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Riaan W
1 reviews | Active since Apr 2014
07 Oct 2018, 16:27
MTN - ABSOLUTE NO CUSTOMER SERVICE!!!
MTN is the WORSE company to deal with. After my son's phone was ******, MTN was UNABLE to do a sim swap due to him not using the phone (he only uses data and wifi) - so we could not provide the last 3 numbers dialed or last recharge amount (it was linked to a data share account). The store that provided us with a replacement sim refused to do a sim swap and insisted on a police affidavit. REALLY. After the drama of hours in the security officers office, watching cctv footage, getting home late, incurring the expenses to replace the phone, and now struggling to sim swap. A simple security check should be enough as the simcard was RICA's - how difficult is it to check and verify the RICA details to ensure we were the simcard holder????? Absolute pathetic!!!!!!!! All the consultants can say is "This is the system we follow". Well MTN, it is a STUPID system FRUSTRATING your PAYING customers and you will loose us the MOMENT the contract is up for renewal.
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Riaan W's updateReviewer Update
10 Oct 2018, 07:27Update in this....
So, a visit to the police station, another trip to the Mall, a very helpful person actually over writing the stupid questions after listening to our story, sim swap done. About 90 minutes later - online. And here we go again.....
You can make calls. You can receive calls. But the data share function is not working. Removed the number from service. Re activated number for service. Received sms confirmations from MTN on both contract share account and new replaced sim number. Still does not work. Read your reply above - this is what I experienced:
Called yesterday. Call center cannot help due to the account holder not present (it is my wife which works during the day and are with another network - so not to incur call charges we need to phone from the contract device. OK - understandable. Wait till she gets home at 6.45pm. Called. Spoke to consultant. Told us the data share service was de-activated. TOLD her NO IT WAS NOT, as the other pre-paid number sharing this service is working 100%. Not trying to get into a fight, she "activated" the service and told us to try again. Needless to say it did not work. Called again. Got transferred to pre-paid. Told them the whole story, told me it is a contracts problem, but they will reset the pre-paid line just in case. Asked to swith phone off, remove sim, and wait 5 minutes. Did that. No change. Called again. Asked the contracts department consultant to speak to a supervisor. Refused. Told her I complained, and was advised by you to speak to a SUPERVISOR. Guess what - she transferred me to pre-paid. I lost my cool. Asked pre-paid for a supervisor. Explained the complete story again. She checked and said on her side the pre-paid sim is active, she can see the data-share is activated. She will transfer me directly to a contracts supervisor. Held a few minutes, she came back saying no one is available, she will take my details and get them to call me within the hour. this was now around 7.30. Guess what. No call. A call was made from MTN to me at 22.35 - by then the phones was on silent as it is a school night. So my son is still without data connectivity...... I would LOVE your response on this as it is clear that you have a number of poorly trained call center agents unable to assist or escalate issues to the correct department.....
RW
Riaan W's update10 Oct 2018, 07:27
Reviewer Update
Update in this....
So, a visit to the police station, another trip to the Mall, a very helpful person actually over writing the stupid questions after listening to our story, sim swap done. About 90 minutes later - online. And here we go again.....
You can make calls. You can receive calls. But the data share function is not working. Removed the number from service. Re activated number for service. Received sms confirmations from MTN on both contract share account and new replaced sim number. Still does not work. Read your reply above - this is what I experienced:
Called yesterday. Call center cannot help due to the account holder not present (it is my wife which works during the day and are with another network - so not to incur call charges we need to phone from the contract device. OK - understandable. Wait till she gets home at 6.45pm. Called. Spoke to consultant. Told us the data share service was de-activated. TOLD her NO IT WAS NOT, as the other pre-paid number sharing this service is working 100%. Not trying to get into a fight, she "activated" the service and told us to try again. Needless to say it did not work. Called again. Got transferred to pre-paid. Told them the whole story, told me it is a contracts problem, but they will reset the pre-paid line just in case. Asked to swith phone off, remove sim, and wait 5 minutes. Did that. No change. Called again. Asked the contracts department consultant to speak to a supervisor. Refused. Told her I complained, and was advised by you to speak to a SUPERVISOR. Guess what - she transferred me to pre-paid. I lost my cool. Asked pre-paid for a supervisor. Explained the complete story again. She checked and said on her side the pre-paid sim is active, she can see the data-share is activated. She will transfer me directly to a contracts supervisor. Held a few minutes, she came back saying no one is available, she will take my details and get them to call me within the hour. this was now around 7.30. Guess what. No call. A call was made from MTN to me at 22.35 - by then the phones was on silent as it is a school night. So my son is still without data connectivity...... I would LOVE your response on this as it is clear that you have a number of poorly trained call center agents unable to assist or escalate issues to the correct department.....
