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Parisha B

1 reviews | Active since Dec 2017

22 Mar 2019, 12:14

MTN does not demonstrate Integrity

MTN lack of values of integrity. The client is certainly not top of mind.

On the 2 March , my husband I went into a MTN outlet in Cascades Pietermaritzburg. There was a promotion for online which is valid till the end of March 2019, as per the website.The sales rep withheld information that we had to apply online and gave us an impression that she will be dealing with it. She was surprised by the special and said she would be liaising with her manager. She also confirmed that it looked really good and she wonders if it is an error but confirmed that MTN has to honour it as it is published. Being a Saturday , we left it in her hands with utmost trust. Monday,no feedback from the sales rep, we followed up. She said she will give us feedback. On Tuesday to our horror she tells us she cannot assist in store we have to apply online. She should have advised us of this immediately when we made the enquiry. When we went online the advert was removed. We have a screendump of the advert.

Since I logged a formal enquiry as guided by the sales rep. (who has washed her hands from this incident), we have not received formal feedback. The query was logged on the 7th of March. I keep getting told that the matter is being escalated.

After numerous e-mails from myself and calls from different individuals not confirming or acknowledging ,was has taken place. That the advert was online and their formal stance on the way forward. I asked for the matter to be looked and escalated at the last level of management and I would like formal feedback.

To date I do not have this. I wonder if it is intentional to wait out the month to then say , it was only valid for March.

I am furious at the lack of follow-through and responsibility taken by MTN. Now is the time MTN needs to demonstrate its values, from a clients perspective it make me feel like MTN does not live up to its values , where is the integrity and making the seemingly impossible, possible?

"As a global brand, MTN subsists on the core brand values of Leadership, Integrity, Relationships, Innovation and a Can do attitude. We pride ourselves on our ability to make the seemingly impossible possible, connecting people with friends, family and opportunities and enriching lives through our products and services."

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Replies (4)
MTN South Africa
MTN South Africa's reply25 Mar 2019, 12:00
Official
Good day Parisha Bhoola

Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention. 
Kindly note that we are currently investigating as there is correspondence on our system and the emails that you sent to our Enterprise Support Services.

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team

Best regards,

PB
Parisha B's update25 Mar 2019, 21:48
Reviewer Update
Hi Dinesh, Thank you for coming back to me. Do you know when I will have a firm answer on the way forward? Parisha
PB
Parisha B's update29 Mar 2019, 08:33
Reviewer Update
MTN has still not provided formal feedback to me. It is 27 days and this matter is still not resolved. An offer to purchase was made with the seller (MTN branch) on the 2 March. I think the conduct is poor . There is a total lack of taking responsibility and certainly no care demonstrated. MTN , this is really disappointing.
PB
Parisha B's update29 Mar 2019, 20:46
Reviewer Update
Dinesh, I am waiting for you to come back to me. I have not received feedback on your investigation of what happened. In 4 days I have had no feedback from you. I received a response from sales which does not respond to the complaint or addresses the issue at hand.I went to process my application for the promotion offered on the 2 March and due to MTN's representative providing incorrect information , I could not fulfill the deal on the 2 March.They said that they will sort everything out by Monday the 4th of March. It is very disappointing that the SME Specialist Team Manager takes no responsibility for MTN 's role in what happened. His e-mail is dismissive and states that the offer was for consumers and not business. I was told on the Saturday, 2nd of March that because they cannot get the code off the system, everything would be sorted out on Monday . She said she could not get ahold of anyone from MTN on Saturday so she will follow up on Monday. At that time the sales rep. advised that I can qualify for the deal on the business or personal capacity. The deal is then withdrawn from the system on Monday. The SME Specialist Team manager responded in a dismissive way , saying: "This promo has expired already and is no longer available for Consumer customers." The deal was valid till the end of March. I can't believe that the store that made the error is not honoring the deal they said that would get back to us on. Furthermore, what is worse is how this matter is being handled by more senior individuals when it was escalated. I have reached a point where I can see that this is going nowhere. MTN is using the age old tactic of wearing down the consumer so that they do not have to honor the deal.I am taking the time to record the experience on Hellopeter to make other consumers aware .