CH
Crystal H
1 reviews | Active since Sept 2015
02 Nov 2017, 12:12
Extremely bad service
This horrible experience with mtn started on the 31 October 2017. I called in to find out when i have to cancel my contract because my contract will be reaching its maturity date soon. I was advised of different dates which was frustrating and confusing to say the last. On the 1st Nov 2017 i spoke to Gwenn and was advised to call in the 3rd of November to cancel the contract which i could not understand as everyone told me to call on the 2nd Nov the day that the contract ends.After that i spoke to Agnus Moeletsi and was advised by her aswell to call in on the 3rd of November. She advised that my last payment was on the 28th of October and that i would not be liable for any payments after cancelation on the 3rd. I asked her to send this to me via email which she assured me was done but up until now ive not received this email. I then spoke to Thebogo and he advised that he cant state when my last payment should be and that i needed to speak to another department. I asked to speak to his manager. He put me on hold for 37minutes and dropped the line 3 minutes before 5 as their call centre closes at 5. This is the worst service i have every received, i will not recommend MTN to any family or friends due to the bad service. Opening up a contract is not a problem bt having to close the contract is big problem.I have started my contract in 2012 with Mtn bt while holding on they made me feel devalued as a customer after all these years i have not expected this kind of service. Not to mention before speaking to a agent i have to wait 27mins on hold before someone answers the call and one agent dropped the phone while i was holding for a manager which is extremely unapropriate and unprofessional service. Once the contract has been closed i will migrate to another network as mtn staff does not know how to treat there clients.
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Replies (2)
MTN South Africa's replyOfficial
03 Nov 2017, 10:32Good day,
Thank you for your post.
We apologize for the inconveniences that you have experienced. We completely understand the frustration it causes.
According to our records there are two numbers on the A***. This is the number you have noted as your contact number and ***. Please note that this number *** has been migrated prepaid. This number *** is still in contract and should you wish to cancel then you will be billed early termination charges.
Should you require any further assistance with your account, please write back to us and we will attend to the matter accordingly.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
MTN South Africa's reply03 Nov 2017, 10:32
Official
Good day,
Thank you for your post.
We apologize for the inconveniences that you have experienced. We completely understand the frustration it causes.
According to our records there are two numbers on the A***. This is the number you have noted as your contact number and ***. Please note that this number *** has been migrated prepaid. This number *** is still in contract and should you wish to cancel then you will be billed early termination charges.
Should you require any further assistance with your account, please write back to us and we will attend to the matter accordingly.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
CH
Crystal H's updateReviewer Update
03 Nov 2017, 10:54Good day,
I would like to inform you that after calling your customer service line more than 5 times i finally spoke to someone yesterday morning that could assist me with closing down the contract that was maturing. After all your consultants told me to call in today where as they could have assisted me in the first place.I did not state that i would like to cancel both my contracts. I am fully aware of the cancelation fees i will have to pay if it does end before it has reached maturity. I did not ask for that information. Im disgusted by your service and all you can reply is u aplogise about the bad service and tell me that i will have to pay cancelation fees. Does that seem apologetic to you? I was only refering to the one contract due to end. So please do not refer to the other contract as my complaint does not relate to the other contract. I would like to know what will be done regarding my complaint as your response has upset me evan more and once again it seems as if you do not value your clients.
CH
Crystal H's update03 Nov 2017, 10:54
Reviewer Update
Good day,
I would like to inform you that after calling your customer service line more than 5 times i finally spoke to someone yesterday morning that could assist me with closing down the contract that was maturing. After all your consultants told me to call in today where as they could have assisted me in the first place.I did not state that i would like to cancel both my contracts. I am fully aware of the cancelation fees i will have to pay if it does end before it has reached maturity. I did not ask for that information. Im disgusted by your service and all you can reply is u aplogise about the bad service and tell me that i will have to pay cancelation fees. Does that seem apologetic to you? I was only refering to the one contract due to end. So please do not refer to the other contract as my complaint does not relate to the other contract. I would like to know what will be done regarding my complaint as your response has upset me evan more and once again it seems as if you do not value your clients.