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William N

1 reviews | Active since Apr 2015

04 May 2016, 11:34

MTN Insurance Service - Bad Services

in Regards to: http://hellopeter.com/mtn/complaints/mtn-insurance-call-centre-does-not-answer-calls-*** Hi Mike, I agree with the comment posted by the first user who logged this message. MTN is still performing badly in regards to Insurance claim. MTN has an easy phone insurance process when applying for a new policy, but when it come to claiming in my experience - it turns to be a mission impossible and time consuming process. Been calling MTN insurance call center for a week now - each call between 10 to 30 min and no answer to the point that I'm getting to memorize the looping message that is playing. I have never had this experience with any other insurance company. With the process that is happening i feel like MTN wants me to give up calling in to follow up on my claim. Something needs to be done to give user visibility and easy of service. Including the relationship that has created a loop option between MTN Insurance and MTN repair-center. The fact that the two division don't communicate and you have to run around just to make sure that you get your phone processed.

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Replies (5)
MTN South Africa
MTN South Africa's reply04 May 2016, 13:58
Official

Thank you for your post.

We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.

 Kindly be advised that the matter has been escalated to the Insurance management team for urgent attention and to contact you back with feedback.

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us.

Regards,

Ayanda 

REQ:***

WN
William N's update04 May 2016, 14:07
Reviewer Update
Hi Ayanda, The feedback you are giving on Hellopeter kind of represent the same service I'm getting from MTN insurance whereby they is a automated loop-back response. *****************************************Below from Ayanda****************************************** "Thank you for your post. We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused. Kindly be advised that the matter has been escalated to the Insurance management team for urgent attention and to contact you back with feedback. Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us. Regards, Ayanda REQ:***" ******************************************Below From Mike*********************************************** Hello btazna, Thank you for your post. We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times. The matter has been escalated to Insurance supervisory team for urgent resolution. They will contact you directly with feedback and an action plan. We understand that the entire experience must be very frustrating and hope that we can restore your faith in us. warm regards mike REQ:*** " ******************************************************************************************************************
MTN South Africa
MTN South Africa's reply04 May 2016, 15:01
Official

Thank you for your post.

 We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.

 The matter has been escalated to the relevant supervisory team for urgent resolution. They will contact you directly with feedback and an action plan.

 We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.

warm regards

mike

Log a new Complaint

REQ:***

 

WN
William N's update04 May 2016, 15:03
Reviewer Update
This is my Point that we as customers are being put in to a loop: ***********************************From Mike************************************ Official business reply: Thank you for your post. We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times. The matter has been escalated to the relevant supervisory team for urgent resolution. They will contact you directly with feedback and an action plan. We understand that the entire experience must be very frustrating and hope that we can restore your faith in us. warm regards mike Log a new Complaint REQ:*** **************************************************************************************
WN
William N's update05 May 2016, 06:17
Reviewer Update
Managed To get some feedback. :-) after calling MTN. As suggested by the customer care center 808 to call first things in the morning which i did at 8 when the system open. I can suggest that MTN insurance really increase the Call center Capacity.