am Lukisha - DSV has been instructed to deliver to my work before 2pm.
13:09 pm DSV sms ref: ********** 4* ********** sms states that DSV has been trying to contact me for delivery . NO CALL HAS BEEN RECEIVED FROM DSV SINCE THE MORNING OF THE 21ST. I HAVE BEEN SITTING WITH MY PHONE GLUED TO ME SINCE THEY WERE DUE TO DELIVER ON THE 21ST.
I call DSV with the number to query sent in the sms ********** 774. Hold for a manager. I speak to a lady who says that the delivery has passed as nobody has answered when they call. Now I am furious. I have cameras at my work and NO DSV has even passed by. I demanded that a manager comes here and sees my call and sms log and brings me my phone. I am hung up on yet again.
And so I leave work without my phone again.
Saturday I am called by Melany who says she believes Lukisha from the head office contacted me and sorted things out. I told h r that I was promised my delivery and still u haven't received it. Please continu with the cancellation and I don't want my MTN number I do not want anything to do with MTN anymore.
I chose to let my contract expires as it was not worth the hassle. I gave MTN the benefit of the doubt and yet again I have been let down and disrespected by the call centre and HEAD OFFICE JHB STAFF. its disgusting to see that you have fallen into that cellular provider which people talk badly about and there is nothing that you are able to assist unhappy clients with.
Feel free to check my logs and the calls I have made all day everyday over three days.
You have great sales people who close you hard and offer you a deal that benefits you and they shine it up and that feels great. Everyone wants to feel nice about a new toy. But the important part as a customer service provider si actually being able to deliver on your word and promise.
30/10/18
NO DELIEVRY. NO FEEDBACK. NO CUSTOEMR CARE OR MANAGEMENT.
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Replies (2)
MTN South Africa's replyOfficial
31 Oct 2018, 09:38Thank you for your post.
We sincere apologized for any inconvenience incurred.
Thank you for your time on line.
Cell ***:
DSV delivery confirmed they have called you a few times for confirmation of the time and delivery date at your work place address, as per DSV they could not get hold of you. the agent of DSV confirmed this morning on line that the parcel was delivered to you yesterday on the 30th of October but you refused the face to face delivery.
You have informed me that DSV did not visited your premises yesterday for delivery..
I have contacted the Manager of DSV he confirmed the device was not delivered to you due to contact phase failed to get hold of you and request was for the parcel to be returned back to MTN Warehouse in Midrand.
The DSV manager is busy looking into the request for the parcel not to be returned to Midrand but to DSV for re-delivery.
He will give me feedback later in the day with a outcome for the delivery to you. DSV has confirmed the following:
Good day Alice
I trust you are well
Thank you for raising the below to us
I can see this parcel was returned to Johannesburg yesterday, I am in the process of locating this with my Warehouse team, as soon as we locate this and send it back to Durban we will make special arrangements to have this delivered to the client immediately
I do apologise for the inconvenience caused
Kindy note I am also investigating what occurred with this parcel.
Kind regards
Semeshnee Munusamy
Sales Assistant / Coordinator, Key Accounts
DSV
We will pass a 1 month goodwill credit to the account for the promo fee, due to device not as yet received. The new upgrade fee is not as yet billed.
Once DSV confirmed the device is delivered to you the credit will be done to the account.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply31 Oct 2018, 09:38
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Thank you for your time on line.
Cell ***:
DSV delivery confirmed they have called you a few times for confirmation of the time and delivery date at your work place address, as per DSV they could not get hold of you. the agent of DSV confirmed this morning on line that the parcel was delivered to you yesterday on the 30th of October but you refused the face to face delivery.
You have informed me that DSV did not visited your premises yesterday for delivery..
I have contacted the Manager of DSV he confirmed the device was not delivered to you due to contact phase failed to get hold of you and request was for the parcel to be returned back to MTN Warehouse in Midrand.
The DSV manager is busy looking into the request for the parcel not to be returned to Midrand but to DSV for re-delivery.
He will give me feedback later in the day with a outcome for the delivery to you. DSV has confirmed the following:
Good day Alice
I trust you are well
Thank you for raising the below to us
I can see this parcel was returned to Johannesburg yesterday, I am in the process of locating this with my Warehouse team, as soon as we locate this and send it back to Durban we will make special arrangements to have this delivered to the client immediately
I do apologise for the inconvenience caused
Kindy note I am also investigating what occurred with this parcel.
Kind regards
Semeshnee Munusamy
Sales Assistant / Coordinator, Key Accounts
DSV
We will pass a 1 month goodwill credit to the account for the promo fee, due to device not as yet received. The new upgrade fee is not as yet billed.
Once DSV confirmed the device is delivered to you the credit will be done to the account.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
JS
J S's updateReviewer Update
28 Jan 2019, 14:38SHOCKING FOLLOW UP ON MY PREVIOUS MTN POST.
After all the hardship and troubles mtn and dsv caused when I upgraded I expected senior people to pull their socks up.