RW
Riaan W's updateReviewer Update
12 Oct 2018, 07:58Update 2...
So, another 2 days, another 5/6 phone calls, send from pillar to post - and guess what - still not working. I have spoken to roughly 13 different people in this journey, and with the exception of ONE person who was very helpful, professional and actually followed up ONCE (and I had to tell him the person he referred the case to has NOT made contact.....).
To summarize: Call center personal are VERY poorly trained. It was evident when I called to stop the ****** sim card, and was told by the agent it cannot be done! They don't listen properly, and have no idea to escalate problems. There is no department actually helping frustrating clients. The manager / escalation ratio is also very poor - almost every instance I could not speak to a manager due to the fact that he/she was busy..... and would call back. And in only ONE instance did the manager actually call back - 3 and a half hours later when I was already sleeping.....
We have no network issues - MTN offers good value for money deals considering the coverage offered (other companies have better deals, but when you see the Gauteng border boards data coverage is gone. BUT, if you have a problem, this sort of service levels to our fixed line operations company in SA = non existing. Even on this forum I received ONE reply (in private - so you cannot read it....), stating to ask for a manager next time I called. And you can all read how that turned out.....
RW
Riaan W's update12 Oct 2018, 07:58
Reviewer Update
Update 2...
So, another 2 days, another 5/6 phone calls, send from pillar to post - and guess what - still not working. I have spoken to roughly 13 different people in this journey, and with the exception of ONE person who was very helpful, professional and actually followed up ONCE (and I had to tell him the person he referred the case to has NOT made contact.....).
To summarize: Call center personal are VERY poorly trained. It was evident when I called to stop the ****** sim card, and was told by the agent it cannot be done! They don't listen properly, and have no idea to escalate problems. There is no department actually helping frustrating clients. The manager / escalation ratio is also very poor - almost every instance I could not speak to a manager due to the fact that he/she was busy..... and would call back. And in only ONE instance did the manager actually call back - 3 and a half hours later when I was already sleeping.....
We have no network issues - MTN offers good value for money deals considering the coverage offered (other companies have better deals, but when you see the Gauteng border boards data coverage is gone. BUT, if you have a problem, this sort of service levels to our fixed line operations company in SA = non existing. Even on this forum I received ONE reply (in private - so you cannot read it....), stating to ask for a manager next time I called. And you can all read how that turned out.....
RW
Riaan W's updateReviewer Update
13 Oct 2018, 19:07Update 3... So, another day. Today we tried a few other things. Swapped the simcards around. Evident that it is only the new simcard in question. Put it in any device - off line when trying to use data service. Use another simcard in new phone - works 100%. So back to the MTN store. After 20 minutes the verdict is simcard. Ok, please swap it. Sorry. No can do. Have to log a technical error with MTN. HaHa. Tried this since Monday. Anyway, eventually the MTN store employee got hold of the call center, fault logged - standard response - wait 24 hours for a reply from Technical department.... unacceptable since we are struggling since MONDAY, but MTN does not care. Asked for a REFERENCE number to be sent to the account holder since the call was made from the MTN store. No number received. Eventually found out the reference was sent tot he MTN employee's phone. MTN. You have to laugh at this incompetence. Any case - I am sure I will post soon as I don't see a resolution as you need competent people to resolve problems,,,
RW
Riaan W's update13 Oct 2018, 19:07
Reviewer Update
Update 3... So, another day. Today we tried a few other things. Swapped the simcards around. Evident that it is only the new simcard in question. Put it in any device - off line when trying to use data service. Use another simcard in new phone - works 100%. So back to the MTN store. After 20 minutes the verdict is simcard. Ok, please swap it. Sorry. No can do. Have to log a technical error with MTN. HaHa. Tried this since Monday. Anyway, eventually the MTN store employee got hold of the call center, fault logged - standard response - wait 24 hours for a reply from Technical department.... unacceptable since we are struggling since MONDAY, but MTN does not care. Asked for a REFERENCE number to be sent to the account holder since the call was made from the MTN store. No number received. Eventually found out the reference was sent tot he MTN employee's phone. MTN. You have to laugh at this incompetence. Any case - I am sure I will post soon as I don't see a resolution as you need competent people to resolve problems,,,
RW
Riaan W's updateReviewer Update
15 Oct 2018, 15:08Update 4.... Ok, as you all guessed NO one called back within 24 hours. Another call to the call center, another fight to get transferred to a supervisor, just to be told technical does not work over weekends so we will get feedback Tuesday..... So on Saturday we were told technical will get back to us within 24 hours. Sunday the story changed. I wonder what is installed for us today on this lovely Monday.........
RW
Riaan W's update15 Oct 2018, 15:08
Reviewer Update
Update 4.... Ok, as you all guessed NO one called back within 24 hours. Another call to the call center, another fight to get transferred to a supervisor, just to be told technical does not work over weekends so we will get feedback Tuesday..... So on Saturday we were told technical will get back to us within 24 hours. Sunday the story changed. I wonder what is installed for us today on this lovely Monday.........