1 reviews | Active since May 2016
MTN horror affairs
<p>Hi there,</p> <p> </p> <p>I am not sure if I should cry or scream or what , but my frastration shared with MTN was never taken into consideration. I lost my contract phone and sim card that was in the phone last week and went ahead and filled out the forms and sent them back to MTN queris/insurance department.</p> <p> </p> <p>I have a reference number ***4 from last week Wednesday and I was informed that the query usually takes -+5 days, to my surprise MTN actually only works on queries when customers call them.</p> <p> </p> <p>I was informed that on Tuesday I can call if I have not received any feedback because I should know what's happening with the claim. though I was busy at work I took initiative to call these guys and while doing that I had to hold for almost 3 hours just to get through.</p> <p> </p> <p>very same day on Tuesday supervisor by the name of Ndumiso assured me that at 5pm on Tuesday I will get an email with confirmation to get a new phone, after 5pm there was nothing and I dropped them an email.</p> <p> </p> <p>On Wednesday I was informed that my phone was not used by me or with my sim card , I was actually using my sim card on a phone which I don't have which is Z30 blackberry, also I was informed that the number I was using was some vodacom number which is absurd.</p> <p> </p> <p>accordimg to MTN system I last used my phone and sim last year october , and I informed them that there must have been a mistake because I have never had a vodacom number , Refiloe assured me that they will look into it and by 4pm I shall get an email.</p> <p> </p> <p>I still have not received an email and it Thursday without a phone or letter of confirmation and I am not sure what MTN wants me to do now.... I have provided them with my alternative number *** seeing that my *** has been blocked to secure my airtime.</p> <p> </p> <p>please please help me get a new phone as I have been paying the insurance monthly with no issues , but now when I am claiming I am getting so many stories from MTN which aren't making sense.</p> <p> </p> <p>Regards,</p> <p>Nkadimeng</p>
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter has been referred to the management team of our insurance division for urgent attention. They will investigate and revert to you with feedback and a way forward.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the matter has been referred to the management team of our insurance division for urgent attention. They will investigate and revert to you with feedback and a way forward.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Hi Nompumelelo,
I am gutted and disgusted by this , I am not sure if you escalating my query actually imp**** getting it declined.
I got off the phone with Refiloe again ,amazing as it is it seems as if she's the only one working there. Anyways she advised after an hour of holding that my claim is declined however she had to put me on hold for 20minutes to get the letter after 20 minutes she got back to me saying the claim was declined on the 25th however she will need an hour for it to be compiled so that it can be sent to me. Now what I am failing to understand is how can a phone I have been using with my SIM card not be picked up by your system and advise that you picked up a Vodacom and a mtn prepaid number which I never had on the phone. Now because according to your broken system I last used the phone in October can I be refunded my money I have been paying you guys just refund me all the money you have been debiting from beginning of our relationship because technically I have been paying for something which was never there.
To be honest with you I am trying not to use foul language because it will not help , but please note I was also denied my right as a customer to speak to a supervisor by Refiloe she literally said No she won't allow me to and hung up on me. I believe all calls are recorded and I would love for this rotten potato of Refiloe to b dealt with .
Also can you please take look into this and provide positive feedback because your above response was coming along well until I was informed that my claim was declined which makes no sense to me.
Hi Nompumelelo,
I am gutted and disgusted by this , I am not sure if you escalating my query actually imp**** getting it declined.
I got off the phone with Refiloe again ,amazing as it is it seems as if she's the only one working there. Anyways she advised after an hour of holding that my claim is declined however she had to put me on hold for 20minutes to get the letter after 20 minutes she got back to me saying the claim was declined on the 25th however she will need an hour for it to be compiled so that it can be sent to me. Now what I am failing to understand is how can a phone I have been using with my SIM card not be picked up by your system and advise that you picked up a Vodacom and a mtn prepaid number which I never had on the phone. Now because according to your broken system I last used the phone in October can I be refunded my money I have been paying you guys just refund me all the money you have been debiting from beginning of our relationship because technically I have been paying for something which was never there.
To be honest with you I am trying not to use foul language because it will not help , but please note I was also denied my right as a customer to speak to a supervisor by Refiloe she literally said No she won't allow me to and hung up on me. I believe all calls are recorded and I would love for this rotten potato of Refiloe to b dealt with .
Also can you please take look into this and provide positive feedback because your above response was coming along well until I was informed that my claim was declined which makes no sense to me.