Hellopeter
Share Your Experience
HS
Heidi S

1 reviews | Active since Sept 2018

04 Sept 2018, 10:17

MTN Direct-upgraded and billed but still waiting for handset

On 16 August I phoned MTN Direct to upgrade my contract, the handset was delivered on 23 August however it was the incorrect handset and I never took delivery. I have been contacting ********** relentlessly for almost two weeks and every time I am told they will escalate to DSV as it was their fault. And every time I am promised they will follow up with DSV and give me a call which never happens. I so regret upgrading with MTN Direct. I tried to cancel my upgrade this morning only to be told I cant with no explanation and again a promise that they will escalate and phone me back

0
Replies (3)
HS
Heidi S's update06 Sept 2018, 07:33
Reviewer Update
Day 4 and still no response or call from MTN as promised on Monday. I have been a loyal customer for over 14 years and never have I felt so disappointed. If I could, I would really take my business elsewhere however I can't cancel my upgrade. Now I am stuck for the next two years with a 'Service' provider that does not uphold their part of the deal and clearly does not care. MTN Direct is only interested in making sales and not retaining customers. You have now lost a loyal customer.
MTN South Africa
MTN South Africa's reply12 Sept 2018, 09:32
Official

Good day Heidi

Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.

Please give us a chance to look into this and revert back to you.

Warm Regards,

Ayanda Mthimkhulu

Complaints Management Team

MTN South Africa
MTN South Africa's reply12 Sept 2018, 11:20
Official

Good day Heidi

As per our conversation earlier, I was pleased to know that DSV has made contact with you and confirmed the delivery of your device.

We apologise for the annoyance that this may have caused you. The company is actively working to improve service levels and we thank you for bringing this to our attention. Should you require any further assistance please do contact us.

Warm Regards,

Ayanda Mthimkhulu

Complaints Management Team