SS
Sheila S
1 reviews | Active since Apr 2016
19 Apr 2016, 16:08
EXTREMELY POOR CUSTOMER SERVICE - FEEDBACK
I took out a top-up contract to the value of R69.99 for my granddaughter on 31/12/15 at MTN Herm****. No copy of the signed contract was given to me. My granddaughter began receiving data bundles which I subsequently queried with MTN Herm****, only to be told not to worry about it, it is included in the contract. 1/3/2016 I received notification from my bank for a debit for MTN to the value of R1130.20. I duly stopped the debit, only to discover that MTN debited me again on 2/4/16 for the amount of R853.59! After numerous e-mails and telephone calls to MTN starting on 1/3/2016, I received a response per e-mail with the ref no. #***0, with the usual 5 working day wait for them to investigate. That is the last I heard from MTN! MTN in the interim has suspended my granddaughter's line. IS this the type of service South African's are to expect and tolerate? I have personally been with Vodacom since 2008 with never a single problem, I am now questioning my decision to fall for MTN's advertising.
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MTN South Africa's replyOfficial
21 Apr 2016, 15:29Hello SheilaSmal,
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this.
Kindly be advised that the matter was escalated to the billing department for investigations. Please note that charges are valid as the self-service bundles were purchased via the USSD code. Please note that any purchase via a USSD code can only be initiated directly from handset.
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this.
Kindly be advised that the matter was escalated to the billing department for investigations. Please note that charges are valid as the self-service bundles were purchased via the USSD code. Please note that any purchase via a USSD code can only be initiated directly from handset.
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Best regards,
MTN South Africa's reply21 Apr 2016, 15:29
Official
Hello SheilaSmal,
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this.
Kindly be advised that the matter was escalated to the billing department for investigations. Please note that charges are valid as the self-service bundles were purchased via the USSD code. Please note that any purchase via a USSD code can only be initiated directly from handset.
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this.
Kindly be advised that the matter was escalated to the billing department for investigations. Please note that charges are valid as the self-service bundles were purchased via the USSD code. Please note that any purchase via a USSD code can only be initiated directly from handset.
We would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Best regards,