Line suspended due to a MTN mistake
<p>I hope that you can help me resolve this problem.</p> <p>On the 06-10-2016 I upgraded my contract, at MTN Menlyn. The previous contract was an Anytime 350 with an add on of 2GB. This time around I took the Anytime 200 contract with the 2GB add on.</p> <p>According to Thomas the shop assistant at Menlyn MTN an add on is a service that can only be cancelled upon request. So when you upgrade your contract the add ons remain active. The consultants at 808 deny this. Thus the 808 consultants and the shop assistants are arguing about facts. Either way I specifically requested for the 2GB to remain active. It has disappeared and thus I was charged out of bundle charges.</p> <p>In December I recieved a bill for over R6000.00. So on the 2 of January I went back to the MTN Menlyn shop for assistance. They promised me that it would be no issue and that the matter would be resolved quickly.<br /> On the 4th I went back again, no progress. And the 6th and the 8th.<br /> Several calls to 808, to which every operator I had spoken to promised that the issue would be resolved within 2-24 hours.<br /> On the 6th my line was suspended.<br /> On the 10th I went back to the store and said that I would not leave until the issue had been resolved. I sat there for 6 hours.<br /> Absolutely no progress has been made in my case.<br /> Absolutely no solution has been found.</p> <p>Complaints and emails to the MTN complaints department with no response.<br /> Calls to head office with no effect.</p> <p>I do not know what to do anymore?</p> <p>I would appreciate it so much if you could just help me to resolve this matter.</p> <p>Reference numbers:<br /> ********** <br /> ********** <br /> ********** 5<br /> ********** <br /> ********** </p>
Good day Michelle.
Thank you for bringing this matter to our attention.
We sincerely apologize for any inconvenience caused as a result of this and assure you that it is not our intention to displease you.
We have contacted our the management team for our Menlyn store.
You will be contacted shortly with regards to this.
Regards.
MTN SA
Good day Michelle.
Thank you for bringing this matter to our attention.
We sincerely apologize for any inconvenience caused as a result of this and assure you that it is not our intention to displease you.
We have contacted our the management team for our Menlyn store.
You will be contacted shortly with regards to this.
Regards.
MTN SA
Please read the previous letter in regards to this matter.
On the 10th of February Menlyn MTN Thomas phoned me. He very politely told me that him and Willem (shop manager) have been speaking to the regional manager to find a solution. The solution they arrived at is that MTN is willing to pay half of the outstanding amount! So that means that I am liable for R3000.00 for a mistake that MTN made? Surely MTN can charge me the prepaid rates as requested (by me when I upgraded my contract) and not out of bundle rates??????
I have been through two major surgeries-
· without a phone,
· without being able to speak to my doctor,
· without being able to call the medical aid,
· without being able to make any appointments for follow up consultation,
· without any contact with the outside world,
· stuck in my house on a wheelchair.
I sat in my wheelchair in Menlyn MTN for 6 hours when I was not allowed to sit. Never mind the inconvenience caused to me. I had friends and family take me to Menlyn MTN every second day, because I cannot drive post operation.
This is only the inconvenience I have experienced due to my operation. I have rheumatoid arthritis and the people who deliver my medicine couldn’t get a hold of me because MTN disconnected my phone due to a mistake they made.
I haven’t been able to do any internet banking because they send an OTP pin to your phone. That is suspended due to a mistake on MTN side???????
I was taught as a child, if you have a problem find a solution and apply that solution. I have tried everything:
· phoning 808 daily
· phoning head office
· numerous shop visits
· emailing MTN complaints department
· writing on MTN Facebook page
· logging a complaint with ICASA
· writing on Hello Peter
All of this with no viable solution from MTN side??????????????
I am not the kind of person who makes idol threats, but hear me now! I will not stop until the CEO of MTN South Africa has personally apologised to me, for all the inconvenience I have endured due to the total and complete incompetence of all MTN employees.
Point being when I needed my phone the most I could not use it. BECAUSE MTN MADE A MISTAKE THAT THEY CANNOT SOLVE????????????????????
I want to know how am I going to be compensated for all the terrible inconvenience.
Please read the previous letter in regards to this matter.
On the 10th of February Menlyn MTN Thomas phoned me. He very politely told me that him and Willem (shop manager) have been speaking to the regional manager to find a solution. The solution they arrived at is that MTN is willing to pay half of the outstanding amount! So that means that I am liable for R3000.00 for a mistake that MTN made? Surely MTN can charge me the prepaid rates as requested (by me when I upgraded my contract) and not out of bundle rates??????
I have been through two major surgeries-
· without a phone,
· without being able to speak to my doctor,
· without being able to call the medical aid,
· without being able to make any appointments for follow up consultation,
· without any contact with the outside world,
· stuck in my house on a wheelchair.
I sat in my wheelchair in Menlyn MTN for 6 hours when I was not allowed to sit. Never mind the inconvenience caused to me. I had friends and family take me to Menlyn MTN every second day, because I cannot drive post operation.
This is only the inconvenience I have experienced due to my operation. I have rheumatoid arthritis and the people who deliver my medicine couldn’t get a hold of me because MTN disconnected my phone due to a mistake they made.
I haven’t been able to do any internet banking because they send an OTP pin to your phone. That is suspended due to a mistake on MTN side???????
I was taught as a child, if you have a problem find a solution and apply that solution. I have tried everything:
· phoning 808 daily
· phoning head office
· numerous shop visits
· emailing MTN complaints department
· writing on MTN Facebook page
· logging a complaint with ICASA
· writing on Hello Peter
All of this with no viable solution from MTN side??????????????
I am not the kind of person who makes idol threats, but hear me now! I will not stop until the CEO of MTN South Africa has personally apologised to me, for all the inconvenience I have endured due to the total and complete incompetence of all MTN employees.
Point being when I needed my phone the most I could not use it. BECAUSE MTN MADE A MISTAKE THAT THEY CANNOT SOLVE????????????????????
I want to know how am I going to be compensated for all the terrible inconvenience.