1 reviews | Active since Feb 2017
MTN: creating false expectations
MTN makes promises which they do not keep. They create expectations, but they don't deliver. Or do they deliver? ... apparently they do ... but how? ... the "rules" they apply are totally unfair and ridiculous. I would like to warn everyone.
I upgraded my contract on 16 June 2017. I didn't expect any surprises or gifts .... but I received the following sms on 17 June 2017, together with my first free 10 GB data:
"Yello You have received your FREE 10GB per month for 3 months LTE data bundle, valid for 30 days. Thanks for choosing MTN. T's and C's apply"
On 21 June 2017 I received the following sms .... and I assumed that they referred to the free 10 GB data I received on 17 June 2017:
"Y'ello, you have been credited with 10.49GB Data, 200 Minutes and 200 SMS. Please dial *141# for detailed balances."
On 21 July 2017 the following sms:
"Y'ello, you have been credited with 10.49GB Data, 200 Minutes and 200 SMS. Please dial *141# for detailed balances."
And also on 21 July 2017:
"Yello You have received your FREE 10GB per month for 3 months LTE data bundle, valid for 30 days. Thanks for choosing MTN. T's and C's apply"
So, on 17 and 21 June, I received 2 messages, one informing me about the free 10 GB data, and one telling me that I've been credited with 10+ GB, my airtime and sms'es.
Again on 21 July I received the 2 messages, one informing me about the free 10 GB data, and one telling me that I've been credited with 10+ GB, my airtime and sms'es.
Obviously I thought that the 2 messages I received on 17 and 21 June referred to my first free 10 GB data ... and the 2 similar messages that I received on 21 July referred to my second free 10 GB data.
So, I was expecting my third and last free 10 GB data, but I received the following sms on 21 August 2017, informing me that I am only getting my normal 500MB data:
"Y'ello, you have been credited with 500MB Data, 200 Minutes and 200 SMS. Please dial *141# for detailed balances."
On 24 August I phoned MTN. The call desk operator escalated the call. On 25 August I phoned MTN to follow up. I was told that the message I received on 17 June referred to my first free 10 GB data. The message on 21 June referred to my second free 10 GB data.
So, thank you very much MTN ... you gave me 10 GB free data on 17 June ... VALID FOR 30 DAYS ... as stipulated in the sms ... but then you expected me to use the 10 GB data from 17-21 June ... because on 21 June you gave me the second 10 GB free data, and I must have lost the first 10 GB free data then without me even realizing it. If only I knew I only had 4 days to use up the first 10 GB free data. What happened to the "VALID FOR 30 DAYS"?
Dear Corne,
Thank you for taking the time to communicate to us why our product did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
At MTN, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that I am very sorry.
Kindly note we have provisioned your number with an additional 10GB data bundle valid for 30 days which will reflect on your balance within 2 to 24 hours.
Your concern was not handled properly, and we are going to further investigate this situation to ensure that this does not happen again.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Should you need help in the future, please do not hesitate to contact me directly, and I will be very happy to assist you.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
Dear Corne,
Thank you for taking the time to communicate to us why our product did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
At MTN, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that I am very sorry.
Kindly note we have provisioned your number with an additional 10GB data bundle valid for 30 days which will reflect on your balance within 2 to 24 hours.
Your concern was not handled properly, and we are going to further investigate this situation to ensure that this does not happen again.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.
Should you need help in the future, please do not hesitate to contact me directly, and I will be very happy to assist you.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,