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Hannes F

1 reviews | Active since Nov 2017

23 Nov 2017, 17:03

Extreme poor customer service

My phone got ****** 3 months ago. From my side I did everything that was expected of me. I am insured with MTN insurance and I paid all my premiums. BUT MTN took 10 weeks to replace my phone. I had to phone the 808 number many many times. Not the Call centre staff, nor their supervisors solved any problem. They just dont have the required competencies. I had endless problems with MTN. Then I tried to escalate the problem. But even the more senior people just didnt solve any problem. They just DONT communicate, answer an email or are not available on the phone. In the mean time I started a Pay as you go MTN simcard to try and keep connected. Still no phone. It took me 10 to 11 weeks TO GET A Phone out of Mtn. But now my account is blocked because I refused to pay for poor service. I didnt have a service for three months. Not my fault!! Why must I pay my contract phone if MTN cannot replace it in 10 weeks??? Just because of BLATANT POOR CUSTOMER SERVICE.

I then escalated the problem to the Credit Manager, who promised to get back to me in 8 days . 8 days later and NOTHING !!!NOTHING NOTHING.!!!!!

I have kept all my emails to MTN as proof of my reporting a problem. I really hope MTN recorded all my calls??

0
Replies (4)
MTN South Africa
MTN South Africa's reply27 Nov 2017, 11:44
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

Pinnacle insurance confirmed the following:

Hi Alice.

I have checked on the system, and we received the claim on the 06.09.2017, the claim was approved on the 11.09.2017 as we could not get hold of the client. The excess was paid by the client on the 18.09.2017 and the client was advised that the device he had was no longer available . He was given replacement options and chose a device on the 10.10.2017. The device was delivered to the client on the 12.10.2017. All in all it took 4 weeks due to waiting on excess and then the clients go ahead on the replacement option.

We have passed a goodwill credit of R801.99 to the account for 2 months.

The account balance now R 1,204.85 minutes the once off goodwill credit for R801.99=R402.86 need to be paid before we can remove it from legal once the payment and credit reflect we will open the line for you.

Kind Regards,

Alice van der Merwe

Best regards,

HF
Hannes F's update27 Nov 2017, 16:28
Reviewer Update
I have paid in R350 access on the claim to replace my ****** phone. Mtn could not replace the ****** phone with the exact model, they didnt have stock, they had to replace it with a lesser model WHICH I GOT FOR FREE. What happened with the R350, 00 access I paid in? Was it credited to my account?? I paid in R403 in November as well. Can you see it on your side? How does this affect my account? I cannot see my account to check if I agree and you are refusing to send me details!!! The information that you have on here I dont agree on 100% and MTN is not communicating with me. My phone got ****** on the 26 August and it is 27 November now. I have been without my phone for 3 months now. Where and how do you calculate 4 weeks???? I have so many times asked MTN to communicate to me about this and they dont. MTN even refuses to send me documentation so that I can forward it to my lawyer. So please just let me know if you have credited the R350 to my account? And please let me know if you can see the payment of R304 on my account. If you can. please send me a little statement to my email so that I can see it with my own eyesand maybe understand it better. IT IS MY LEGAL RIGHT to receive a statement from you detailing my account for the past 3 months, please My email address is fouchehannes02gmail.com For the rest of my complaints, I will just have to place another Hello Peter review until I get answers about the poor customer service over the past 3 months since my phone got ******. IT IS NOT a 4 week problem as you claim !!!!! Please respond as soon as possible. Mr Fouche
HF
Hannes F's update29 Nov 2017, 15:27
Reviewer Update
I have paid in R350 access on the claim to replace my ****** phone. Mtn could not replace the ****** phone with the exact model, they didnt have stock, they had to replace it with a lesser model WHICH I GOT FOR FREE. What happened with the R350, 00 access I paid in? Was it credited to my account?? I paid in R403 in November as well. Can you see it on your side? How does this affect my account? I cannot see my account to check if I agree and you are refusing to send me details!!! The information that you have on here I dont agree on 100% and MTN is not communicating with me. My phone got ****** on the 26 August and it is 27 November now. I have been without my phone for 3 months now. Where and how do you calculate 4 weeks???? I have so many times asked MTN to communicate to me about this and they dont. MTN even refuses to send me documentation so that I can forward it to my lawyer. So please just let me know if you have credited the R350 to my account? And please let me know if you can see the payment of R304 on my account. If you can. please send me a little statement to my email so that I can see it with my own eyesand maybe understand it better. IT IS MY LEGAL RIGHT to receive a statement from you detailing my account for the past 3 months, please My email address is fouchehannes02gmail.com For the rest of my complaints, I will just have to place another Hello Peter review until I get answers about the poor customer service over the past 3 months since my phone got ******. IT IS NOT a 4 week problem as you claim !!!!! Please respond as soon as possible. Mr Fouche
HF
Hannes F's update29 Nov 2017, 15:31
Reviewer Update
Allice I received my phone on 27 September 2017 !!!! The phone was delivered to the Vodacom store and the Mtn store. You do not have all the information with you. Please keep on communicating with me so that we can solve the problem !!! I would hate to escalate this issue again