MS
Meera S
1 reviews | Active since Dec 2011
27 Jul 2016, 06:44
MTN AVOIDING COMPLAINTS
<p>In March 2016, I signed a new MTN contract at the Cresta Store.</p> <p> </p> <p>In June, I found out that MTN was billing me for BIS and BES data.</p> <p> </p> <p>I logged a case with MTN Cresta and followed up with MTN directly.</p> <p>MTN had advised that they had recommended that since the Cresta Store needed to refund me as I did not sign up for BIS and BES.</p> <p> </p> <p>On Thursday 14 July 2016, I spoke to the store manager (Tshlongi) regarding a case I logged. He undertook to get back to me on Tuesday 19 July.</p> <p>He didn’t. I called the store daily but the line was either engaged or nobody answered.</p> <p> </p> <p>On Saturday 23 July I went into the store and spoke to Victor who undertook to call me on Monday 25 July with an answer. He didn’t call me back.</p> <p> </p> <p>On Tuesday 26 July, I called the store again and spoke to Simon who said that the manager will call me by the end of the day (I called twice).</p> <p>The manager is yet to call me back.</p>
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Replies (2)
MTN South Africa's replyOfficial
27 Jul 2016, 19:26Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
REQ: **********
Best regards,
MTN South Africa's reply27 Jul 2016, 19:26
Official
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Please be advised that this has been escalated to the Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.
Warm regards,
mike
REQ: **********
Best regards,
MS
Meera S's updateReviewer Update
05 Aug 2016, 09:35Mike called once and promised to call back with a resolution. This was more than a week ago and no-one in MTN has called to assist with resolving this.
Where does MTN show they value their customers?
Pravesh
**********
MS
Meera S's update05 Aug 2016, 09:35
Reviewer Update
Mike called once and promised to call back with a resolution. This was more than a week ago and no-one in MTN has called to assist with resolving this.
Where does MTN show they value their customers?
Pravesh
**********