SC
Susan C
1 reviews | Active since Oct 2018
30 Oct 2018, 16:08
MTN Contract Services
I received multiple calls from an MTN partner trying to get me to upgrade my mobile phone contract. I repeatedly told the company I'd like to upgrade in store but eventually agreed to an upgrade which I assumed would include a new device, especially since the new contract monthly repayment is very high. It was not mentioned that the new contract would not include a new device. I've tried to rectify this with MTN and since I was dealing with a partner company, who they provided with my number, they say they cannot help me. After this very disappointing episode I am cancelling my MTN contract.
Helpful (0)
Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
30 Oct 2018, 21:56Thank you for your post.
We sincere apologized for any inconvenience incurred.
The upgrade was done with Rewards Sales. The billing reflects the account is billed for a promo fee (device). R17.39 (vat nor included)
We have escalated the complaint to the sales team to contact and assist you.
The email address ***.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply30 Oct 2018, 21:56
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
The upgrade was done with Rewards Sales. The billing reflects the account is billed for a promo fee (device). R17.39 (vat nor included)
We have escalated the complaint to the sales team to contact and assist you.
The email address ***.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
SC
Susan C's updateReviewer Update
31 Oct 2018, 09:02I've had a discussion with the buymondo sales consultant and although she admits that the consultant did not mention that I would not get a device on my original call, they cannot cancel or amend the contract. I am very unhappy with this service after being a customer of MTN for well over 10 years. I will be switching to Vodacom who have the package I require.
SC
Susan C's update31 Oct 2018, 09:02
Reviewer Update
I've had a discussion with the buymondo sales consultant and although she admits that the consultant did not mention that I would not get a device on my original call, they cannot cancel or amend the contract. I am very unhappy with this service after being a customer of MTN for well over 10 years. I will be switching to Vodacom who have the package I require.
MTN South Africa's replyOfficial
31 Oct 2018, 12:51Thank you for your patience.
Rewards has responded:
Good Day,
Kindly note that, following an investigation, it has been deemed invalid as the agent advised correctly regarding the package amount.
There was no mention of or request for a device.
The customer was given feedback.
Regards,
Crescens Roland Varathan
Social Media Team , Rewards
The customer was given feedback.
We have requested for the pull recording.
They have confirmed there was no device, the promo fee was removed, the account is credit with R60.00 for the promo fee charge from August 2018 to October 2018. The credit will reflect in 2 days on the account.
We do pickup that the cancellation department has assisted you with the early termination fee
***
Sec checks done
ETF 2,351.97
Unbilled invoice 1128.13
Current invoice 1119.91
Total 4600.00
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number A***
Payment will reflect in 48 hours, 808 call centre can be contacted 135 from the device to assist you with the cancellation.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply31 Oct 2018, 12:51
Official
Thank you for your patience.
Rewards has responded:
Good Day,
Kindly note that, following an investigation, it has been deemed invalid as the agent advised correctly regarding the package amount.
There was no mention of or request for a device.
The customer was given feedback.
Regards,
Crescens Roland Varathan
Social Media Team , Rewards
The customer was given feedback.
We have requested for the pull recording.
They have confirmed there was no device, the promo fee was removed, the account is credit with R60.00 for the promo fee charge from August 2018 to October 2018. The credit will reflect in 2 days on the account.
We do pickup that the cancellation department has assisted you with the early termination fee
***
Sec checks done
ETF 2,351.97
Unbilled invoice 1128.13
Current invoice 1119.91
Total 4600.00
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number A***
Payment will reflect in 48 hours, 808 call centre can be contacted 135 from the device to assist you with the cancellation.
Kind Regards,
Alice van der Merwe
Best regards,