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Wessel O

1 reviews | Active since Apr 2015

28 Jun 2019, 18:06

IMPOSSIBLE to contact MTN

Hi,

My phone forwards ALL my calls to my voicemail without the phone ever ringing.

I tried every single contact number MTN provides on the internet - INCLUDING the contract cancellation number.

All these numbers are pre-recorded input prompts without the option to speak to a real living person.

After trying to phone different MTN stores multiple times the phone went to head office - where a man answered and hung-up the line when I started to explain my problem.

FURTHERMORE the options in the pre-recorded list are USELESS and give NO support or even the hint of getting support from somewhere.

Using a useless, badly programmed platform with insufficient options is not the way to retain your loyal paying customers.

A very large part of my family upgrades on the same day coming October 2019 and these contracts hang in the balance.

If I could I would give MTN 0/5 stars.

0
Replies (10)
MTN South Africa
MTN South Africa's reply01 Jul 2019, 09:38
Official
Good day  Wessel,
Thank you for your post.
 
Please accept our apologies for the lapse in service and the inconvenience caused to you as a result.  
Kindly note that we are investigating the matter and feedback will be provided as soon as possible.
    Warm Regards,Jessica John Complaints Management Team 

Best regards,

MTN South Africa
MTN South Africa's reply01 Jul 2019, 10:33
Official
 Good day  Wessel, 

Please may I request that the following be done to rectify the issue. 

On your device go to SETTINGS, select network mode and drop to 2G. Thereafter test the incoming calls. If you are able to successfully receive a call, you can then change the network mode back to LTE or 3G

Please advise if this works.
 Warm Regards,Jessica John Complaints Management Team 

Best regards,

MTN South Africa
MTN South Africa's reply02 Jul 2019, 14:20
Official
Good day  Wessel, 

I tried calling you on ***, unfortunately the call went to voicemail. Please can you provide me with an alternate number to call you.

Warm Regards,Jessica John Complaints Management Team 

Best regards,

WO
Wessel O's update02 Jul 2019, 14:31
Reviewer Update
Hi Jessica,

This dis not fix my problem.

1. What number can I phone to speak to a human being? I do not want to speak to a centralized system with a bunch of useless options.

I do not have time to listen to a pre-recorded list without an option to address my issue.

2. How am I supposed to cancel my contract if all lines direct to 135? It is basically close impossible to cancel this contract with this new system - in my opinion this is not fair towards the consumer.

3. Why did the person at head office cut my call in he middle of me trying to explain my issue?

4. I live in a city, not a small rural town so what does the data network have to do with the fact that ALL my calls are directed to my voicemail without the phone ringing? 

I am missing business and private calls alike putting me in a difficult situation and forcing me to spend a large amount of extra funds on calls I need to return.


I am sending this message privately to give you as representative of MTN a fair opportunity to properly address and resolve my issues/concerns.

Like I stated above I manage a sizable number of my family's contracts and we upgrade on the same day in October 2019. If I do not get an acceptable, honest and direct answer for the issues listed above I will have to make a call on all these contracts.

I await your response.
MTN South Africa
MTN South Africa's reply08 Jul 2019, 08:47
Official
Good day Wessel,

Please be advised that your query is still being investigated, the support department has requested a few details.

Please can you provide the following information. 

Alternate Contact Number/Land line number:
Area Where problem is experienced? 
Please can you provide 2 numbers that called you and went to voicemail.
The device you are using?
Has the sim card been tested in another device?
 Warm Regards,Jessica John Complaints Management Team 

Best regards,

WO
Wessel O's update09 Jul 2019, 08:36
Reviewer Update
Hi Jessica,

You are not addressing nor answering the questions I asked.

I WILL NOT answer my phone when MTN phones me, I want everything in writing. (Interesting that your calls come through to my phone just fine)

Answer my questions above about the terrible, non-existing service I am getting from MTN and then we can have a look at why all my calls are being dropped.

Please refer to the last paragraph of my response above:

"Like I stated above I manage a sizable number of my family's contracts and we upgrade on the same day in October 2019. If I do not get an acceptable, honest and direct answer for the issues listed above I will have to make a call on all these contracts."

I am becoming impatient.

MTN South Africa
MTN South Africa's reply10 Jul 2019, 14:57
Official
Good day Wessel

Please find below my response to your questions. 

1. What number can I phone to speak to a human being? I do not want to speak to a centralized system with a bunch of useless options.
I do not have time to listen to a pre-recorded list without an option to address my issue.

Please be advised that you can call 135 and select 0 to go through to an operator.

2. How am I supposed to cancel my contract if all lines direct to 135? It is basically close impossible to cancel this contract with this new system - in my opinion this is not fair towards the consumer.

To cancel a contract you can also email your cancellation notice to ***. I can also request for a consultant from the  retention's department to call you.

3. Why did the person at head office cut my call in he middle of me trying to explain my issue?

We do apologies for the call being cut when you got through to head office, we will have this investigated.

4. I live in a city, not a small rural town so what does the data network have to do with the fact that ALL my calls are directed to my voicemail without the phone ringing?

In my previous communication I mentioned 2G, 3G and LTE which is our network coverage, it is used for voice as well as data. I asked you to test this as there might have been congestion on that specific network coverage. If that failed we would have looked into another possible solutions.

I am missing business and private calls alike putting me in a difficult situation and forcing me to spend a large amount of extra funds on calls I need to return.

Due to the lapse in service and the inconvenience caused, I will credit you 1 months subscription in your MTN account for cell number ***.

 Warm Regards,Jessica John Complaints Management Team 

Best regards,

MTN South Africa
MTN South Africa's reply12 Jul 2019, 12:28
Official
 Good day Wessel 

Please can you advise if you are still experiencing the issue with incoming calls. 
 Warm Regards,Jessica John Complaints Management Team 

Best regards,

WO
Wessel O's update15 Jul 2019, 17:24
Reviewer Update
Hi Jessica,

Thank you for getting back to me and answering my questions.

It is still happening but I was out of town this weekend so have not been monitoring.

I live in Port Elizabeth - Any issues with the network in this area?


I appreciate the credit you offered - I would really like to have the problem fixed and receive my calls though...

I will monitor and revert back by Friday.





WO
Wessel O's update25 Jul 2019, 17:59
Reviewer Update
Hi Jessica,

I have missed 4 calls today sitting in my office.

I missed calls from Telkom landline, MTN and Vodacom alike.

The phone does not ring, I just get a voicemail sms notice.

Is this a network problem/device problem/carrier problem?

I need to upgrade all our contracts and I need to know if this problem will stop when I get a new phone and new contract?  Or is this an MTN issue?