1 reviews | Active since Nov 2014
MTN NEVER fails to disappoint!
<p>I placed a comment on my last post, but I'm not sure comments get as much feedback as new posts do. </p> <p> </p> <p>This is what I said on my last post (https://hellopeter.com/mtn/reviews/fed-up-96- ********** ):</p> <p> </p> <p>Thank you to Refilwe Camngca for helping me with the cancellation of the second insurance that was supposed to have already been cancelled. But now I'm still being hassled and threatened by MTN. They're still asking me to pay the price that includes the insurance and threatening to suspend my line if I don't. When will this end? Can a problem not be resolved properly with this company? I refuse to continue to pay for something that was cancelled TWICE! Go ahead and suspend my line if you must. This is just ridiculous! And I can't waste time on the phone trying to get hold of someone who may or may not be able to clarify things. I've spoken to Refilwe about this and she agreed that I should NOT be paying that rate. I mean, it's obvious not to pay for something that does not exist. Unfortunately, she's not in the department to help with this new issue. She said I could call 808 and have someone on that side resolve the issue, or even speak to a supervisor if an agent can't help, but I can't even get through. I think the only time I've really gotten a response out of anyone from MTN was after posting on this site. I guess they only really make any effort to help when people expose their BS publicly. I'm on the verge of speaking to a lawyer to get me out of my contract. If I can't, there'll be a definite migration to prepaid once the contract ends. After SIX years, I'm done with MTN.</p> <p> </p> <p>The latest update - I managed to get hold of a consultant yesterday, who said there is clearly something wrong on the system, as I should not be paying the amount they're asking for (two different amounts are given, by the way - both of which are wrong). She spoke to her supervisor and logged it to the billings department. I even got a reference number 242 593 365 and a ticket log number RE ********** 2. She asked that I call back within 24 hours. As of today, I can't make any calls, either due to really awful coverage (which wouldn't be a surprise considering continuous horrible service) or line suspension. So as it stands, I guess I have to wait...wait for a miracle. </p> <p> </p> <p>P.S: MTN should consider an email support system, because taking over a half hour of my work day to be on on hold on an 808 call is really not on.</p> <p> </p> <p>Thanks. </p>
And there we go. I just received the SMS to confirm that my outgoing facillity has been suspended, until I pay that incorrect amount.
MTN - 1
Me - Never gonna win!
And there we go. I just received the SMS to confirm that my outgoing facillity has been suspended, until I pay that incorrect amount.
MTN - 1
Me - Never gonna win!
Good afternoon Faseeg
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.
The insurance on the account has been cancelled and the refund was done on the account on the 2016-09-22 for an amount of R1 338.99. The current invoice dated 2016-09-20 has a minus on the insurance amount.
The line has been suspended because of an overdue amount of R554.99. When the invoice has been issued there is a 21 day period where it needs to be settled.
We would like to assure you that we are actively working to improve our service levels.
Regards
Lungi
REQ:***
Good afternoon Faseeg
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.
The insurance on the account has been cancelled and the refund was done on the account on the 2016-09-22 for an amount of R1 338.99. The current invoice dated 2016-09-20 has a minus on the insurance amount.
The line has been suspended because of an overdue amount of R554.99. When the invoice has been issued there is a 21 day period where it needs to be settled.
We would like to assure you that we are actively working to improve our service levels.
Regards
Lungi
REQ:***
Hi Lungi,
I understand that my line was suspended due to payment being overdue, however the point is that the amount of R554.99 is incorrect. This was confirmed by both agents I dealt with, as well as one of the agents' supervisors. That amount of R554.99, includes the insurance. The amount I should now pay is R554.99 minus the insurance amount, whatever that may have been. Unless you're telling me that I was somehow refunded more than what I should have been, which wouldn't make any sense.
Refilwe actually tried working out what my payment should be. She said around R447.
So, I will pay the amount that is actually due, when I am told what exactly that is.
Hi Lungi,
I understand that my line was suspended due to payment being overdue, however the point is that the amount of R554.99 is incorrect. This was confirmed by both agents I dealt with, as well as one of the agents' supervisors. That amount of R554.99, includes the insurance. The amount I should now pay is R554.99 minus the insurance amount, whatever that may have been. Unless you're telling me that I was somehow refunded more than what I should have been, which wouldn't make any sense.
Refilwe actually tried working out what my payment should be. She said around R447.
So, I will pay the amount that is actually due, when I am told what exactly that is.
It would be nice if someone would respond. I spent another half hour waiting on the phone, only to be disconnected while speaking to an agent, twice. I would really like some proper answers so I can pay this thing already.
It would be nice if someone would respond. I spent another half hour waiting on the phone, only to be disconnected while speaking to an agent, twice. I would really like some proper answers so I can pay this thing already.
So now Eunice Modise, from MTN Customer Care, is giving out very confusing invoice dates, but basically saying that MTN refunded me one month more, due to the dates that the invoices go out... Seems far fetched, but if this is the case, WHY could no one clarify this? WHY did two other agents, as well as a supervisor, say that there was a mistake on their system? WHY put me through all this hassle, when they could have just given a simple explanation? I have NEVER had such an awful experience with a service provider or any company for that matter.
Well done to MTN for beating Telkom in the race to be number one worst service provider! Well done!
So now Eunice Modise, from MTN Customer Care, is giving out very confusing invoice dates, but basically saying that MTN refunded me one month more, due to the dates that the invoices go out... Seems far fetched, but if this is the case, WHY could no one clarify this? WHY did two other agents, as well as a supervisor, say that there was a mistake on their system? WHY put me through all this hassle, when they could have just given a simple explanation? I have NEVER had such an awful experience with a service provider or any company for that matter.
Well done to MTN for beating Telkom in the race to be number one worst service provider! Well done!
I tried to confirm with Eunice if I understood her correctly, but she hasn't responded to any of my emails since yesterday morning. I needed confirmation before making payment, because of what other agents had told me about system errors, but I guess Eunice or anyone able to assist her were too busy. I took to Twitter and FINALLY, someone responded with a clear explanation. So thank you to whoever runs MTN's Twitter account. They did in fact refund an additional month's premium. Why no one else could explain this, is beyond me. But thank you (MTN Twitter page) for informing me of this. Now I can pay the installment.
I tried to confirm with Eunice if I understood her correctly, but she hasn't responded to any of my emails since yesterday morning. I needed confirmation before making payment, because of what other agents had told me about system errors, but I guess Eunice or anyone able to assist her were too busy. I took to Twitter and FINALLY, someone responded with a clear explanation. So thank you to whoever runs MTN's Twitter account. They did in fact refund an additional month's premium. Why no one else could explain this, is beyond me. But thank you (MTN Twitter page) for informing me of this. Now I can pay the installment.