Horrid customer service and still no refund

Item: MTN South Africa
Rating: 1
Author: Kiasha A

On 17 May sent a mail to customer care, I'm being overcharged. On 18 May they route my query to their business partner support department yet I'm an individual customer. 19 May they respond that it's a system billing error and I need to log a request on a system used by their business partners for refund. I point out that I'm an individual customer and they should please redirect my query to the correct department. On 22 May they reply saying I should redirect it myself!! I then point out that my query is misdirected within their own process so they should redirect it to the correct person to resolve since they've wasted time in getting my refund done. They reply yet again saying I must redirect the query myself to 'stuff billing'! How should I know who 'stuff billing' is?! Note that all the while customer care is copied on this correspondence, who don't bother to step in. I then mail customer care directly, to no avail. On 24 May I submit a complaint via MTN's website. They respond same day saying 2-3 days required for technical department to attend and only THEREAFTER will a request be logged with billing department. The mail doesn't say how long billing department takes. Today, 31 May I send a mail asking what the progress is of this request and how long until I can expect a refund. They reply saying I must do follow up on the request. When I mailed them back to ask WHERE OR HOW I should follow up and that I'm struggling since 17 May for my refund, they reply saying I must send my request to billing and give me an e-mail address?! Really! After all this horrid service you cannot just click 'forward' and send it to billing on my behalf? 10 work days later, still no refund done and only ridiculous responses received. This is beyond ridiculous. By the way MTN, I aired my frustration to your DIC queries who simply replies with " We apologize for the inconvenience incurred through all of this process. Kindly re-direct your request to ********** for further assistance. They will be able to pull your records and be able to advise better than me" This is the height of ridiculous!

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