1 reviews | Active since Nov 2015
Flaw with MTN USSD Service Process
How can I even rate such a service? I am still waiting for MTN to resolve my problem which I posted. The responses to date have come from the Customer Care Managers; Faiza Kader and Alice van der Merwe, both of whom seems not to know what exactly to do. Do we have a conflict? Is the MTN USSD service process flawed? It is shocking that such assessment and decisions cannot be made by persons at managerial positions in a global entity such as MTN. I did I stay with MTN for over 10years??? A company that preach "Integrity" & "Accountability" "Customer Relationship" and yet do not see and rectify flaws in their processes & systems. This may be the reason why MTN is having "integrity and accountability" issues in the other african countries...kenya, nigeria, ghana, etc. My contract, three separate contacts, I signed, clearly indicates that the package limit should never be exceeded (o.oo limit ). This has been so for several years and upgrades without any problems. A contract can only be changed when the parties agree, rectify and sign the rectification. Here, MTN has introduced a USSD service. Now, when a contract holder decides to use the service, where there is a conflict between the service requested and the signed contract is involved, the service should request the contract holder to provide some credentials for authentication. This is not done. MTN is assuming that whoever uses the USSD can change the contract limit without the consent of the contract holder. So anyone with access to my phone, but NOT me (the contract holder) can just change the limit on the contract. ie. my wife, brother, friend, mother, father, uncle, etc., anyone with access to my phone!!! NOW is such a process right.? Still awaiting for MTN and for the number to be unbarred and the excess amount receded. Thanks.
Thank you for your post.We sincere apologized for any inconvenienced caused to you.Please take note the system reflect that MTN did not change your usage limit, usage limit was increased from the device. This service is available to clients once they run out of the allocated monthly bundles to increase the usage limit .You may contact the customer service to speak to the credit controller to make payment arrangements.MTN cannot assist with any credits to the account.If you are not happy with the outcome, please take the complaint up with the Ombudsman.The contact details:LEMAO MANAGEMENT SOLUTIONSGround Floor, Augosta HouseInanda Green Business Park54 Weirda Road WestWierda Valley, SandtonTel: +***8Fax: +***8Email: info@ lemao.co.za Kind Regards,Alice van der MerweMTN
Thank you for your post.We sincere apologized for any inconvenienced caused to you.Please take note the system reflect that MTN did not change your usage limit, usage limit was increased from the device. This service is available to clients once they run out of the allocated monthly bundles to increase the usage limit .You may contact the customer service to speak to the credit controller to make payment arrangements.MTN cannot assist with any credits to the account.If you are not happy with the outcome, please take the complaint up with the Ombudsman.The contact details:LEMAO MANAGEMENT SOLUTIONSGround Floor, Augosta HouseInanda Green Business Park54 Weirda Road WestWierda Valley, SandtonTel: +***8Fax: +***8Email: info@ lemao.co.za Kind Regards,Alice van der MerweMTN
However, I am sure you we see a change in the USSD process that will include verification and confirmation request to the requested before the limit change is effected.
This is the issue with big corporation that do not value their customers.
I will take the case to the Ombudsman as indicated by Alice from MTN but clearly a waste of the Ombudsman's time and resources since as the contract holder, I did not give any authorisation for the limit to change nor did I get any notification.
However, I am sure you we see a change in the USSD process that will include verification and confirmation request to the requested before the limit change is effected.
This is the issue with big corporation that do not value their customers.
I will take the case to the Ombudsman as indicated by Alice from MTN but clearly a waste of the Ombudsman's time and resources since as the contract holder, I did not give any authorisation for the limit to change nor did I get any notification.