1 reviews | Active since May 2009
Impossible to rectify their fault!
I recently started to get nasty SMSs from MTN, because my account is behind. Well after more than ten years they couldn't get their debit order through.
When I received my statement I saw that they as an ICT company can handle only 7 bit ascii. My surname is Krüger but they spell it as "Kr".
My experience with their 808 is not good. Your time gets wasted for at least twenty minutes before they answer and they they transfer you twenty times until they drop your call. So calling them is not an option.
Sending them e-mail also doesn't work. Most of the time they don't come back.
So I decided to fax them a letter to the fax fax number on their letterhead. Turns out their letterhead is wrong.
Then I went to their FaceBook page. They only place adverti*****ts on it and accept no postings from the public. As last resort I sent them a message via Messenger as I did before without much success. They don't have a fax number any longer, but they promised to respond to the customer care e-mail.
I attached my signed letter with all the particulars that they need to rectify the mistakes they made.
Now for security purposes they want my ID number and MTN PIN on open e-mail. So they don't really understand security.
Well I will change to PAYG in a few weeks as they really don't want me as customer.
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that we have corrected the surname spelling, however our system is not set up for modern characters to be added.
The debit order was not requested for the November and December 2017 invoices due to the debit date changed from the 3rd to the 1st. The debit orders is now in order since February 2018. The debit order is requested for R366.49 to be paid over to MTN on the 1-3-2018.
We do not have any fax services.
Unfortunately security questions will be asked to make sure that you are the account holder, due to the fact that we cannot see who is the sender for the request. We had cases before where the account holder did not request for any assistance and this was done by a third party member this is not about trust but to protect our clients.
The customer service is secure, your MTN pin is not your bank pin or any other pin, the MTN account pin is the one that a client set up on the account and as per the account notes you have prefer full sec check for assistance.
Your billing cycle close every month on the 13th and allocations done on the 14th.
Prepaid migration can only be done a day after the contract expires, all data, airtime, SMS and minutes will be lost once the number migrated to prepaid. 2-24 hours.
The expire dates as follows:
*** -2017-10-03
***
***
If you request for the contracts to be cancelled and number converted to prepaid, please contact the 808 call centre to transfer your call to the cancellation department.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that we have corrected the surname spelling, however our system is not set up for modern characters to be added.
The debit order was not requested for the November and December 2017 invoices due to the debit date changed from the 3rd to the 1st. The debit orders is now in order since February 2018. The debit order is requested for R366.49 to be paid over to MTN on the 1-3-2018.
We do not have any fax services.
Unfortunately security questions will be asked to make sure that you are the account holder, due to the fact that we cannot see who is the sender for the request. We had cases before where the account holder did not request for any assistance and this was done by a third party member this is not about trust but to protect our clients.
The customer service is secure, your MTN pin is not your bank pin or any other pin, the MTN account pin is the one that a client set up on the account and as per the account notes you have prefer full sec check for assistance.
Your billing cycle close every month on the 13th and allocations done on the 14th.
Prepaid migration can only be done a day after the contract expires, all data, airtime, SMS and minutes will be lost once the number migrated to prepaid. 2-24 hours.
The expire dates as follows:
*** -2017-10-03
***
***
If you request for the contracts to be cancelled and number converted to prepaid, please contact the 808 call centre to transfer your call to the cancellation department.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,