MTN Don't care about *****
<p>Two months ago my wife and I had a bond extension declined by our bank based on her apparent bad credit score with Transunion related to an outstanding debt of R35K for a contract with MTN which we did not initiate. After pulling her credit record from Transunion we discovered a debt with MTN account number A ********** in her name and ID number for around R35K related to either an error on MTN's side or Identity Theft. We immediately lodged a dispute with Transununion who are investigating for the last two weeks. She obtained an affidavit from the Police station and we submitted it to Transunion. We have also tried contacting MTN directly but to our frustration found the following:</p> <p> </p> <p>1) You cannot contact the MTN ***** line unless you have an MTN cell number.</p> <p>2) After submitting the online MTN ***** form there in NO confirmation of receipt of your form and NO reference number issued.</p> <p>3) After emailing a complaint to MTN we did receive a ref number (# ********** 3) but no further follow up to our request for a direct MTN contact number to deal with the ***** case.</p> <p>4) after trying numerous customer care contact telephone numbers the only one that we could get through on was the DIRECT SALES LINE. GO figure!!! The call centre agent was completely unhelpful and boredered on rude! He proceeded to explain the procedure to me that I told him upfront I was fami**** with and had already followed without success. After a long back and forth he gave me the contact number of the MTN head office - which I called but of course no answer. I wish I had recorded the conversation and could have loaded it on here - most frustrating and a complete waste of time!</p> <p> </p> <p>What we would appreciate is a direct ***** contact number or legal department number where we could straighten out the ***** in the shortest possible time because we have now had to put our lives on hold with no hope in sight of resolution and an institution unwilling to deal with potential ***** that it has facilitated! The MTN website states the following:</p> <p> </p> <p>"MTN has a zero tolerance for *****. To this end, we consider it particularly important for you join us in the fight to eliminate *****. Carrying out awareness and anti-***** programs focused on ***** and its consequences."</p> <p> </p> <p>I would argue that MTN should JOIN US in the fight against *****. PLEASE MTN MAKE DIRECT CONTACT with US - our lives should not be affected so negatively because your security systems are inefficient and you being unwilling to assist!</p>
Need I say more - So I eventually got an email adress for MTN Legal department - see the email below that was returned to me after weeks of getting the run around and eventually getting the legal department's email adress. At this stage I am going to the police station to lay a case of theft against Mr M Nyati (MTN CEO South Africa) in relation to a ********** MTN account openened in my wife's name that his company has facilitated and is unwilling to correct.
"Undeliverable: Fwd: ***** [# ********** 3]
********** via ext-delivery.za1.mtnsecure.comAttachments12:17 (14 minutes ago)
Delivery has failed to these recipients or groups:
**********The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.
The following organization rejected your message: NLAEXCMPA02.mtn.co.za."
Need I say more - So I eventually got an email adress for MTN Legal department - see the email below that was returned to me after weeks of getting the run around and eventually getting the legal department's email adress. At this stage I am going to the police station to lay a case of theft against Mr M Nyati (MTN CEO South Africa) in relation to a ********** MTN account openened in my wife's name that his company has facilitated and is unwilling to correct.
"Undeliverable: Fwd: ***** [# ********** 3]
********** via ext-delivery.za1.mtnsecure.comAttachments12:17 (14 minutes ago)
Delivery has failed to these recipients or groups:
**********The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.
The following organization rejected your message: NLAEXCMPA02.mtn.co.za."
So a quick update!
After sending the MTN head of public relations an email of my intention to draft an artcle of my experiences and post it on all social media platforms and disseminate to colleagues in the press, the matter was attended to within three days with a full official letter outlineing the ***** and apologising with the promise to adress the credit rating issue. Of course this is not where the story ends.
I contacted Transunion (formely ITC) to forward them the comminucation from MTN so that the credit rating can be adjusted and we can move on with our lives and bond extention (which of course now requires fresh documentation and quotations etc). I was told that Transunion have their own investigation as I submitted a dispute with them on the 18th July almost a month ago and that they will only make the adjustments after their investigation has run its course in the mandatory 14 working days. OK! so the battle with Transunion regarding their feet dragging now begins. I am about to email their Director of PR because I'm tired of call centre agents! Standby for my review of Transunion to follow!
So a quick update!
After sending the MTN head of public relations an email of my intention to draft an artcle of my experiences and post it on all social media platforms and disseminate to colleagues in the press, the matter was attended to within three days with a full official letter outlineing the ***** and apologising with the promise to adress the credit rating issue. Of course this is not where the story ends.
I contacted Transunion (formely ITC) to forward them the comminucation from MTN so that the credit rating can be adjusted and we can move on with our lives and bond extention (which of course now requires fresh documentation and quotations etc). I was told that Transunion have their own investigation as I submitted a dispute with them on the 18th July almost a month ago and that they will only make the adjustments after their investigation has run its course in the mandatory 14 working days. OK! so the battle with Transunion regarding their feet dragging now begins. I am about to email their Director of PR because I'm tired of call centre agents! Standby for my review of Transunion to follow!