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Annette E

1 reviews | Active since Jul 2011

05 Oct 2017, 12:42

Disrespect and lack of customer service.

My issue with MTN involves total disrespect and lack of customer service, the Rand amount is paltry however it is the principle that is in dispute. They charged me the bank charges for a returned debit order in May when in fact it was their error which I’m sure they inadvertently acknowledged in an email, I asked them to credit my account with the amount involved. I have been communicating with various customer service departments since June. For the first two months they sent me sms confirmation that the issue has been resolved…. It has not as they have not credited my account, my emails since then have been ignored, not even the courtesy of a reply. It appears that one department does no know what the other is doing and I should not have to pay for their error .I am a pensioner and have taken the cheapest contract for good reason, this is the 2nd time this has happened to me. The Departments involved are ********** ********** ********** ********** I would like a response so that I can relay the 13 very lenghly communications I have had with these departments with no resolution. They end their emails l …..“We look forward to being of service to you in the future” well to date theyhave not been of service to me at all.

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Replies (1)
AE
Annette E's update01 Dec 2017, 12:09
Reviewer Update
I can no longer view the response but luckily kept a copy ."Official private business reply" Dear Annette, Thank you for the post. At MTN, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that I am very sorry. Kindly note we have credited your MTN Account for 3 months subscription as goodwill gesture for the inconvenience caused. The total credit amount is R117.00 incl VAT. Your balance will be updated within 24 hours. Let me assure you that we highly value your time and our business relationship. We will strive to ensure that this error is not repeated in the future. I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process. Should you need help in the future, please do not hesitate to contact me directly, and I will be very happy to assist you. Warm regards, Willem Jnr Loots I have not been able to contact this person the call centre do not have a record of a number and the email i was given bounced back, so here goes , I have not been able to establish if or where the amount of R117 i.e. 3 months subscription, has been credited to my account, you also advise that my balance will be updated within 24 hours. The email I received from hellopeter with your response was on Mon 2017/10/16 12:08 PM I have now given it way longer than 24 hours and my bank statements indicate that the monthly amount of R39 is still being deducted and after checking with the call centre on 808 they have confirmed that they cannot trace a credit anywhere on my account.