sP
sagren P
1 reviews | Active since Jul 2019
14 Jul 2019, 17:10
MTN *****
i would like to expose how under-handed and ********** MTN and its subsidiaries operate. i have two cellphone contracts plus another pay as you go cellphone, so when my one contract came up for renewal, i made it very clear that i need a contract with the same amount or cheaper. There was nothing available on two of my visits to the hypermarket by the sea branch, Durban. On the third visit, i decided to take a contract for R10 more than my previous contract, provided that the price remains such for the duration of the contract. It was confirmed by the sales person that the amount of R139.00 a month will not change for the duration of the contract. Note that the previous contract was R129.00 a month which did not change for the duration of the contract. Low and behold, one month into the contract and i receive a bill of R149.00 a month. A quick visit to the sales person did not help much as they lay blame on MTN itself. It then took her about 20 minutes to show me in fine print that MTN has the right to increase prices, something that she did not divulge on the day i signed the contract. She clearly stated that the price will not change, in front of a witness. Further to this, i received no notification via any mail or sms regarding the price increase. Whats worse is that they phoned MTN from their phone and i spoke to an operator from MTN. He confirmed the same bull**** i received from the store and promised to send me confirmation to my email address about the notification of the price increase. To date no response from the store or MTN showing me that they sent me and other customers NOTIFICATION about the price increase. For a big conglomerate like MTN to say that they will do such, and then do not, clearly demonstrates their lack of professionalism. The most important thing is that due to me having to pay for 3 cellphones, i did not want an expensive contract and made that very clear. As far as i am aware, it was ******* for MTN to say to me verbally that the price will not increase, then increase it without my consent. That is ***** and i hope that MTN resolves this issue immediately, failing which i will notify my bank to stop payment, and i will deposit monthly R139.00 into your account for the duration of the contract. Note that this has affected me negatively financially and in todays economy, this needs to be resolved as soon as possible.
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Replies (3)
MTN South Africa's replyOfficial
15 Jul 2019, 15:44Good day
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.
Please note that the contract you signed reflects R149.00 as what you are currently billed. I will escalate the query to the store management team to provide a solution and way forward and will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsZenetta Portia ViljoenComplaints Management team
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.
Please note that the contract you signed reflects R149.00 as what you are currently billed. I will escalate the query to the store management team to provide a solution and way forward and will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsZenetta Portia ViljoenComplaints Management team
Best regards,
MTN South Africa's reply15 Jul 2019, 15:44
Official
Good day
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.
Please note that the contract you signed reflects R149.00 as what you are currently billed. I will escalate the query to the store management team to provide a solution and way forward and will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsZenetta Portia ViljoenComplaints Management team
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.
Please note that the contract you signed reflects R149.00 as what you are currently billed. I will escalate the query to the store management team to provide a solution and way forward and will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsZenetta Portia ViljoenComplaints Management team
Best regards,
sP
sagren P's updateReviewer Update
16 Jul 2019, 20:13just to put into perspective how important their customers are to MTN. I received a call from a Porsche from MTN yesterday who enquired as to what had transpired and stated that she will phone me today with feedback. It is now 08H00 and im still waiting for that call
sP
sagren P's update16 Jul 2019, 20:13
Reviewer Update
just to put into perspective how important their customers are to MTN. I received a call from a Porsche from MTN yesterday who enquired as to what had transpired and stated that she will phone me today with feedback. It is now 08H00 and im still waiting for that call
sP
sagren P's updateReviewer Update
17 Jul 2019, 16:22LETS SEE IF THEY REPLY TO THIS
