MTN - just another day to dissapoint you

I have been requesting feedback now over 3 months as per below mails attached. MTN seems to only worry about new business and the hell with existing clients. It is so sad that MTN has dropped their standards . I have been a client of MTN for 21 years now and service gets worse day by day.

Hi

Please see the chain of emails from the 16 sept 2019 and no response.

From: Sent: Monday, 04 November 2019 11:58tn To: *** Subject: RE: D NAIDOO- MTN Contract - - [External Email] COOMPLAINT NOT SATISFIED AND CUSTOMERR BEING TREATED UNFAIRLY ON CONTRACTS OF CELLLS Importance: High

I am so very disgusted that from 16 September 20189 SEE THE CHAIN OF EMAILS I am still waiting for someone to contact me and respond to my complaint. So now I will be cancelling both my contracts and will now log a HELLO PETER COMPLAINT.

From: Sent: Monday, 30 September 2019 12:01 To: Suresh Natha [ MTN South Africa ] <***> Subject: RE: D NAIDOO- MTN Contract - - [External Email] COOMPLAINT NOT SATISFIED AND CUSTOMERR BEING TREATED UNFAIRLY ON CONTRACTS OF CELLLS

Good day

I have been trying to get my complaint to the email address you provided, I get a read receipt on the 27 Sep 2019 again but still no response or call from them since 25 September 2019.

Is there any other email address for a complain …………….this is such bad service.

From: Sent: Friday, 27 September 2019 07:05 To: *** Cc: Suresh Natha [ MTN South Africa ] <***> Subject: RE: D NAIDOO- MTN Contract - - [External Email] COOMPLAINT NOT SATISFIED AND CUSTOMERR BEING TREATED UNFAIRLY ON CONTRACTS OF CELLLS

To whom it may concern

I have send my complaint to the above email address which was provided by Suresh Natha dated 25 September 2019 and I have received a read receipt from the very same email address proof is attached, so once again to no surprise pathetic customer service. So it is now a day gone by and still no contact nor a response to my email. If you cannot assist me then at least respond to say so and directly and give me the CEO COMPLAINTS email address or should I find it on my own.

Disgusting ………… the way customers are treated.

From: Sent: Wednesday, 25 September 2019 14:58 To: '***' <***> Cc: Suresh Natha [ MTN South Africa ] <***> Subject: FW: D NAIDOO- MTN Contract - - [External Email] COOMPLAINT NOT SATISFIED AND CUSTOMERR BEING TREATED UNFAIRLY ON CONTRACTS OF CELLLS

From: Sent: Wednesday, 25 September 2019 13:04 To: *** Cc: Suresh Natha [ MTN South Africa ] <***> Subject: FW: D NAIDOO- MTN Contract - - [External Email] COOMPLAINT NOT SATISFIED AND CUSTOMERR BEING TREATED UNFAIRLY ON CONTRACTS OF CELLLS Importance: High

Good day

I do not have time to re write my complaint as from dated 16 September 2019 11:21 AM I have being emailing back and fort to MTN ands still MTN is not answering my questions raised , so see my initial email below I have copied it and see your MTN consultants response to me and I have asked her to call me but she refused. I am really not happy with your customer service. So I want a response to my questions below and I want a call from you. Before I take this matter further.

I know that on the Huawei P10 and P20 Lite both have 2 sims on the device but when we tried to insert another sim which is also a MNT sim that I get 500MB from my MTN Router it does not allow us to activate this sim on my cell #########

Ii find this very strange as it is part of the features that is being advertised to customers.

There is an MNT store on FNB Fairlands Campus where I work, I had asked the MTN consultant about the sim as advised that yes the phones has 2 slots for 2 sims but MTN has blocked the one. I asked her why and she cannot explain why. So I would like to know why MTN has blocked it as when they advised the device it states nicely 2 sims but we as customers as not told that only one sim slot can be used.

So can I have answer to my question as I want the other sim to be unblocked on both the contract phones as I am paying for it and want to use it.

Regards

From: Thulisile Dube [ MTN South Africa ] <***> Sent: Thursday, 19 September 2019 16:06 To: Cc: Suresh Natha [ MTN South Africa ] <***> Subject: RE: D - - [External Email]

Good day

I have tried to answer to my best capabilities, kindly find email address for our complaints helpdesk to assist and advise further.

***

Warm regards, Thulisile Dube Representative: Enterprise Client Service - Contact Centre *** | mtn.co.za

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 cooperation

From: Sent: Thursday, 19 September 2019 08:32 To: Thulisile Dube [ MTN South Africa ] <***> Cc: Suresh Natha [ MTN South Africa ] <***> Subject: RE: D NAIDOO- MTN Contract - - [External Email] Importance: High

Please can you read my email again and call me ……………cos you still not answering m questions. Or give me a CEO complaints email address where my questions will be answered or should I go ahead and just log a ombudsman complaint.

This is the third time you not answering me on what I am asking

From: Thulisile Dube [ MTN South Africa ] <***> Sent: Wednesday, 18 September 2019 13:13 To: Cc: Suresh Natha [ MTN South Africa ] <***> Subject: RE: D NAIDOO- MTN Contract - - [External Email]

Good day

My apologies that this was not advised when you took the contract, however as the MTN Business rule our devices do not support dual services.

