CR
Carl R
1 reviews | Active since Apr 2018
16 Apr 2018, 09:50
MTN billing issue not resolved
Dear MTN please can someone call me urgently. After many calls to your sales division and apologies of billing errors you have since not corrected the matter and now handed me over to your attorney!!! a R69pm contract was billed on my account for almost R300pm and you have not been able to correct thus in 6 months!!!!! I have recorded calls (many) where you admitted the error on your side and still nothing. can someone please just call me to get this sorted please.
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Replies (4)
MTN South Africa's replyOfficial
16 Apr 2018, 10:42Good day Carl,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Kindly note that our billing department is still investigating your complaint and will revert to you as soon as possible. I would also suggest that you contact our call centre at 808 and request to speak to our credit management for assistance.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
MTN South Africa's reply16 Apr 2018, 10:42
Official
Good day Carl,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Kindly note that our billing department is still investigating your complaint and will revert to you as soon as possible. I would also suggest that you contact our call centre at 808 and request to speak to our credit management for assistance.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
CR
Carl R's updateReviewer Update
16 Apr 2018, 10:46hi
thanks for your reply. However, how do you hand over a client to debt collectors when you are still investigating an error that your company made?
Getting hold of anyone on your call centre is an issue as nothing gets resolved. I have logged another formal call to the call centre @ 10:36 with Portia. She has escalated this to the legal department and the KZN sales branch. Could you kindly provide me with the number of the KZN branch that sold me the contract?
I was promised a 48hr TAT on the reply - which is counting down now
CR
Carl R's update16 Apr 2018, 10:46
Reviewer Update
hi
thanks for your reply. However, how do you hand over a client to debt collectors when you are still investigating an error that your company made?
Getting hold of anyone on your call centre is an issue as nothing gets resolved. I have logged another formal call to the call centre @ 10:36 with Portia. She has escalated this to the legal department and the KZN sales branch. Could you kindly provide me with the number of the KZN branch that sold me the contract?
I was promised a 48hr TAT on the reply - which is counting down now
CR
Carl R's updateReviewer Update
10 May 2018, 16:42Hi there Dear MTN
I am beyond frustrated. I have spoken to another couple of MTN advisers and still this has not been sorted.
According to MTN there is an outstanding amount of about R200 which I have been begging you to deduct. Seeing that this entire debacle started due to your billing error. I keep on being referred to your legal depart which never answers their phones and never return calls. (again I have the calls recorded leaving messages at MBD). I have MTN reference numbers ***and 265 989 183.
Please explain to me why you cannot just debit my account with the outstanding amount (which took you more than 6 months to correct) from my account.
If this is a game to you I will gladly play. I have now created a log sheet with dates , times, references, names and recorded calls which I will now collect as evidence how much effort it is to deal with you and start sharing it via social media. there is absolutely no urgency in sorting out this issue and none of your staff or "legal" team has taken any accountability to assist.
I wonder how many of these complaints you receive daily and if it even bothers you that so much of time is being wasted.
lets see how efficient your complaints resolution works
CR
Carl R's update10 May 2018, 16:42
Reviewer Update
Hi there Dear MTN
I am beyond frustrated. I have spoken to another couple of MTN advisers and still this has not been sorted.
According to MTN there is an outstanding amount of about R200 which I have been begging you to deduct. Seeing that this entire debacle started due to your billing error. I keep on being referred to your legal depart which never answers their phones and never return calls. (again I have the calls recorded leaving messages at MBD). I have MTN reference numbers ***and 265 989 183.
Please explain to me why you cannot just debit my account with the outstanding amount (which took you more than 6 months to correct) from my account.
If this is a game to you I will gladly play. I have now created a log sheet with dates , times, references, names and recorded calls which I will now collect as evidence how much effort it is to deal with you and start sharing it via social media. there is absolutely no urgency in sorting out this issue and none of your staff or "legal" team has taken any accountability to assist.
I wonder how many of these complaints you receive daily and if it even bothers you that so much of time is being wasted.
lets see how efficient your complaints resolution works
CR
Carl R's updateReviewer Update
14 May 2018, 11:12hi
can someone with authority from MTN please give me a call. I will be submitting a formal complaint to the consumer protection ombud
CR
Carl R's update14 May 2018, 11:12
Reviewer Update
hi
can someone with authority from MTN please give me a call. I will be submitting a formal complaint to the consumer protection ombud