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1 reviews | Active since Mar 2013

04 Oct 2017, 21:02

disgusting customer service

I was due for an upgrade a month or so ago but I wanted to take out a laptop than they said it's out of stock at the time and so I waited. I went in again last week than the lady connected me with Mark from Tygervalley store where there was a lapto available. I emailed Mark to ask him what documents I should bring Saturday afternoon. when I got to Tygervalley store he was busy with another client and said I should give him 10min...of which I did. Another lady insisted on helping as Mark said everything would be straight forward. The lady never asked me if I had a payslip or bank statements. She said she's going to check if I qualify for the laptop. Thereafter, she said I do not qualify for a 24 month contract with mtn. Ive been a loyal customer for years and never missed a debit order. It's very funny that all the other networks said I qualify for a 24month contract for a laptop Thats available immediately. Cell c, Vodacom and telkom. Now I'm not sure if she used my previous salary income from years ago when I opened my account but what disgusting service. I will make sure that my entire family cancels their contracts with mtn and go with another network. I had to drive all the way to Tygervally where if Mark had mentioned on the emails when we were communicating, that he must first do a credit check because it doesn't take even a grade R student to think that maybe my salary income has changed since than. Very disappointed.

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Replies (3)
MTN South Africa
MTN South Africa's reply12 Oct 2017, 11:11
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

We sincere apology for the service received from the store for Mark not to notify you that a vetting check need to be done before the upgrade will be approved.

We do pick up that the contract was cancelled and cell number *** converted to prepaid.

Kind Regards,

Alice van der Merwe

MTN Complaints Analyst

Best regards,

's update12 Oct 2017, 21:29
Reviewer Update
I'm sorry Alice but you say you pick up that my cellphone number was converted to pre-paid? Where is this confirmation of cancellation that I requested to be emailed to me two weeks ago. I have a long list of consultants and managers that this has been escalated to but still no confirmation. Instead I'm told to email customer care or retention....of which I have and also have on record your red numbers. Now once again, out of my busy day I. phoned 173 and I was told that my number is still contract. I than spoke with Noluthando and Zanele today from billing department in Durban. The manager senzo Mtethwa has not responded to my request as I'm assuming I was given an incorrect email address by your consultant....listen to your calls as they are recorded right. Narisha from Kzn is still escalating this since last week but to no avail.
's update12 Oct 2017, 21:34
Reviewer Update
Now again. As requested numerous times. I want confirmation via my email of cancellation from the 02.10.2017 as when I initially called in that day and I do not want any of your data, sms or minutes because I cancelled my contract on purpose with mtn and lastly.....no monies will be deducted on my bank account by mtn. I don't see why cancelling a contract could be such rocket science.