MTN Deliverys - DSV Fingerprint Verification Not Reliable
My complaint is in reference to my MTN order, see reference number below.
Reference number ***
The MTN delivery service in partnership with DSV has been a complete failure to the consumer.
In my situation the following has occurred:
1. DSV delivered to the wrong address.
2. Had to call DSV multiple times to re-schedule the delivery because they didn't deliver when they said they would.
3. DSV was provided with all the valid proof of address and ID documents when they did eventually deliver, but wouldn't complete the delivery because they couldn't verify my fingerprints.
I have never provided DSV or MTN with my fingerprints, and even if it is linked to home affairs I am not convinced that the system is unaffected by technical issues.
Furthermore, there is no legislative or regulatory requirement to only verify someone's identity via biometrics.
The fact remains, I have provided a valid ID book with copies and two valid proofs of address which should suffice.
It is completely unacceptable that my receiving a SIM card hinges on a new biometrics system that infringes on my constitutional rights as a citizen of South Africa.
I would like to know on what grounds DSV is allowed to refuse to give me my parcel and goods that I have paid for. If you need my fingerprints as a reference you can have them, but neither MTN nor DSV has the right to refuse me my goods which I have paid for simply because you don't have an accurate biometric system.
It is now almost 20 working days and I am still without the SIM card I have already paid for and unable to use the services owed to me.
There has been no communication from the MTN ***** department in terms of validating my identity which is part of the manual verification process, and DSV continues to call me without any guarantee that they can deliver my parcel without failure.
I called and emailed MTN on multiple occassions and the customer service team has made no attempt to address the issue directly with any constructive solutions for resolving the issue.
Customer service, sales and delivery departments are all ineffective at resolving this particular issue.
If MTN can't effectively deliver SIM cards to legally born South Africans with valid identity documents, how are they going to deliver to thousands of other people across the country?
This customer service response is completely unacceptable.
Here is the reference number:
***
And this is what I paid for:
BOZZAGIGS
10GB
ANYTIME DATA:5GB
NIGHT EXPRESS:5GB
R99
DSV failed to deliver the SIM card for this package multiple times.
I have called both DSV amd MTN to resolve this issue but no processes were followed.
MTN was supposed to have manually verified my identity after DSVs biometric verification process had failed. This never happened.
This order was originally done on the 29 November 2022 and after 12 months MTN have neither refunded me nor have they offered me a replacement package in line with what I previously ordered.
I have a screenshot of my bank statement as proof and I am happy to share the original FNB statement with anyone willing to resolve this issue.
In terms of Consumer Protection MTN has failed me and I have now reported MTN for a second time on this matter to the consumer ombudsman.
Here are my consumer rights which have been infringed upon.
Consumer Right No. 1:
Right to Equality in the Consumer Market and Protection against Discriminatory Marketing Practices
MTN and DSV have both treated me without equality as I was only given one option for verifying my identity. Ultimately, DSVs fingerprint verification process didn't work on multiple occasions and no alternative option of verification was afforded to me.
Consumer Right No. 3:
Right to Choose
MTN has now lost my order without giving me the consumer the option of choosing a replacement package or even a refund.
Consumer Right No. 4:
Right to Disclosure of Information
In terms of full disclosure I would like to know how MTN failed in their service and how they managed to lose my order after 3 failed delivery attempts by DSV.
Consumer Right No. 6:
Right to Fair and Honest Dealing
The fact that my order was never delivered and has disappeared from the system without any proof of a refund points to dishonest business dealings.
Consumer Right No. 9:
Right to Accountability from Suppliers
I want accountability from both MTN and DSV as a logistics supplier for the complete failure in their role as delivery partner.
For further information on my order please see the first email at the bottom of the thread of forwarded emails.
I have also attached a copy of my bank statement showing when I made the purchase last year.
If this issue is not resolved by the end of this month I will open a ******** case of theft against MTN.
Thank you
This customer service response is completely unacceptable.
Here is the reference number:
***
And this is what I paid for:
BOZZAGIGS
10GB
ANYTIME DATA:5GB
NIGHT EXPRESS:5GB
R99
DSV failed to deliver the SIM card for this package multiple times.
I have called both DSV amd MTN to resolve this issue but no processes were followed.
MTN was supposed to have manually verified my identity after DSVs biometric verification process had failed. This never happened.
This order was originally done on the 29 November 2022 and after 12 months MTN have neither refunded me nor have they offered me a replacement package in line with what I previously ordered.
I have a screenshot of my bank statement as proof and I am happy to share the original FNB statement with anyone willing to resolve this issue.
In terms of Consumer Protection MTN has failed me and I have now reported MTN for a second time on this matter to the consumer ombudsman.
Here are my consumer rights which have been infringed upon.
Consumer Right No. 1:
Right to Equality in the Consumer Market and Protection against Discriminatory Marketing Practices
MTN and DSV have both treated me without equality as I was only given one option for verifying my identity. Ultimately, DSVs fingerprint verification process didn't work on multiple occasions and no alternative option of verification was afforded to me.
Consumer Right No. 3:
Right to Choose
MTN has now lost my order without giving me the consumer the option of choosing a replacement package or even a refund.
Consumer Right No. 4:
Right to Disclosure of Information
In terms of full disclosure I would like to know how MTN failed in their service and how they managed to lose my order after 3 failed delivery attempts by DSV.
Consumer Right No. 6:
Right to Fair and Honest Dealing
The fact that my order was never delivered and has disappeared from the system without any proof of a refund points to dishonest business dealings.
Consumer Right No. 9:
Right to Accountability from Suppliers
I want accountability from both MTN and DSV as a logistics supplier for the complete failure in their role as delivery partner.
For further information on my order please see the first email at the bottom of the thread of forwarded emails.
I have also attached a copy of my bank statement showing when I made the purchase last year.
If this issue is not resolved by the end of this month I will open a ******** case of theft against MTN.
Thank you