I was so wrong - Assumptions assumptions!!
I never received an mtn statement for two months via sms or email.
So I went to pay insatore and they could not access my account for some reason.
So I paid the amount I was given upon upgrade as advised by the assistant.
Iater I received an sms stating that I have exceeded my credit, however I have my credit set at R0.00.
I go into another branch and I am told they cannot tell me what is going on they cannot take my money and cannot say how much I need to pay. How ridiculous.
28/01 @ 12:17
Called 808 to query what is going on.
I am told that I have my limit set at R0. 00 and it must have been an error.
I am told what my account to be paid is and what it was for.
THEY HAVE BILLED ME FOR INSURANCE WHIXH I DID NOT ASK FOR OR AGREE TO, WHEN I UPGRADED VIA CALL CENTRE I SPECIFICALLY SAID NO INSURANCE.
Lets not forget that all the previous issues where because wod this agent who upgraded me!
The consultant lays a clai. And provides me a ref number. She says I didn't receive ayatemtn as the details on the account have not been set. However I set my Ema and all details when I upgraded.
MTN are quick to send an sms when you have to pay or when your balance is exceeded it seems, but they at eincapable of sending a mms to the cell number in question as they usually do? Very strange.
Ref:1- ********** 3506.
@12:30 sms received with ref saying claim had been made.
@13:14 sms received to say the claim has been resolved??
********** call 808 to query what has been resolved a s nobody has contacted me to investigate or to tell me the outcome.
I am told to call insurance dep, I tell the consultant again tee the sms said It ha sbeen resolved so I am calling to find out the outcome. She tells me the sms said to call insurance when It did not. Mtn should be calling their insurance dep and the call center and agent responsible as it is an internal error, not the customer to get the run around Again!
I take the number down and I thank her.
Ref: ********** 52
I am beyond disappointed having been a customer for 12 years with mtn.
I want nothing to do with them, I don't want to keep my number and in fact they can take the phone back and pay me my money back since I have had disgusting customer service for the day I upgraded via their poorly trained call center agents.
Totally unfair and unacceptable that I have ha such a bad experience and this upgrade is new.
I didn't want to upgrade with mtn however I did and I must say I deeply regret it.
Nothing but a hard time and BAD call CENTRE consultants.
Guy's trust your gut and never sign up for things via these call center agents, I was fooled that it would be different with mtn but I was very wrong.
JS
J S's update28 Jan 2019, 14:38
Reviewer Update
SHOCKING FOLLOW UP ON MY PREVIOUS MTN POST.
After all the hardship and troubles mtn and dsv caused when I upgraded I expected senior people to pull their socks up.
I was so wrong - Assumptions assumptions!!
I never received an mtn statement for two months via sms or email.
So I went to pay insatore and they could not access my account for some reason.
So I paid the amount I was given upon upgrade as advised by the assistant.
Iater I received an sms stating that I have exceeded my credit, however I have my credit set at R0.00.
I go into another branch and I am told they cannot tell me what is going on they cannot take my money and cannot say how much I need to pay. How ridiculous.
28/01 @ 12:17
Called 808 to query what is going on.
I am told that I have my limit set at R0. 00 and it must have been an error.
I am told what my account to be paid is and what it was for.
THEY HAVE BILLED ME FOR INSURANCE WHIXH I DID NOT ASK FOR OR AGREE TO, WHEN I UPGRADED VIA CALL CENTRE I SPECIFICALLY SAID NO INSURANCE.
Lets not forget that all the previous issues where because wod this agent who upgraded me!
The consultant lays a clai. And provides me a ref number. She says I didn't receive ayatemtn as the details on the account have not been set. However I set my Ema and all details when I upgraded.
MTN are quick to send an sms when you have to pay or when your balance is exceeded it seems, but they at eincapable of sending a mms to the cell number in question as they usually do? Very strange.
Ref:1- ********** 3506.
@12:30 sms received with ref saying claim had been made.
@13:14 sms received to say the claim has been resolved??
********** call 808 to query what has been resolved a s nobody has contacted me to investigate or to tell me the outcome.
I am told to call insurance dep, I tell the consultant again tee the sms said It ha sbeen resolved so I am calling to find out the outcome. She tells me the sms said to call insurance when It did not. Mtn should be calling their insurance dep and the call center and agent responsible as it is an internal error, not the customer to get the run around Again!
I take the number down and I thank her.
Ref: ********** 52
I am beyond disappointed having been a customer for 12 years with mtn.
I want nothing to do with them, I don't want to keep my number and in fact they can take the phone back and pay me my money back since I have had disgusting customer service for the day I upgraded via their poorly trained call center agents.
Totally unfair and unacceptable that I have ha such a bad experience and this upgrade is new.
I didn't want to upgrade with mtn however I did and I must say I deeply regret it.
Nothing but a hard time and BAD call CENTRE consultants.
Guy's trust your gut and never sign up for things via these call center agents, I was fooled that it would be different with mtn but I was very wrong.