To CustomerCare I wish to bring to your attention that I am disputing the current contract I am on. I made 3 visits to the MTN Hypermarket Durban north to get a contract of the same value of my current contract that came up for renewal. On the third visit I agreed to take a contract of R139.00 a month , R10.00 more, provided it remained the same for the duration of the contract. The ***** working as a saleslady at MTN stated that she had the code to make sure that I would get the R139.00 a month contract with no problems, however she did not have a handset available. I wish to make it clear that all other personal in that store stated that the R139.00 a month contract could not be done, however she insisted that she had a code to do so. This in itself did not sound right, however all her colleagues were around her and did not attempt to stop her. During the week she phoned my wife to come in and sign the contract on my behalf, without my consent or written letter confirming such. She showed my wife the amount of R139.00 on the front page but did not show her the fine print of R149.00 on another page. Allowing someone else besides the account holder to sign a contract is *******, just in case MTN did not know this. She further duped my wife to initial all the pages without divulging that the contract is actually R149.00. I do concede that my wife should not have signed, however that does not justify MTN or their stores to allow this to happen. This does not happen in the banking industry due to security reasons and it seems MTN does not care too much about customer security. When the first debit order was done at R149.00, I immediately went to the store to query the amount. The ***** stated that the increase was vat related, something that was out of her control. I explained to her that only Government was allowed to increase vat, however it was too much for her brain to absorb. I then requested a copy of the contract, something that was conveniently not handed to my wife on the day the handset was given. It clearly showed R139.00 on the front page and R149.00 on another page, something that she failed to disclose at the ******* signing of the contract. She then went on to phone a MTN consultant from her phone and handed the phone to me to discuss my query with him. I spoke to another *****, ref ***, who stated that he would email me confirming that messages were sent to me stating that there would be a price increase. To date I still await that email. On the 15 July 2019, I received a call from a Portia/Porsche from MTN @15H34 who stated that she would investigate the events leading to this issue and get back to me on the 16 July 2019. To date I still await that reply and feedback. I find it strange that a big conglomerate like MTN does not train their staff effectively and efficiently to handle such conflicts . They rather just pass the buck and blame the next person in the organisation, and the next does exactly the same, as long as the contract is signed be it underhanded , *******, under false pretences or not. I would recommend that the saleslady, Sherice Naidoo, be demoted or fired, as she has now brought MTN into disrepute. Firstly for allowing someone who is not the account holder to sign a contract on behalf of someone else. Secondly for making a customer to sign a contract under false pretences. Thirdly for not giving the customer the contract on the day of signing and lastly for being a complete ***** to say that anyone beside Government can increase VAT. I AN GOING TO ONCE AGAIN STATE THAT I DISPUTE THE CONTRACT IN QUESTION AS IT WAS DONE UNDER FALSE PRETENCES, AND I CATEGORICALLY STATE THAT THE SIGNATURE ON THE CONTRACT IS NOT MINE AND I AM THE ACCOUNT HOLDER. MTN MUST REFUND ME THE MONIES TAKEN FROM MY ACCOUNT *******LY AND EITHER BRING THE SAID CONTRACT TO R139.00 A MONTH TO WHICH I WILL SIGN AS ACCOUNT HOLDER OR SIMPLY CANCEL THE CONTRACT. YOUR URGENT ATTENTION TO THE ABOVE WOULD BE HIGHLY APPRECIATED, FAILING WHICH I WILL HAVE NO OPTION BUT TO APPROACH MY BANK AND STOP PAYMENT AND HAND OVER ALL CORRESPONDENCES TO MY ATTORNEY, WHICH WILL BE FOR YOUR ACCOUNT. Kind regards S PadayacheeAccount holder
To CustomerCare I wish to bring to your attention that I am disputing the current contract I am on. I made 3 visits to the MTN Hypermarket Durban north to get a contract of the same value of my current contract that came up for renewal. On the third visit I agreed to take a contract of R139.00 a month , R10.00 more, provided it remained the same for the duration of the contract. The ***** working as a saleslady at MTN stated that she had the code to make sure that I would get the R139.00 a month contract with no problems, however she did not have a handset available. I wish to make it clear that all other personal in that store stated that the R139.00 a month contract could not be done, however she insisted that she had a code to do so. This in itself did not sound right, however all her colleagues were around her and did not attempt to stop her. During the week she phoned my wife to come in and sign the contract on my behalf, without my consent or written letter confirming such. She showed my wife the amount of R139.00 on the front page but did not show her the fine print of R149.00 on another page. Allowing someone else besides the account holder to sign a contract is *******, just in case MTN did not know this. She further duped my wife to initial all the pages without divulging that the contract is actually R149.00. I do concede that my wife should not have signed, however that does not justify MTN or their stores to allow this to happen. This does not happen in the banking industry due to security reasons and it seems MTN does not care too much about customer security. When the first debit order was done at R149.00, I immediately went to the store to query the amount. The ***** stated that the increase was vat related, something that was out of her control. I explained to her that only