Loyalty & service means nothing to MTN

<p>I have a very long and extensive list of issues that have occured with MTN this year, both with the Cresta store and MTN as a whole.</p> <p> </p> <p><br />Here's the list of issues that have cropped up and even though repeated messages have been sent to customer care with this list, not a single response has been forthcoming.</p> <p>In May a member of the Cresta branch loaded a GIG of data onto my cell phone instead of loading it onto the requested data sim, even though she repeated the number to me twice, she still loaded it incorrectly. This matter was brought to their attention immediately, and it still hasn't been resolved as far as i can gather.<br />It took 2 months for them to advise me that they could NOT reverse the charge, no reason given, just that it could not be done. I visited the branch a total of 4 times to get this sorted, called the call centre and was hastily told it wasn't their responsibility, it was the branches issue and could only be done with them. The branch advised that the issue has been closed off by the call centre and they therefore did not need to do anything, even though NOTHING had been done to resolve it.</p> <p> </p> <p><br />I have repeatedly asked for the phone and data sim to be moved to my name exclusively, but it still hasn't been changed, every single time i go in, they ask if I'm Graham, who is my father. Every time i request a change, they say I need something from my father to advise he's given permission, yet the account that is billed is my account, and the address on the account is also mine. <br />Cresta advises this is not an issue and that it is in my name, yet my father's name still gets displayed and I get asked EVERY SINGLE TIME if I'm Graham. I also get given a different story each time to say what can be done and what can't be done. Seemingly this is a lack of training for your staff and a lack of guidance from the management at the store. 1 person will say it can be changed and it will be changed, but then nothing gets done.</p> <p> </p> <p>I recently had my house broken into, and my cell phone and laptop were ******. I went into the Cresta store yet again, due to it being walking distance from work, and do you know what i got while there? I got somebody who clearly didn't want to be at work, couldn't even show a bit of compassion, basically grumbled to me to say she would blacklist the phone, not the data sim/****le, I had to ask 4 times for that to be blacklisted as well. Not even a sorry for your loss, glad to see you're ok, nothing. <br />Clearly I was an inconvenience to this staff member, as customers seem to only be an inconvenience to the staff at the Cresta branch.</p> <p> </p> <p><br />In October last year I changed my data sim to be just 2 gig, not the contract that previously allowed more data to be added automatically should i exceed the 2 gig's with the "Guarantee it would be better for me and more cost effective", what a load of ****. I now have to call into the Cresta branch to load extra data due to the many issues with connectivity and it running out so quickly due to the connection continually dropping on my laptop I repeatedly having to load many websites more than twice. The connection issue was raised with Cresta, but they said it wasn't something they could advise on & whether it would ever get better. The cost of the additional data exceeds any previous amounts I had to pay on the previous contract. R150.00 per additional gig is a *******.</p> <p> </p> <p><br />Recently I requested a migration from the 2 GIG data package for my data sim and to move to the 5 gig due to the previous issue & I was assured i would receive a call either from the person in store themselves, or from somebody at the call centre. I'm still waiting for this call. I hate to say this, but I'm now almost grateful my house was broken into and my laptop ****** as I found out that the requested migration was never done and this was mumbled to me by the same employee that had to blacklist my phone.</p> <p> </p> <p><br />I've requested to speak to the manager of the Cresta branch on many occasions to bring up the poor service, yet they never come out of the back office and instead send out their employee to deal with the situation, and generally deal with it badly. Clearly somebody is too scared to take responsibility for their staff and their actions.</p> <p> </p> <p><br />After my house was broken into I requested that the data sim be cancelled due to the previously mentioned issues with connectivity, and the retentions department sent me a cancellation estimate that was still billing me for the ****le, which had been paid off on the very 1st contract which ended in 2013. I've called the 808 number and they advised that I've been paying for this same ****le since 2013, even though I was still using the same ****le since 2011. No new hardware given for either of the new contracts, but still having to pay it off. This issue was sent to their accounts department to request a refund, but it was rejected with no reason given. I would suggest every single MTN client that has a data only sim check to see if they are still paying for a ****le. I've effectively paid off the same ****le 2.5 times.</p> <p>If my phone & laptop hadn't been ******, I would never have known about this unjust billing.</p> <p> </p> <p><br />In the last 10 days I've called the 808 number 5 times, with nothing being done to sort out this issue. I've also spoken to a Mohammed Alley who was supposedly a manager in the call centre and he advised he would return my call, which I'm still waiting for, 4 days after the call was made. I've called back to the 808 number and they've advised that there's no such person that works for MTN, so I get the impression they made up the name in an attempt to be humourous. This person advised he valued happy clients and that he would not rest until I had a resolution, but clearly this was yet another lie from an MTN employee.</p> <p> </p> <p><br />I've had the same number with MTN for 16 years, either with my father paying for the account and now myself, and even though I've had the opportunity to move to another service provider with a cheaper deal, I've stuck with MTN. Clearly my loyalty to this brand has been serverly misplaced and I've also requested that they work out an estimate for a cancellation of my phone contract, which has not been forthcoming.</p>