MTN is beyond pathetic

Item: MTN South Africa
Rating: 1
Author: Mark S

MTN service is past despicable I have received possibly the worst service in my life to date from MTN! What a pity the scale rating only goes as low as one star, there should be space for negative or at least zero... Where do I start....? I have been using the Bayside Branch, Tableview, Cape Town for THIS current issue. It is primarily to do with insurance however details to follow: - 1. I have three accounts for MTN, my monthly account is just under R1000.00 2. I always insure my phones and when I upgraded to the S5, the forms were very kindly completed by an MTN employee and I signed them. 3. This employee has subsequently left, however the store Manager/Supervisor Jaqueline is aware of the entire debacle. 4. I lost my Samsung S5 at the end of 2015 (I stand corrected but I believe it was in September) and reported it with all procedures being followed. 5. My claim was declined as the employee had entered the incorrect cell number onto the forms in line with the correct IEMI number. 6. I was told there was no solution - the forms state the client is solely liable for information entered. 7. I insured the phone. not the SIM card and believe its irrelevent of what number I am using in it. 8. On 09 April 2016 I reported the other two phones as being lost - all forms completed, black listing done etc etc. 9. When I was addressing this, I received no solutions or at least a possible solution, just an apology from the employee for HER error - one time I went to the store, Jaqueline quickly left the premises in order to avoid my issue. 10. When I reported them, the clerk ensured BOTH were indeed insured - he was the best of the bunch. 11. I received no feedback so returned after +- 10 days - the clerk could not get through to the insurance line after holding for over 30min. 12. I am self employed and my time is valuable so I asked for an email to be sent to me confirming the matter was being seen to. 13. I received an email however the clerk Shakiera indicated that only the one handset was insured (different from the previous information). 14. I rep**** to the contrary and asked for a copy of the insurance docs to be mailed to me. 15. Shakiera refused to do so and said it was my responsibility to have a copy and that the originals are sent to Insurance - Great service again. 16. I received no feedback and returned to the store YET AGAIN on Friday 06 MAY 2016 (thats 27 days after submitting the claim without feedback) and had another clerk - Justin. 17. Again he called the insurance line (we held for 35min - not a hyperbole) and the call wasn't answered. 18. Again I asked to be contacted back with feedback, Justin said he would do so on the day - I supp**** him my contact number and email address. 19. I was told at the time the matter had been 'elevated'. 19. I was not contacted and received no email. 20. I returned to the store on Tuesday 10 May to AGAIN inquire - this time I managed to see Justin again. He remembered me and got my 'file' and tried to call again. I could not afford to wait another 35min while he held so I again asked for follow-up feedback and confirmed my details were on the forms and correct - they were. 21. It is now 13.00 and I have still not received information or been contacted. 22. At the time of my second visit I requested a SIM swap, the SIM IS STILL NOT ACTIVATED despite two further visits to your branch and ***urance it would be. 23. I keep loading airtime, then get told I have insufficient funds to call or get cut mid call - I reboot the phone and I suddenly have my airtime back - I physically showed your staff this and they requested an investigation - I am still waiting for that feedback. 24. I get the message that my data bundle is expired the day after it has and I have spent up to R50.00 out of bundle on data - I get the kindly reminder of you *****ing me over for this the next day - how kind of you. I am at a loss as to what to do - short of sleeping in the store until I get help or bringing in 20 ***ociates to queue all with my problem at every store so that nobody else can be helped until I get a resolution I am satisfied with. I am approaching Cape Talk, KFM and Carte Blanche for ***istance as you clearly are only interested in your CRM system working accurately to take money from people for shocking, terrifyingly pathetic and inept service. My req number is *** - I wonder if anyone will call or give a damn about this email... Mark Craig Soderlund ***

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Replies (3)

MTN South Africa's replyOfficial

10 May 2016, 17:31

Thank you for your post.

We are sorry to have disappointed you with our service and would like to ***ure 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

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MTN South Africa's reply10 May 2016, 17:31

Official

Thank you for your post.

We are sorry to have disappointed you with our service and would like to ***ure 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

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Mark S's updateReviewer Update

12 May 2016, 17:10

Dear Mike It appears that my woe's continue with MTN! I received the following feedback from the relevant team I am sure you advised to contact me: - Good day Kindly be advised that I tried contacting in regards to your pending claim with MTN insurance. Please provide an alternative number I can contact you on as well as the suitable time. Regards, Vhulenda Mapholi Administrator: Insurance Claims | Call Centre: *** | Fax *** MTN (PTY) Ltd Insurance is an Authorized Financial Service Provider underwritten by Guardrisk Insurance, FSP License Number: 44774 "This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your co-operation. " I responded as follows: - Good day You can call me on the MTN number supp**** to the store *** (its on the insurance claim) or alternately ***. The best time to call is at 09.30. Mark Again, I do prefer to number items as it makes things clear. 1. I received zero calls from the agent in the first instance - I have checked my call log. 2. My assumption is that he contacted me on one of the contract numbers - here's the problem with that, I have no phones (this is the foundation of this very complaint. 3. More importantly, I mentioned in point 22 of the original review that I received a SIM swap to use on a borrowed phone, that has still not been activated. Not possible to contact me on that number. 4. I listed both in the original review as well as my reply to your employee the contact number to call me on, and an alternative. I also checked on the forms submitted in the store and the number was supp**** there as well. 5. I supp**** a time I was available to receive a call as requested by your employee. 6. I STILL AWAIT THE CALL AND FEEDBAC****!!!!! 7. I WILL AGAIN LEAVE MY NUMBER TO BE CONTACTED - *** or *** AT 09.30 IN THE MORNING. 8. I have just settled ANOTHER months account that I have been charged for no phones and no service. 9. I am self employed, my time is my money. You are very happy to bill me per second for your services, I intend to do the same - my rate is R500.00 an hour. Mark Soderlund AGAIN - *** or ***

Mark S's update12 May 2016, 17:10

Reviewer Update

Mark S's updateReviewer Update

12 May 2016, 17:10

Mark S's update12 May 2016, 17:10

Reviewer Update