SP
Stefan P
1 reviews | Active since May 2016
07 Dec 2017, 10:20
MTN not resolving Service Request
I was due for an upgrade 03 Dec 2017. I went in store for two hours to find out I can not upgrade as there is a international roaming service pending activation on my account. I requested this service quite some time back and was told it is active to find out now it's not the case. MTN logged a request with ref Number 1- ********** 1054 to remove the pending activations to enable me to do the upgrade and advised it takes 72 hours to resolve. Its Thursday today 4 days later and still not resolved and MTN can not answer me why not. I am at this stage thinking of not doing the upgrade but change my service provider. When I spoken to the retentions department to cancel my contract then suddenly they are prepared to assist me and process my upgrade - The phone cut and they never called me back. Totally unacceptable service.
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Replies (5)
MTN South Africa's replyOfficial
08 Dec 2017, 10:24Good day Stefan.
Thank you for bringing this matter to our attention.
We sincerely apologize for any inconvenience caused as a result of this and assure you that it is not our intention to displease you.
Please send a private message with the reference number you were given in order for us to check the progress and escalate.
Regards
Charelle Brockman
MTN Complaints Management Team.
Best regards,
MTN South Africa's reply08 Dec 2017, 10:24
Official
Good day Stefan.
Thank you for bringing this matter to our attention.
We sincerely apologize for any inconvenience caused as a result of this and assure you that it is not our intention to displease you.
Please send a private message with the reference number you were given in order for us to check the progress and escalate.
Regards
Charelle Brockman
MTN Complaints Management Team.
Best regards,
SP
Stefan P's updateReviewer Update
08 Dec 2017, 13:37Ref Number: *** and Cell ***. I expect feedback asap!!! Phoned MTN head Office again today and this issue is still not resolved and can not answer me why and when it will be done!!!
SP
Stefan P's update08 Dec 2017, 13:37
Reviewer Update
Ref Number: *** and Cell ***. I expect feedback asap!!! Phoned MTN head Office again today and this issue is still not resolved and can not answer me why and when it will be done!!!
SP
Stefan P's updateReviewer Update
08 Dec 2017, 13:53Friday Today........Still no feedback from MTN. Phoned in today again and was told the issue is under investigation. What a JOKE!! What needs to be investigated when you have paid your account in full every moth for more that 6 years now and has no outstanding amounts!!!! You are a loyal customer with no issues on your account but needs to go trough all this just to have international roaming service removed to process the upgrade and then re-activate roaming services. Leaving to Botswana Friday Next week and if MTN fails to sort this out prior they can have all 3 their contracts I have with them!!! Not interested. MTN is just not taking customer complains serious and it seem like not even this Hello Peter complaints is taken seriously. What to do next? Where to complain next?
SP
Stefan P's update08 Dec 2017, 13:53
Reviewer Update
Friday Today........Still no feedback from MTN. Phoned in today again and was told the issue is under investigation. What a JOKE!! What needs to be investigated when you have paid your account in full every moth for more that 6 years now and has no outstanding amounts!!!! You are a loyal customer with no issues on your account but needs to go trough all this just to have international roaming service removed to process the upgrade and then re-activate roaming services. Leaving to Botswana Friday Next week and if MTN fails to sort this out prior they can have all 3 their contracts I have with them!!! Not interested. MTN is just not taking customer complains serious and it seem like not even this Hello Peter complaints is taken seriously. What to do next? Where to complain next?
SP
Stefan P's updateReviewer Update
11 Dec 2017, 15:55Moday today a WEEK later and the request that takes 72h is STILL not resolved and still no feedback from MTN!!!
SP
Stefan P's update11 Dec 2017, 15:55
Reviewer Update
Moday today a WEEK later and the request that takes 72h is STILL not resolved and still no feedback from MTN!!!
SP
Stefan P's updateReviewer Update
11 Dec 2017, 15:55Now that you have the ref number....Am I goingbto recieve some feedback?.........
SP
Stefan P's update11 Dec 2017, 15:55
Reviewer Update
Now that you have the ref number....Am I goingbto recieve some feedback?.........