Extremely poor customer service - What customer service!?

Item: MTN South Africa
Rating: 1

I have never posted any type of negative review online, but at this point it is simply unacceptable to condone the lack of service received from MTN Unfortunately, this started through my own fault where on the 27nd of March I accidentally transferred R20 000.00 to my MTN account. I logged my first incident for a refund on the 29th of March and to date have not had any positive feedback. In fact, I have had no feedback whatsoever. The most upsetting aspect is the fact that I must contact MTN to receive any feedback just to be told that they require more information. It is UNACCEPTABLE that not a single contact person can communicate via email, phone or SMS. To date: 1. 7 reference numbers form different departments within MTN. a. How can a company, in 2017 not have an integrated system to deal with customers? 2. 4 visits to the bank. a. Why does MTN require a full bank stamped statement of my account for 3 months!? Why did not a SINGLE person communicate this to me!? 3. 15 phone calls to MTN. a. I need to add that on a few instances I was told the call centre is “closed” or credit controllers only take calls after lunch because every single one of them are busy replying to emails. Is this a joke or is this really how MTN operate? 4. All 7 reference numbers are marked as “Resolved”. a. How is this IN ANY WAY resolved? 5. 4 SMS’s form MTN stating to please rate their customer service. I am still out of pocket at the time of writing this. On a side note to top this off, I had an incident yesterday (29 April) and had to arrange for a new phone. I visited my local MTN outlet (MTN Cape Gate) to request an upgrade, just to be told that I cannot upgrade until the 1st of May. LESS than 24 hours from now! I offered to pay in the outstanding subsidy (forgetting MTN still owe me R16 000.00) on my phone, but the answer: That is not how it works. At no point is MTN on the losing side. At this point I have had enough and requested information on porting to a different network, but I was told I must sort it out myself. It seems MTN has a habit of shifting the blame or onus of responsibility to the customer. I need to add that I am on a MTN SKY Premium Package which totals R2 100\month. I had a similar issue about 2 years ago where MTN billed me between R3 000.00\month to R7 000.00\month and it took me 6 months to get that sorted, noting MTN refused to refund me, only to credit my MTN account. To date MTN can still not explain to me what the issue was or how they calculated my monthly billing. I fail to think that I am the only customer with these issues and will not cause an issue if the outstanding amount was low, but in this case the facts are very clear, but MTN doesn’t seem to be willing or able to resolve it. The bottom line: I am still R16 000.00 out of pocket with no cell phone.

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