DISSAPOINTMENT IN MTN SOUTH AFRICA

MTN Repairs is disappointing. Underneath is my communication with MTN repairs department. They are giving no solutions to my problem. I have booked my cellphone in for repairs on the 6th of February 2020. They said at the store were I booked the phone in it will take up to 3 weeks, after the almost 4 weeks I went back just to find out my phone has left the shop only the day before. Here we are going into Lockdown for 21 days. I will not have a phone as I haven't heard anything from them thus far. DISSAPOINTED IN MTN AS I HAVE BEEN A LOYAL CUSTOMER FOR OVER 5 YEARS. AND THE THING IS THEY ARE DEDUCTION MY MONTHLY PREMIUM FOR THE 2 MONTHS NOW WHILE I DONT HAVE ANY CELLPHONE!!!!!!!!!!!!!!!!UNDERNEATH FIND THE COMMUNICATION BETWEEN MYSELF AND MTN REPAIRS:

Good day Janice,

We require the IMEI number in order to check and provide feedback.

Thank you. Kind Regards, Edith Itshegetseng MTN SA Reference Number: ***

--Original Message-- From: *** Date: 03/24/2020 09:23 AM To: *** Subject: RE: Dissapointed in MTN [#***] The Phone has been booked and collected from the store already. I am getting really frustrated regarding my queries, as I don’t get solutions rather than problems. From: HVRC Repairs [mailto:***] Sent: 23 March 2020 03:56 PM To: Jansen Janice Subject: RE: Dissapointed in MTN [#***] This email originates from an external source. Stop and think before you click! ________________________________________ Good day Janice,

You need to go back to the store to get a copy of the form as it serves as a control to protect you, the store and consultant when accepting or receiving a phone for repairs. Also note that we can only assist with the repair status once the phone has been booked in and collected from the store.

Thank you. Kind Regards, Edith Itshegetseng MTN SA Reference Number: ***

--Original Message-- From: *** Date: 03/23/2020 02:59 PM To: *** Subject: RE: Dissapointed in MTN [#***] I haven’t received any forms I just completed and signed the form. Can you contact Mountain Mill mall Worcester Western Cape. From: HVRC Repairs [mailto:***] Sent: 23 March 2020 02:55 PM To: Jansen Janice Subject: RE: Dissapointed in MTN [#***] This email originates from an external source. Stop and think before you click! ________________________________________ Good day Janice,

The IMEI number is on the technihcal form that you completed and signed at the store when booking in the device.

Thank you. Kind Regards, Edith Itshegetseng MTN SA Reference Number: ***

--Original Message-- From: *** Date: 03/23/2020 01:57 PM To: *** Subject: RE: Dissapointed in MTN [#***] Good day Can you please contact Mountain Mill MTN in Worcester for all the details, as I don’t have the details with me. Regards From: HVRC Repairs [mailto:***] Sent: 23 March 2020 01:31 PM To: Jansen Janice Subject: Fwd: Dissapointed in MTN [#***] This email originates from an external source. Stop and think before you click! ________________________________________ Good day Janice,

I hereby acknowledge the receipt of your email.

Please supply the IMEI number (serial number of the phone) in order to check and provide feedback.

Thank you. Kind Regards, Edith Itshegetseng MTN SA Reference Number: ***

--Original Message-- From: *** Date: 03/23/2020 01:01 PM To: *** Subject: Fwd: Dissapointed in MTN [#***] Good day Team, Please assist with the below query. Kind Regards, Bongeka Zwane MTN SA Reference Number: *** --Original Message-- From: *** Date: 23 Mar 2020 10:38 AM To: *** Subject: RE: Dissapointed in MTN [#***] Good Day o I.D Number: o MTN Pin: o Address: o Work Telephone Number: Bank Name:

Your speedy response will be highly appreciated. From: Customer Care [mailto:***] Sent: 22 March 2020 08:21 AM To: Jansen Janice Subject: RE: Dissapointed in MTN [#***] This email originates from an external source. Stop and think before you click! ________________________________________ Good day Jansen, Thank you for your email. To process the request and for security reasons, please confirm the following:- o I.D Number: o MTN Pin: o Address: o Work Telephone Number: o Bank Name: We look forward of being service to you in the future. Kind Regards, Nteseng Mocheku MTN SA Reference Number: ***

--Original Message-- From: *** Date: 20 Mar 2020 11:09 AM To: *** Subject: RE: Dissapointed in MTN Good day I have 2 contracts with MTN. My Samsung A7 went in for repairs on the 6th February 2020. It is the 20th of March and I am still waiting for it because there was a misunderstanding between MTN and Samsung. (which I feel has nothing to do with me as I was told that maximum 3 weeks. Almost 2 months As a valued customer I feel that this is unacceptable because I was billed for February and March but I don’t have a phone. I will take this matter further as I feel that there was a communication GAP between MTN repairs , Samsung and the store where I handed in my phone. Thanks and regards JANICE JANSEN Office Administrator RMM – Alternative Distribution