ZV
Zelda V
1 reviews | Active since Mar 2009
15 Mar 2018, 14:27
********** Sim Swap
• Upgrade done 10 March 2017 at MTN East Rand Mall • Around noon Monday, 12 March 2018 I had “no service” • Contacted MTN Customer Care spoke to Portia. She informed me that a sim swap was requested at 14h00. I confirmed that it was an unauthorised request as NO sim swap was requested. She confirmed that the sim in my possession was not the one registered on the system. She was reluctant to assist me and I requested to speak to a manager. Bongi, “the manager” very quickly changed the actual trail of events. Now the sim swap was done in November 2017. He also advised me that he is unable to assist me telephonically; I need to visit a store to have my “no service” issue resolved. He was very apathetic to my predicament and was completely uninterested in assisting me. I also had another request – to cancel two data cards upon which he requested me to call back the following day, as they are busy closing office. Due to this inconvenience and no fault of my own I had to suspend all banking activity to prevent ********** activity on my account. • Tuesday, 13 March 2018 I went to the MTN branch: ****arney Mall. Carvison assisted me. Carvison made a phone call and said that my service “should probably” be reinstated by 18h00 in the evening. HOWEVER, if it is not reinstated I need to visit the store AGAIN to escalate the matter. (so he already knew that nothing was being done) • Wednesday, 14 March 2018 I went to go back to the store, as to no surprise, I still didn’t have service. I explained everything to the Manager: Puleng who decided to escalate the matter, AGAIN. I was told to rather BUY a new sim card… Already this indicated that MTN at no point was going to resolve the original sim issue. • This morning, 15 March 2018 I went back to grudge purchase another sim card. • Every time I was given the same lame excuse “it will be escalated” To whom – the man on the moon? Don’t you have process flows? No mechanism to identify potential risks, no turnaround times to automatically escalate to the next level if not resolved within your time frames?
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MTN South Africa's replyOfficial
19 Mar 2018, 08:53Thank you for your post.
We sincere apologized for any inconvenience incurred.
We apologize for the delayed response.
MTN ***
We do pick up that on the 4-11-2017 a sim swap was done to the account.
The sim swap was done from sim card number *** due to this sim card was old make and had to be replaced with the LTE sim card for your device to work. The sim card was replaced with ***.
The second sim card was done 15-3-2018 due to ****** this was done at the store due to ****** sim. The new sim card ***. This sim card is active.
MTN ***
We do pick up that the request was sent to the Retentions department on the 15-3-2018 to cancel the 2 data sim cards *** and ***. We have requested from the cancellation department for assist with the request. Note that any any data left on the sim cards will be lost in 2-24 hours after the contract has cancelled.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply19 Mar 2018, 08:53
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
We apologize for the delayed response.
MTN ***
We do pick up that on the 4-11-2017 a sim swap was done to the account.
The sim swap was done from sim card number *** due to this sim card was old make and had to be replaced with the LTE sim card for your device to work. The sim card was replaced with ***.
The second sim card was done 15-3-2018 due to ****** this was done at the store due to ****** sim. The new sim card ***. This sim card is active.
MTN ***
We do pick up that the request was sent to the Retentions department on the 15-3-2018 to cancel the 2 data sim cards *** and ***. We have requested from the cancellation department for assist with the request. Note that any any data left on the sim cards will be lost in 2-24 hours after the contract has cancelled.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
ZV
Zelda V's updateReviewer Update
20 Mar 2018, 07:51My concerns are not being addressed. I want to know why I have been given the run around, WHY could MTN employees not resolve my query within one day. Instead it took them FOUR days and NOTHING was done. I was FORCED to purchase another sim to have my services reinstated.
ZV
Zelda V's update20 Mar 2018, 07:51
Reviewer Update
My concerns are not being addressed. I want to know why I have been given the run around, WHY could MTN employees not resolve my query within one day. Instead it took them FOUR days and NOTHING was done. I was FORCED to purchase another sim to have my services reinstated.