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KS
Kholeka S

1 reviews | Active since Jun 2017

26 Nov 2019, 09:24

GOING TO REPORT MTN TO THE NCC

Frustrated is an understatement when it comes to how I am feeling right now with MTN. It would seem that every single year, I have to go on Hello Peter for me to get any sort of assistance from them and every time it is due to their incompetence and ********** ways. I have been a loyal, paying MTN customer for over 8 years now but I am constantly being abused by them. I upgraded my contract last month (October 2019) and when I had to pay month end, my amount was so high, I queried the amount and I was told that I was charged an upgrade fee. Fast forward to this past Sunday, 24 November 2019, I went to a MTN store to pay account and I when I asked how much I needed to pay, the amount again was high and incorrect. When the ladies at the store opened their system to further investigate the amount, they advised me that I was being billed for insurance too hence the high amount due! I told them that I never took out insurance and they said I would have to call MTN customer care the following day to sort it out because they don't work on Sundays. I called MTN yesterday, 25 November 2019 and spoke to a guy by the name of Sandile K**** and the reference number for my call was ***. I explained to him the reason for my call and that I wanted the issue to resolved asap and he told me that I would have to call this insurance company and dispute the matter, I was so shocked when he told me that. I explained to him that I have a copy of my contract and it does not indicate anywhere that I took out insurance, so why on earth must I waste my time and call this insurance company to fix this nonsense, when it is MTN who did this mess in the first place. He couldn't give me an answer and when I asked to be transferred to a manager/supervisor, I had to hold the line, only to be told that s/he was busy and was promised that they would call me back. 24 HOURS later I am still waiting!!! I am so sick of the pathetic service that I am getting from MTN, this is my money that I work hard for and everytime I to be ****** by them. Last year I had to fight the amount I was being charged because they changed my package to a larger amount that I never signed up for now this year I am being charged for insurance that I didnt sign up for and I have the contract to prove it! MTN is just running a ***** house! I am definitely going to report MTN to the NCC because this is becoming a problem in my life, every year I have to be de*****ed by them!!!!

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Replies (5)
KS
Kholeka S's update26 Nov 2019, 10:53
Reviewer Update
I have never requested or had insurance previously with MTN. I have both my contracts before the upgrade and for this new contract (UPGRADE). Please give me eveidence be it a recording or a signed contract where I requested for insurance. This is unacceptable to say the least and I will take this up further with the NCC. I will not be calling any insurance company as I did not sign for insurance not in the past 24 months, which was my previous contract/device or now. Secondly I have never owned a LG G4 BEAT!
KS
Kholeka S's update26 Nov 2019, 12:48
Reviewer Update
I also been going through my e-mails and the only number I had taken out insurance for was *** and it was for an Samsung S3 Mini, the insurance was taken at an MTN store but when I wanted to claim in August 2014, that is when I was informed that it was underwritten by FINRITE. I claimed from them on 25 August 2014 and I cancelled the policy with them in February 2015. I called and MTN and requested for my invoices and I can see in some I was charged R63.15 for insurance and yet I never signed a contract for it and never requested for insurance. I demand that you send me the documentation or the voice recordings of this request that claim I did in 2016 because all my contracts for this 060 number have never had insurance but I seemed be charged for it. I have been ****** by you since 2016 it would appear and R63 is no small amount for a person who does not have money, secondly you send us statements and not the invoices that have a breakdown of what we are being charged! I hate MTN to the core and will personally make it a point that I let me know what a **** you run, even last year with my issue I had with my billing, you did say that I did not have insurance so why am I charged for it! I done with this company you are nothing but a bunch of ******** who need to be dealt with. I will be waiting for the docmentation/proof of your claim because I am definitely taking this up with the Ombudsman. I work for a Legal company, I wont take this laying down. I have had enough of your nonsense!!!!!!
KS
Kholeka S's update26 Nov 2019, 14:19
Reviewer Update
Typical of MTN. The insurance department is still part of MTN but rather than assisting and resolving an exsisiting customer matter you would much rather pass the buck and say I customer must go and contact another department on their own. I have never experienced such ******* service in my life.
KS
Kholeka S's update26 Nov 2019, 14:22
Reviewer Update
Requested by who? You are not answering my question nor resolving my problem. I asked for proof, you pride yourselves of outstanding services and brightening customers days, well please do that for me now! I demand the recording of that request or a signed contract because as I have been saying I have all the copyies of my contracts and nowhere did I sign for insurance. Stop playing mind games and base you allegations with concrete evidence not just a stupid statement telling me I requested for it in 2016, give me proof!
KS
Kholeka S's update26 Nov 2019, 14:56
Reviewer Update
And what proof have you sent me? I will take it up with the Ombudsman no need to advise me on that. All I want is proof of this alleged request! You read what you felt like you wanted to understand, I stated that I have never taken out insurance on the 060 number and you chose ignore that. I further went on my gmail to check when I had insurance with MTN and I did state that it was in 2014/2015 and it was for my 073 number which was cancelled! I cant send you proof of something I have never requested or signed up for! Send the proof that I need, that I requested for this policy to be taken out and dont tell me not respond on Hello Peter because that is the only platform we have that you respond to!