MTN cannot provide contractual data for 17 months

Item: MTN South Africa
Rating: 2
Author: Gerhard E

When I took out a contract in 2014, MTN started charged me for my free 1GB data. It has not yet been resolved. They refuse to refund me or confirm in writing that the account has been fixed, and that I will not be billed again for my free data. I will not allow them to bill me again for free data, so I continue to buy my mobile data manually from another vendor. Various issues with my online account was eventually resolved after months of fighting. ONLY in response to HelloPeter, and NOT to customer care queries, did MTN phone me. Once. They promised to refund me the thousands of Rand they billed without justification. Obviously, NOTHING HAPPENED. In my opinion, when MTN sends me an email, but refuse to confirm any of the issues I raised, provide me with information, or offer a resolution, they have not \responded\" or dealt with my query. They just create a new reference number each time. They have NO INTENT of fixing the issue. 17 months and counting. MTN has apparently accepted HelloPeter as their only channel for customer service where they sometimes reply to, although they always fail to actually do anything."

Helpful (0)

Replies (2)

MTN South Africa's replyOfficial

20 Apr 2016, 11:03

Hello silo99,

Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.

The matter has been escalated to the relevant management team for urgent attention to pass the credit in your account. On the notes it does show that a credit request was made a few months ago.

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.

Regards
Thabelo
REQ:***

Best regards,

MTN South Africa's reply20 Apr 2016, 11:03

Official

Best regards,

Gerhard E's updateReviewer Update

16 May 2016, 17:23

MTN, stop lying. You have NO INTENTION of resolving the issues on my account. Last year you called me, ****, promised a lot of things, then DID NOTHING. My issues are almost 18 months old, and you have not had the decency of responding to any of my emails in a way that shows you took the effort to read it. I know you cannot understand my issues, since you have demonstrated this multiple times. Your customer service "centre" has no intention of resolving my issues, only sending useless replies to emails. REALLY. I am not stupid. The National Consumer Commission may get you to act like an ethical business. You say: "...it is not our intention to displease you" It is. You do not care. Almost a month later after your empty promise, and no response. Call me, but only if you understand English, care enough to do something and know what my issues are. .

Gerhard E's update16 May 2016, 17:23

Reviewer Update