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LJ
Louis J

1 reviews | Active since May 2012

30 Apr 2018, 13:33

MTN get your house in order and sort out my issues.

I was phone by MTN and offered a new contract and i accepted and requested an additional 1gig of data to be added to the contract. I also requested to keep my current number. I was told that once i receive the phone and sim card i must contact customer care to make arrangements to keep my number. Once i received the package i phoned customer care and was told to go to a MTN store to do the port for my old number. I was told by the store that i can no longer keep my old number, it should have been done when i "signed" the contract. After numerous mails to customer care and channel queries i stil have no answer on porting to my old number. As mentioned i requested an additional 1gig of data and was told it will be R100. After speeking to customer care once again, i was told that the extra data will be R170. I requested to cancle the contract but was once again told to contact another department and the list goes on. For more than a week i'm trying to get the matter resolved but with no luck. I keep getting directed from the one person to the next and from the one department to the next and from the one store to the next.

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Replies (6)
LJ
Louis J's update04 May 2018, 12:42
Reviewer Update
And there it continues. Your matter has been forwarded to channel complaints... this is a joke. This is exactly my complaint. Keeps on being forwarded from one to another. I'm still waiting for channel support to contact me from the first time i was supposedly forwarded to channel support. This is a disgrace! Let it be known that i will not pay for this contract as i would like to have it cancled but seems to be impossible. I'm currently not even using the MTN sim card. Sould MTN bill me we will take this further, as i have aal the evidence in writing. You service is extremely poor and yet you carry on by saying the matter is forwarded once again!
LJ
Louis J's update04 May 2018, 12:46
Reviewer Update
Just to make it public, this was the reply i got from them. Official private business reply Thank you for your post. We sincerely apologize for the inconvenience that you have experienced. We completely understand the frustration it causes. We would like to advise that this matter is receiving priority attention. We have referred it to our channel support department as urgent therefore we anticipate a resolution of the issue within the shortest period possible. Warm regards, Eunice Complaint analyst.
LJ
Louis J's update10 May 2018, 12:38
Reviewer Update
It is now a week that has gone by, and i have not heard anything from MTN. I still have too use the number they gave me after requesting to keep my old number. I can not even use that sim card as it does not have data on it as i requested an additional 1gig. I have complained to customer care and channel supprort. I have called all the numbers i get refered too, even posted on hellopeter. As per their reply above, where as i'm assured that the matter is receiving priority attention and that they will contact me urgently within the shortest period. Well, still nothing. Once again, for the record, i will not pay this account as it does not meet the aggreed terms and i can not find any way to cancel this account as i am being refered from the one to the other. Please MTN can the correct department sort out my issues and contact me.
LJ
Louis J's update17 May 2018, 07:06
Reviewer Update
MTN. GET YOUR HOUSE IN ORDER AND SORT OUT MY ISSUES. I was phoned by a MTN sales person and offered a new contract. I accepted the offer. During that conversation i specifically requested to keep my old vodacom number and to have an extra 1gig of data on my account. I was told the data will be R100 and once i get the new sim card i must contact customer care and arrange for the old vodacom number to be used. Once i received the new sim, i contacted customer care, i was refered to a store and was told it can only be done from a store. At the store i was refered to customer care and was told it can not be done, it should have been done when i started negotiation for the new contract. As mentiond, this was done. I also do not have the 1gig for R100 as aggreed upon. Now you want to charge me R180 for an additional gig. I'm currently not using the MTN sim card. I have been told by customer care, 2 weeks ago, that the matter has been escilated to the channel querries department and they will get in contact with me. No contact yet. I have placed a review on helopeter.com and MTN rep**** and said the matter is marked high importance and was handed over to channel querries again and i will be contacted soon. No further responce. I have stated that i will not pay for this contract as the agrreed terms was not met. I have had no contact from MTN to resolve the matter or to explain any misunderstandings. Please MTN do not debit my account for a service not rendered, i have enough evedince in writing stating that i would like to cancel the contract or have my terms met with no responce. Seeing that i have had no correspondence from MTN, i will refer this matter to ICASA.
LJ
Louis J's update21 May 2018, 14:27
Reviewer Update
Today, 25/5/18 i have received a mail from channel queries addressed to salesadmin@buymondo to kindly assist the customwr query. Not direct contact from mtn yet. Once again the matter is passed on to someone else. Note, this matter has been refered to ICASA.
LJ
Louis J's update20 Jun 2018, 14:35
Reviewer Update
This issue has been resloved. Thank you Veronica Smith