MTN Data bundles and airtime missing continuously - inadequate response - BAD customer services

<p>With great disappointment I write this review referrencing an experience that was utterly disgusting I received from MTN and its representatives. </p> <p> </p> <p>It has been almost a year that I am on contract with MTN for an iPhone 6s. Prior to this I owed an iPhone 4s for over 3 years. I am well informed/fami**** with the product and its operating system (iOS). As for the service provider, MTN has always been my preference for a very long time. This has however changed based on my recent experience with the services I received from its representatives.</p> <p> </p> <p>When my data plan depleted this month, on the 9th August 2016 I loaded 100MB of data. I soon (within few minutes) notices that my data bundles was up. This I did not understand, yet I ignored. The following day 10th August 2016 I then loaded Airtime that I converted to data (another 100MB), even that within two min was up. On the same day later I then loaded R15 airtime, and the airtime disappeared as well. I then decided to call the 808 post-pay customer care contact centre to enquire about this. The agent I spoke to at first told me that none of these transactions reflect on their system/database. She then advised me to switch off my device for at least 10 minutes then back on thereafter. This I have done however the problem remained. I again called the same department. The agent I spoke the second time around also could not confirm what was happening on my account. After I was put on hold for several times, the agent was only able to confirm 1 transection of the 3 mentioned above. The transaction confirmed was for 100MB data bundle purchased on the 10th August 2016 at 13h58 that was used up at 14h00. When I questioned the agent of the cause, she could not answer me but referred me to the 1555 data contact centre for details. By this time I was really irritated bouncing from one department/agent to another…</p> <p> </p> <p>On the 11th August I then called the 1555 data department. I refused to deal with any of the agents based on my historical experience with them. I immediately requested to be put through to the team leader/management. But the agent insisted on helping me, of which I knew she was only going to waste my time. And she did.</p> <p> </p> <p>Having been on a call with the agent for over 45 minutes, my call was then put through to a team leader named Mike. The call with Mike was very unpleasant. Mike was very hostile, no empathy /remorse what so ever. Instead of apologising, Mike was very argumentative and blamed me for this predicament. Mike told me that it was my own fault that my phone was doing application updates using data. My response to Mike was that I have had this phone for almost a year now, my phone has always been set to update application and even software when connected to wifi [only], and even then, these updates don’t happen automatically, my consent is required first before the update can begin. Furthermore to that, I also explained to Mike that I only have 3 applications that currently run on data, namely; Whatsapp, STD Bank app and Safari, I just don’t understand which application he is referring to that is updating using data and/or airtime. Mike was insisting on the application update as his reason. I then asked Mike which application(s) is he referring too. Judging by his tone of voice, Mike was very irritated, and told me the information will take about 3 working days to be generated. It is now day 3 and no feedback from Mike.</p> <p> </p> <p>Since this incidence I have been reluctant to recharge airtime or date bundle. Meaning, I have been offline 90% of the time ever since the 8th August 2016.</p> <p> </p> <p>With my contract plan (benefits i.e. talktime, data, ect) issued out yesterday, my cellular data was set off. This morning I decided to put my cellular data on again, within minutes over 400MB data was gone. I then decided to put my data off again, and go to the MTN outlet store in Parkade mall, Strand Street, Cape Town.</p> <p> </p> <p>At the MTN store I was assisted by Andrew. I, in detail explained the whole story to Andrew. I even displayed my mobile device to Andrew to prove my point. Andrew just looked at my device and said in confidence, quote: “it is the applications that are running at the background that’s using up your data and airtime”. I was so disappointed with the inadequate response I received from Andrew. I again displayed my device and tried to explain to Andrew, none of the background applications (i.e. Notes, Photos, Phone, Messages, Contacts) is using data. Even then Andrew insisted it was those applications. I then asked Andrew to look in to the database or system to tell me what is happing on my account. Andrew said unfortunately he is unable to do so. My problem with Andrew was that he did not even try to assist me with this problem. He gave me a bull$#1+ of an excuse thinking I was going to settle for it. Andrew did not even make a recommendation or giving me alternative ways to resolve the problem, he dismissed… I am disgusted beyond. Stupid</p> <p> </p> <p>After the senseless experience with Andrew, I called the contact centre (1555 data department) to follow up on this reference. I request from the agent named Xolani to speak to Mike the Team Leader. I was surprise when Xolani told me that there is no team leader in the whole data department named Mike. I had to AGAIN explain myself to Xolani this time. I was angry but I did not let it show until Xolani said I must call the 808 customer service department. I was so angry I had to drop the call. </p> <p> </p> <p>Based on the experience I had received from MTN, these are my expectations:</p> <p>1. Phone call and an admission of responsibility letter from both Andrew and team leader Mike (if that is his real name);</p> <p>2. An email followed up with a phone call explaining the cause of this predicament;</p> <p>3. Full re-imbur*****t of data and airtime as from 9th August 2016 to date;</p> <p>4. Unlimited data bundle for 3 months as a good will gesture for the inconvenience, and poor customer services.</p> <p> </p> <p>MTN has 24 hours to respond to this complaint. Failure to do so will lead to:</p> <p>1. Cancelation of the debit order (no explanation, no payment), and;</p> <p>2. Possibility of contract cancelation.</p> <p> </p> <p>NB: I will be contacting my lawyer for advice, should MTN think of trying to blacklist me…</p>