Government was allowed to increase vat, however it was too much for her brain to absorb. I then requested a copy of the contract, something that was conveniently not handed to my wife on the day the handset was given. It clearly showed R139.00 on the front page and R149.00 on another page, something that she failed to disclose at the ******* signing of the contract. She then went on to phone a MTN consultant from her phone and handed the phone to me to discuss my query with him. I spoke to another *****, ref ***, who stated that he would email me confirming that messages were sent to me stating that there would be a price increase. To date I still await that email. On the 15 July 2019, I received a call from a Portia/Porsche from MTN @15H34 who stated that she would investigate the events leading to this issue and get back to me on the 16 July 2019. To date I still await that reply and feedback. I find it strange that a big conglomerate like MTN does not train their staff effectively and efficiently to handle such conflicts . They rather just pass the buck and blame the next person in the organisation, and the next does exactly the same, as long as the contract is signed be it underhanded , *******, under false pretences or not. I would recommend that the saleslady, Sherice Naidoo, be demoted or fired, as she has now brought MTN into disrepute. Firstly for allowing someone who is not the account holder to sign a contract on behalf of someone else. Secondly for making a customer to sign a contract under false pretences. Thirdly for not giving the customer the contract on the day of signing and lastly for being a complete ***** to say that anyone beside Government can increase VAT. I AN GOING TO ONCE AGAIN STATE THAT I DISPUTE THE CONTRACT IN QUESTION AS IT WAS DONE UNDER FALSE PRETENCES, AND I CATEGORICALLY STATE THAT THE SIGNATURE ON THE CONTRACT IS NOT MINE AND I AM THE ACCOUNT HOLDER. MTN MUST REFUND ME THE MONIES TAKEN FROM MY ACCOUNT *******LY AND EITHER BRING THE SAID CONTRACT TO R139.00 A MONTH TO WHICH I WILL SIGN AS ACCOUNT HOLDER OR SIMPLY CANCEL THE CONTRACT. YOUR URGENT ATTENTION TO THE ABOVE WOULD BE HIGHLY APPRECIATED, FAILING WHICH I WILL HAVE NO OPTION BUT TO APPROACH MY BANK AND STOP PAYMENT AND HAND OVER ALL CORRESPONDENCES TO MY ATTORNEY, WHICH WILL BE FOR YOUR ACCOUNT. Kind regards S PadayacheeAccount holder
sP
sagren P's update17 Jul 2019, 16:22
Reviewer Update
LETS SEE IF THEY REPLY TO THIS
To CustomerCare I wish to bring to your attention that I am disputing the current contract I am on. I made 3 visits to the MTN Hypermarket Durban north to get a contract of the same value of my current contract that came up for renewal. On the third visit I agreed to take a contract of R139.00 a month , R10.00 more, provided it remained the same for the duration of the contract. The ***** working as a saleslady at MTN stated that she had the code to make sure that I would get the R139.00 a month contract with no problems, however she did not have a handset available. I wish to make it clear that all other personal in that store stated that the R139.00 a month contract could not be done, however she insisted that she had a code to do so. This in itself did not sound right, however all her colleagues were around her and did not attempt to stop her. During the week she phoned my wife to come in and sign the contract on my behalf, without my consent or written letter confirming such. She showed my wife the amount of R139.00 on the front page but did not show her the fine print of R149.00 on another page. Allowing someone else besides the account holder to sign a contract is *******, just in case MTN did not know this. She further duped my wife to initial all the pages without divulging that the contract is actually R149.00. I do concede that my wife should not have signed, however that does not justify MTN or their stores to allow this to happen. This does not happen in the banking industry due to security reasons and it seems MTN does not care too much about customer security. When the first debit order was done at R149.00, I immediately went to the store to query the amount. The ***** stated that the increase was vat related, something that was out of her control. I explained to her that only Government was allowed to increase vat, however it was too much for her brain to absorb. I then requested a copy of the contract, something that was conveniently not handed to my wife on the day the handset was given. It clearly showed R139.00 on the front page and R149.00 on another page, something that she failed to disclose at the ******* signing of the contract. She then went on to phone a MTN consultant from her phone and handed the phone to me to discuss my query with him. I spoke to another *****, ref ***, who stated that he would email me confirming that messages were sent to me stating that there would be a price increase. To date I still await that email. On the 15 July 2019, I received a call from a Portia/Porsche from MTN @15H34 who stated that she would investigate the events leading to this issue and get back to me on the 16 July 2019. To date I still await that reply and feedback. I find it strange that a big conglomerate like MTN does not train their staff effectively and efficiently to handle such conflicts . They rather just pass the buck and blame the next person in the organisation, and the next does exactly