1 reviews | Active since Feb 2016
EXTREMELY DISGUISTING CUTOMER SERVICE AT MTN MALL OF THE SOUTH
Extremely bad customer service
A mistake happened when I took out my contract at mtn mall of the south 2 nd a half years ago. I went in February for my upgrade when I was told I need to wait another year as my contract is 3 years. I was speechless, the query from 3 years ago was still not ractified. I called the manager Lutendo and she assisted and confirmed that the contract has been incorrect and she will ractify it. The call centre on 3 different attempts as well as accounts confirmed that Faith captured the contract incorrectly. Lutendo assisted for a while and everything just went quite, I tried contacting her 2 weeks ago and she said that she has moved and I should call the new manager at mall of the south to ractify. THIS IS VERY BAD CUSTOMER SERVICE. You do not have the courtesy to past on this matter to the new manager and you expect the customer to do it. You do not tell me you about to move and neither do you try and resolve the problem before you left. This is heartless as I have been with mtn for as long as I know. I have been with mtn over 16 years. I also have many contract with mtn. I would like my contract ractified as I am now paying more for the phone THEN WHAT I SHOULD OF PAID. Please ractify asap and refund all my premiums from Feb until date. I await an urgent response.
As per your response above you ask me to accept your apology. I am very unset about the complaint as I have been following up daily to resolve the problem. I visited the branch and stood there for 2 hours to verify the status of the claim. After 2 hours I was given another ticket number logged from the store. When I asked what happened to the old ticket number that was logged they said they could not find it. I again did daily follow up with the branch where Maria and Arthur tried to assist me but unfortunately the feedback that they receive is the query is still under investigation. I asked Arthur what is the turnaround time as it surely cannot be 2 weeks. I then discovered that the old ticket they couldn't find as the call was closed as resolved. How has this been resolved when I'm still contributing to a paid up contract. If I did not follow up I would never of know that the call was closed. How do you close a call as resolved when nothing has been done. Is the customer just a number in a queue for mtn and it doesn't matter as my account is been debited for something I should not rightfully pay for? Is this how mtn make money? I moved to mtn and have been a loyal customer for years and I am still loyal because I am contributing for something that has been paid up. I have many contracts with MTN and never did I take a 36 month contract on a phone deal. This has been going on from February and surely no SLA can be for 4.5 months long. It seems like this is been dragged on until the contract is due for an ungraded in December when it turns 3 years old. While waiting for the query to be resolved my cell phone crashed and I lost all my data. I am currently paying the rate of a 24 month contract on a 36 month term which has been confirmed by numerous consultants but MTN does not know how to fix this but they surely do know how to debit my account for something that has been paid up in February. I would like this resolved asap and this to be backed dated to February and also would like the refund of all my contributions. I would like this resolved asap.
As per your response above you ask me to accept your apology. I am very unset about the complaint as I have been following up daily to resolve the problem. I visited the branch and stood there for 2 hours to verify the status of the claim. After 2 hours I was given another ticket number logged from the store. When I asked what happened to the old ticket number that was logged they said they could not find it. I again did daily follow up with the branch where Maria and Arthur tried to assist me but unfortunately the feedback that they receive is the query is still under investigation. I asked Arthur what is the turnaround time as it surely cannot be 2 weeks. I then discovered that the old ticket they couldn't find as the call was closed as resolved. How has this been resolved when I'm still contributing to a paid up contract. If I did not follow up I would never of know that the call was closed. How do you close a call as resolved when nothing has been done. Is the customer just a number in a queue for mtn and it doesn't matter as my account is been debited for something I should not rightfully pay for? Is this how mtn make money? I moved to mtn and have been a loyal customer for years and I am still loyal because I am contributing for something that has been paid up. I have many contracts with MTN and never did I take a 36 month contract on a phone deal. This has been going on from February and surely no SLA can be for 4.5 months long. It seems like this is been dragged on until the contract is due for an ungraded in December when it turns 3 years old. While waiting for the query to be resolved my cell phone crashed and I lost all my data. I am currently paying the rate of a 24 month contract on a 36 month term which has been confirmed by numerous consultants but MTN does not know how to fix this but they surely do know how to debit my account for something that has been paid up in February. I would like this resolved asap and this to be backed dated to February and also would like the refund of all my contributions. I would like this resolved asap.