MTN Direct - sad day for communications
<p>Hello Peter</p> <p>A few months ago, we were contacted by MTN Direct to offer us a new phone (on our existing contract that was due for an upgrade).</p> <p>We asked if a specific handset could be delivered, so that we could have a look at it. It never arrived, but we were billed for it immediately. When we contacted MTN, it appeared that they had TRIED to deliver the handset, but could not find us..... This did not stop them from billing us.</p> <p>Since then, it has been a nightmare of epic proportions to get the refund on our account. This upgrade has been cancelled, but the monthly deductions continue. Numerous phone calls, reference numbers and re-directs have taken place. This process is now entering its third month.</p> <p>In the interim, the handset that we were using was broken, so we are now sitting without a phone on that contract. This is extremely frustrating, as we do not dare start another process until this farce is sorted out. </p> <p>Sad day, MTN.</p> <p>Any advice for a new "sucker" of MTN Direct?</p> <p> </p>
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Really MTN ! Is a template answer the best you can come up with?
Herewith a summary of the sitauation:
1 August, cancelled with MTN Direct. UV **********
24 August - Ref number: ********** 66 - Zikhani - refund ref number REQ ********** . An email was sent to us, assuring us that this would be attended.
2 September - Ref number: ********** - Nonhlanhla - the refund should be sorted out, call on Monday to follow up.
14 September - Ref number: ********** 23 - Gugulethu - Migrated to retentions, call on Thursday
15 September - Ref number REQ ********** Try again on Friday
16 September - Ref number ********** 05 - Sibulelu - Migrated to retentions
19 September - Ref number ********** 60 - Dudu - Systems down, call on Tuesday
21 September - Ref number ********** 32 - Vanessa - Apparently the migration was not done, and she did it while I waited, I then asked if it can be escaleted , as I am getting very frustrated.
What next????
Really MTN ! Is a template answer the best you can come up with?
Herewith a summary of the sitauation:
1 August, cancelled with MTN Direct. UV **********
24 August - Ref number: ********** 66 - Zikhani - refund ref number REQ ********** . An email was sent to us, assuring us that this would be attended.
2 September - Ref number: ********** - Nonhlanhla - the refund should be sorted out, call on Monday to follow up.
14 September - Ref number: ********** 23 - Gugulethu - Migrated to retentions, call on Thursday
15 September - Ref number REQ ********** Try again on Friday
16 September - Ref number ********** 05 - Sibulelu - Migrated to retentions
19 September - Ref number ********** 60 - Dudu - Systems down, call on Tuesday
21 September - Ref number ********** 32 - Vanessa - Apparently the migration was not done, and she did it while I waited, I then asked if it can be escaleted , as I am getting very frustrated.
What next????