the same, as long as the contract is signed be it underhanded , *******, under false pretences or not. I would recommend that the saleslady, Sherice Naidoo, be demoted or fired, as she has now brought MTN into disrepute. Firstly for allowing someone who is not the account holder to sign a contract on behalf of someone else. Secondly for making a customer to sign a contract under false pretences. Thirdly for not giving the customer the contract on the day of signing and lastly for being a complete ***** to say that anyone beside Government can increase VAT. I AN GOING TO ONCE AGAIN STATE THAT I DISPUTE THE CONTRACT IN QUESTION AS IT WAS DONE UNDER FALSE PRETENCES, AND I CATEGORICALLY STATE THAT THE SIGNATURE ON THE CONTRACT IS NOT MINE AND I AM THE ACCOUNT HOLDER. MTN MUST REFUND ME THE MONIES TAKEN FROM MY ACCOUNT *******LY AND EITHER BRING THE SAID CONTRACT TO R139.00 A MONTH TO WHICH I WILL SIGN AS ACCOUNT HOLDER OR SIMPLY CANCEL THE CONTRACT. YOUR URGENT ATTENTION TO THE ABOVE WOULD BE HIGHLY APPRECIATED, FAILING WHICH I WILL HAVE NO OPTION BUT TO APPROACH MY BANK AND STOP PAYMENT AND HAND OVER ALL CORRESPONDENCES TO MY ATTORNEY, WHICH WILL BE FOR YOUR ACCOUNT. Kind regards S PadayacheeAccount holder
To CustomerCare I wish to bring to your attention that I am disputing the current contract I am on. I made 3 visits to the MTN Hypermarket Durban north to get a contract of the same value of my current contract that came up for renewal. On the third visit I agreed to take a contract of R139.00 a month , R10.00 more, provided it remained the same for the duration of the contract. The ***** working as a saleslady at MTN stated that she had the code to make sure that I would get the R139.00 a month contract with no problems, however she did not have a handset available. I wish to make it clear that all other personal in that store stated that the R139.00 a month contract could not be done, however she insisted that she had a code to do so. This in itself did not sound right, however all her colleagues were around her and did not attempt to stop her. During the week she phoned my wife to come in and sign the contract on my behalf, without my consent or written letter confirming such. She showed my wife the amount of R139.00 on the front page but did not show her the fine print of R149.00 on another page. Allowing someone else besides the account holder to sign a contract is *******, just in case MTN did not know this. She further duped my wife to initial all the pages without divulging that the contract is actually R149.00. I do concede that my wife should not have signed, however that does not justify MTN or their stores to allow this to happen. This does not happen in the banking industry due to security reasons and it seems MTN does not care too much about customer security. When the first debit order was done at R149.00, I immediately went to the store to query the amount. The ***** stated that the increase was vat related, something that was out of her control. I explained to her that only Government was allowed to increase vat, however it was too much for her brain to absorb. I then requested a copy of the contract, something that was conveniently not handed to my wife on the day the handset was given. It clearly showed R139.00 on the front page and R149.00 on another page, something that she failed to disclose at the ******* signing of the contract. She then went on to phone a MTN consultant from her phone and handed the phone to me to discuss my query with him. I spoke to another *****, ref ***, who stated that he would email me confirming that messages were sent to me stating that there would be a price increase. To date I still await that email. On the 15 July 2019, I received a call from a Portia/Porsche from MTN @15H34 who stated that she would investigate the events leading to this issue and get back to me on the 16 July 2019. To date I still await that reply and feedback. I find it strange that a big conglomerate like MTN does not train their staff effectively and efficiently to handle such conflicts . They rather just pass the buck and blame the next person in the organisation, and the next does exactly the same, as long as the contract is signed be it underhanded , *******, under false pretences or not. I would recommend that the saleslady, Sherice Naidoo, be demoted or fired, as she has now brought MTN into disrepute. Firstly for allowing someone who is not the account holder to sign a contract on behalf of someone else. Secondly for making a customer to sign a contract under false pretences. Thirdly for not giving the customer the contract on the day of signing and lastly for being a complete ***** to say that anyone beside Government can increase VAT. I AN GOING TO ONCE AGAIN STATE THAT I DISPUTE THE CONTRACT IN QUESTION AS IT WAS DONE UNDER FALSE PRETENCES, AND I CATEGORICALLY STATE THAT THE SIGNATURE ON THE CONTRACT IS NOT MINE AND I AM THE ACCOUNT HOLDER. MTN MUST REFUND ME THE MONIES TAKEN FROM MY ACCOUNT *******LY AND EITHER BRING THE SAID CONTRACT TO R139.00 A MONTH TO WHICH I WILL SIGN AS ACCOUNT HOLDER OR SIMPLY CANCEL THE CONTRACT. YOUR URGENT ATTENTION TO THE ABOVE WOULD BE HIGHLY APPRECIATED, FAILING WHICH I WILL HAVE NO OPTION BUT TO APPROACH MY BANK AND STOP PAYMENT AND HAND OVER ALL CORRESPONDENCES TO MY ATTORNEY, WHICH WILL BE FOR YOUR ACCOUNT. Kind regards S PadayacheeAccount holder