1 reviews | Active since Feb 2016
Lack of Communication
<p>Further to our query re. REQ:*** from Alice van der Merme at MTN.</p> <p> </p> <p>No supervisor or manager has bothered to make contact with me with regards to the queries I raised. I am the one having to constantly contact MTN to get feedback. Again today I had to call the call centre as my 30 GB of free data has miraculously disappeared. I was then told I have auto updated running on my phone that's why...</p> <p><br />I then demande to speak to a supervisor who told me that my number is back on prepaid. So what happened to the contract premium that I have paid? </p> <p><br />I also received a call from the person who initially caused all these problems, asking me why I compained about bad service rather than calling him on his phone to get feedback on my phone that's in for repairs.</p> <p><br />My number is *** and I'd appreciate it if a supervisor or manager from MTN can communicate to me what is going on with all the complaints that I have logged.</p> <p><br />A very angry Mr. Ziyaad. Abed. </p>
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
The first request received from you is when you have complained about the contract captured for R299. and not R229.I have asked you to email to me the copy of the contract for the contract price signed. You have sent to me via fax the contract done by MTN Direct for R149.00 the contract did not stated that the application has been declined so from our side under the impression that the contact has been captured incorrect we have terminated the contract to prepaid to captured the contract as per The MTN Direct copy of contract.
Then received the feedback from the agent.
The agent informed us with feedback "This is what happened on the 30th of April , customer came to apply for a new contract iPhone 5S 16GB @ R229 and apparently he knew that the price was going up to R299 on the 1st of May, I told customer we don't have stock but i will capture the application only if he is willing to wait for stock so that he can get it for R229. His wife phoned MTN Direct because they had stock before our store, so when they captured that application it automatically cancelled my one that was already approved .
The application with MTN Direct was Rejected and the client they never told me they opened another contract with MTN Direct. I phone Mr Ziyaad Abed to tell him since his wife app**** at MTN Direct my application was terminated so if I capture it again I can only capture it for R299 and he said its fine .
I asked him more than 5 times if he was sure he will take it for R299 he said 100%,
The contract has been captured again on the system for R299.00 the agent explained that the contract cannot be captured for R149.00 for the expensive phone/device. We will allocated again to you on the sim card 30GB once off bundle due to the 1st new application contract cancelled.
The credits passed on the previous account will be carried over to the new account number. previous account number A***.
Kind Regards,
Alice van der Merwe
REQ:***
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
The first request received from you is when you have complained about the contract captured for R299. and not R229.I have asked you to email to me the copy of the contract for the contract price signed. You have sent to me via fax the contract done by MTN Direct for R149.00 the contract did not stated that the application has been declined so from our side under the impression that the contact has been captured incorrect we have terminated the contract to prepaid to captured the contract as per The MTN Direct copy of contract.
Then received the feedback from the agent.
The agent informed us with feedback "This is what happened on the 30th of April , customer came to apply for a new contract iPhone 5S 16GB @ R229 and apparently he knew that the price was going up to R299 on the 1st of May, I told customer we don't have stock but i will capture the application only if he is willing to wait for stock so that he can get it for R229. His wife phoned MTN Direct because they had stock before our store, so when they captured that application it automatically cancelled my one that was already approved .
The application with MTN Direct was Rejected and the client they never told me they opened another contract with MTN Direct. I phone Mr Ziyaad Abed to tell him since his wife app**** at MTN Direct my application was terminated so if I capture it again I can only capture it for R299 and he said its fine .
I asked him more than 5 times if he was sure he will take it for R299 he said 100%,
The contract has been captured again on the system for R299.00 the agent explained that the contract cannot be captured for R149.00 for the expensive phone/device. We will allocated again to you on the sim card 30GB once off bundle due to the 1st new application contract cancelled.
The credits passed on the previous account will be carried over to the new account number. previous account number A***.
Kind Regards,
Alice van der Merwe
REQ:***