wF
william F
1 reviews | Active since Mar 2015
11 Mar 2015, 16:11
Miss Representation
I upgraded on the 1st of June 2014 and received my handset. as usual I was very happy with MTN's service. <br> <br> I migrated to the sky package in October. I asked the Sales Representative if there would be any penalty fees charged if I was to move back to my original package. There was a possibility that this could occur due to the demands of my work that might change. <br> I was assured that since I have not received a new handset that I will not have to pay any fees applicable. <br> I subsequently learned that there is a fee of R3900 applicable if I want to move back to my original package. <br> <br> Firstly I was miss represented at point of sale and secondly I feel that I am being ********** by MTN. I want to stay a loyal MTN customer and only had good dealings with them, but I feel ********** in changing back to my original package. <br> <br> Why am I being charged R3900 to stay a customer? <br> <br>
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MTN South Africa's replyOfficial
17 Mar 2015, 09:59Hello william.fensham,
We are truly sorry for any inconvenience caused and for the delayed response to your post. It was not our intention to have dissatisfied you in any way.
We've now had a look at your account and see that the migration fee is valid as you are basically moving from a higher package to a lower package.
We've escalated the complaint directly to the Regional Manager of the store in order to get the issue resolved with the consultant that assisted with the upgrade in store (One Touch Mobility).
We will touch base with you as soon as we get feedback on the escalation done.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response to your post. It was not our intention to have dissatisfied you in any way.
We've now had a look at your account and see that the migration fee is valid as you are basically moving from a higher package to a lower package.
We've escalated the complaint directly to the Regional Manager of the store in order to get the issue resolved with the consultant that assisted with the upgrade in store (One Touch Mobility).
We will touch base with you as soon as we get feedback on the escalation done.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,
MTN South Africa's reply17 Mar 2015, 09:59
Official
Hello william.fensham,
We are truly sorry for any inconvenience caused and for the delayed response to your post. It was not our intention to have dissatisfied you in any way.
We've now had a look at your account and see that the migration fee is valid as you are basically moving from a higher package to a lower package.
We've escalated the complaint directly to the Regional Manager of the store in order to get the issue resolved with the consultant that assisted with the upgrade in store (One Touch Mobility).
We will touch base with you as soon as we get feedback on the escalation done.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response to your post. It was not our intention to have dissatisfied you in any way.
We've now had a look at your account and see that the migration fee is valid as you are basically moving from a higher package to a lower package.
We've escalated the complaint directly to the Regional Manager of the store in order to get the issue resolved with the consultant that assisted with the upgrade in store (One Touch Mobility).
We will touch base with you as soon as we get feedback on the escalation done.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,