With regards to network logged it means that you can be able to use any other networks besides MTN on the devices that you have bought as they are not manufactured by MTN.

Warm regards, Thulisile Dube Representative: Enterprise Client Service - Contact Centre *** | mtn.co.za

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 cooperation

From: Sent: Wednesday, 18 September 2019 10:42 To: Thulisile Dube [ MTN South Africa ] <***> Cc: Suresh Natha [ MTN South Africa ] <***> Subject: RE: D NAIDOO- MTN Contract - - [External Email]

Good day

My question is not being answered , let me ask again.

SO WE AS CUSTOMERR DO NOT KNOW THIS WHHEN TAKING OUT THE CONTRACTS AND MTN IS QUICK TO SELL THH EPRODUCT BUT NO ONE BOTHERS OR CARES TO EDUCATE THE CUSTOMERR ON THE DUAL SIM THAT IS BEING BLOCKED.

WHAT IS THE REASON THAT MTN’S IIS THE ONLY PROVIDER THAT BLOCKS IT.

WHAT IS NETWORK LOGGED???? IF II WAS INFORMED OF THIS UPFRONT WHEN TAKING BOTH CONTRACTS I WOULD HAVE NEVERR TAKEN IT WIITH MTN BECAUSE NOW EVEN WHEN THE CONTRACT IS FULL PAID AND MTN HAS THERE FULL MONEYY FROM THE 2 YEARS WE AS CUSTOMERS STILL CANNOT MAKE USE OF THE DUAL SIM. BUT IT IS NO LONGER A MTN CONTRACT.

I HAVE 1 Telkom sim that I get 1GB every month with my home WIFI and I have the 500MB ii get from MTN for the router that come with the contract for the ########### phone… SO NOW WHERE DO WE USE THIS IF WE CANNOT MAKE USE OF OUT HUAWEI 2 DUAL SIMS.

I WANT A CALL REGARDING THIS AS I AM NOW READY TO TAKE THIS UP AND LOG A HELLO PETER COMPLAIN OF UNFAIR CUSTOMER TREATMENT ( NOT INFORMING THE CLIENT UPFRONT ON THE FEATURES OF THE PRODUCT WHAT IT HAS AND IN USE AND WHAT IS NOT IN US.

I DON’T THINK I WILL EVERY TAKE UP ANOTHER CONTRACT WITH MTN AS YET I HAVE BEEN A CUSTOMER FOR AGES (( WELL YOOU CAN SEE THAT FOR YOUR SELF). THE ONE CONTRACT END IN NOVEMMBER , NOW I GOT TO REALLY THINK DO I WANT THIS TYPE OF SERVICE/ ANSD PPRODUCT THAT IS NOT IN IT’S FULL USEAGE?????????

NO WHERE IN THE CONTRACTS DOES IT STATES THAT AND ME BEING A CUSTOMER IS UNDER THE IMPRRESSION THAT BOTH DUAL SIMS SHOULD BE WORKING AND ALSO WHEN ADVERTISING NO WHERE DID MTN STATE OF 1 DUAL SIM BEING BLOCKED DUE TO BUSINESS RULES.

IN FACT WHHAT IS THE BUSINESS RULES AND WHY WHEN THE PRODUCT COMES WITH THE FEATURE.

I AM WAITING FOR A CALL.

Regards

From: Thulisile Dube [ MTN South Africa ] <***> Sent: Monday, 16 September 2019 14:52 To: Subject: RE: D NAIDOO- MTN Contract - - [External Email]

Good day

As per MTN Business rule our devices do not support dual services ,other devices from the manufacture comes with slots for dual cards however that will not work with MTN whether prepaid or contract.

Please be advised that our devices are not network logged by that you can put in a sim card from a different service provider that supports the service.

Warm regards, Thulisile Dube Representative: Enterprise Client Service - Contact Centre *** | mtn.co.za

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 cooperation

From: Suresh Natha [ MTN South Africa ] <***> Sent: Monday, 16 September 2019 13:37 To: Thulisile Dube [ MTN South Africa ] <***> Subject: FW: D NAIDOO- MTN Contra - Importance: High

HI,

Please assist

Thanks

Warm regards, Suresh Natha Supervisor: Enterprise Client Service - Contact Centre C: +***7 *** | mtn.co.za

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 cooperation

From: Sent: Monday, 16 September 2019 11:21 AM To: Suresh Natha [ MTN South Africa ] <***> Subject: RE: D NAIDOO- MTN Contract - Importance: High

Good day

Hope you are well.

I know that on the Huawei P10 and P20 Lite both have 2 sims on the device but when we tried to insert another sim which is also a MNT sim that I get 500MB from my MTN Router it does not allow us to activate this sim on my cell ###############

Ii find this very strange as it is part of the features that is being advertised to customers.

There is an MNT store on FNB Fairlands Campus where I work, I had asked the MTN consultant about the sim as advised that yes the phones has 2 slots for 2 sims but MTN has blocked the one. I asked her why and she cannot explain why. So I would like to know why MTN has blocked it as when they advised the device it states nicely 2 sims but we as customers as not told that only one sim slot can be used.

So can I have answer to my question as I want the other sim to be unblocked on both the contract phones as I am paying for it and want to use it.

Regards Thanks