1 reviews | Active since Mar 2010
Money just disappeared on my Cellphone
<p>I have now been stuggling for 7 days with mtn 808 call centre to try and get my monthly call value of R500 back. Since they removed the 4 months hold on unused money and reduced it to two months in the middle of the contract period, I have lost R1200 of air time.</p> <p> </p> <p>This month on 02.03.2017 with the renewal, I lost 550 sms, and R1 100 of airtime and to make it worse, my new month's airtime was also not loaded.</p> <p> </p> <p>I have been stuggling since the 3rd of March to get the issue resolved. The clla centre cannot help me, they will escalate it and the promiss that the problem will be resolved within 24 hrs.</p> <p>On the 07/03/2017 I called 808 again, to find out what is the progress since I still have zero airtime? The reference number for the 3rd also disappeared from their system and they can not be traced on their system, yet my call logg and my account indicated that I have spoken to a erson who gave me the reference number. They gave me a new reference number and promissed again that the issue would be resolved within the next 24 hrs.</p> <p>Today 09/03/2017 I called again, and all the call centre could tell me is that the enquiry was escalated. I asked to speak to the person that the enquiry was escalted to, but NO luck on that side, they cannot put me through to such a person I just have to wait another 24 hrs.</p> <p>I have a business to run, but can not make any calls for the last 7 days. I have to wait until I am at a Telkom phone or must call on whatsapp by using data to call. Still have to see my billing if only data was used.</p> <p> </p> <p>I am desparate, but you are not able as a client to speak to a fat cat manager at all. They hide behind their call centre and let those poor people who is the lowest paid employees take the abuse and moans of the clients. I think management should be held accountable for the abuse on their call centre staff, since they are never available to make decisions and talk to clients.</p> <p> </p> <p>I trust that someone can assist with this frustration. I do not think it will help to move, either, because their is no gaurentee that it would be a different experience.</p>
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***
Today is day 19 of the battle with 8 different refernce numbers and still no resolution to the problem.
I had one manager by the name of Jack Ntcobo who promissed to call me back in 20 minutes on the 13-03-2017 and to date I have not received any response from him. His meeting on the day were more important than providing clients service.
Most of the reference numbers were closed without ant resolution most because it was sent to the wrong depratment! I am using my phone for calling clients and I am mostly on road. I have a contract where I should have R500 of airtime every month, yet I have nothing for this month, plus they took all my last two months of airtime that was left.
They also took 500 sms that was bought with the loyalty points that is not suppose to lapse.
I an also stuggling to try and get my contract terms fullfilled with the correct package since 27/02/2016. Have as many refernce numbers on that enquiry and nothing to date.
It seems that cellphone companies have just cart blanche to do what ever they wish and clients have no recourse. The consumer protector is as useless since they take more than 2 years to just acknowledge the receipt of your complaint, by that time your contract period already ran out.
I cannot belive that you cannot find a manger to speak to, verything must go through the call centre. even the MTN SP cannot assits, they must also work through the call centre. Every time the call centre gives a new refernce number since they cannot trace the existing ones.
It is a rediculous cycle over and pver and over agin and again without any success. Lots of prommisses that the enquiry would be resolved in 24 hours, or 5 working days and yeat after 19 days no success what so ever.
Today is day 19 of the battle with 8 different refernce numbers and still no resolution to the problem.
I had one manager by the name of Jack Ntcobo who promissed to call me back in 20 minutes on the 13-03-2017 and to date I have not received any response from him. His meeting on the day were more important than providing clients service.
Most of the reference numbers were closed without ant resolution most because it was sent to the wrong depratment! I am using my phone for calling clients and I am mostly on road. I have a contract where I should have R500 of airtime every month, yet I have nothing for this month, plus they took all my last two months of airtime that was left.
They also took 500 sms that was bought with the loyalty points that is not suppose to lapse.
I an also stuggling to try and get my contract terms fullfilled with the correct package since 27/02/2016. Have as many refernce numbers on that enquiry and nothing to date.
It seems that cellphone companies have just cart blanche to do what ever they wish and clients have no recourse. The consumer protector is as useless since they take more than 2 years to just acknowledge the receipt of your complaint, by that time your contract period already ran out.
I cannot belive that you cannot find a manger to speak to, verything must go through the call centre. even the MTN SP cannot assits, they must also work through the call centre. Every time the call centre gives a new refernce number since they cannot trace the existing ones.
It is a rediculous cycle over and pver and over agin and again without any success. Lots of prommisses that the enquiry would be resolved in 24 hours, or 5 working days and yeat after 19 days no success what so ever.