MTN pathetic service during SA lockdown

Good day

I am utterly disgusted with the service that I have received from MTN customer care during this period of lockdown. When calling the customer care line, the customer is told that staff will be working from home. I have been trying to get my airtime for the last 7 days, and yet I still did not recieve it.

On the 10.04.2020 I purchase R170.00 airtime on my data sim card, I did this on the mtn app using my bank card, i have purchased airtime before and it was okay. Paygate sent me an email to say that the R170.00 purchase was successful AND the money was deducted from my account.

I logged about 4 complaints. And received numerous reference numbers:

1. #*** (10/04/2020 -no response) Email: Hi

I bought airtime to buy a bundle I qualified for on cake crush. The airtime is not reflecting but the money has been deducted from my account.

The payment was successful

Please advise why

Thanks

2. #*** (10.04.2020 - no response) Email: Please assist. I purchased airtime, the money was deducted but the airtime does not reflect in my account.

Number ###### ID: ###### Tell: ###### Name: ###### Bank: ######

Below is the confirmation sent to me from paygate that was attached on the email:

Dear Customer,

Your payment with Paygate was successful. Please refer to the e-mail sent to you.

AMOUNT R 170.0 MTN REFERENCE Phone Number ###### Reason Description Transaction Approved Regards, MyMTN

Still, no response.

3. #*** (11.04.2020 - response received) Email: Hi

I recharged with R170.00 and it is not reflecting. The number is ####

Thanks

Response: Good day, Miss. Maharaj

Thank you for your email.

To process the request and for security reasons, please confirm the following:-

I.D Number: MTN Pin: Address: Work Telephone Number: Bank Name: Trust that the above is all in order.

I've sent all the details in that very same day, as well as 3 other emails days after and still have not received anything from them.

4. #*** (11.04.2020 - response received) Email: Hi

I have sent numerous e-mails regarding a recharge that is not reflecting on my number.

I have received a response from one person asking me questions and no response from there.

This is extremely unprofessional. I purchased R170.00 airtime yesterday on the number ####, and it is still not reflecting.

I have called 153, and there is NO option to speak to a consultant. I have no option but to post my dissatisfaction on hello peter now.

Whilst I know that we are in bad times, mtn assured us of staff working from home and good service. This is pathetic!

Please refund me my money or ensure that I receive my airtime. It's as simple as that.

Name: ### Address: #### Bank: #### (paid through the app on paygate) Sim pin - none Work tel: ###### Number attempted to recharge: ##### Amount in airtime: R170

Please ensure this is done.

Response: Good day Sir/Madam,

Thank you for emailing Customer care.

We sincerely apologize for any inconvenience you may have experienced with our service.

Please reply to questions being asked to you on the same email, so the next person may have a trail of your query.

Kindly advise when the purchase was made?

Kind Regards, MTN SA

Reference Number: ***

My response: Hi

I have not gotten a response from that same email in 3 days now

What must I do?

Hi

The purchase was done on the 10.04.20 (This had the paygate confirmation attached to it)

Mtn response: Good day Sir/Madam,

Thank you for your email.

We apologize for the delayed response

Kindly be advised that the only recharge that reflects on the number ##### is for R150.00,however we have escalated your query to our network department with reference number SMC/***

Kind Regards, MTN SA

My response: Good evening MTN SA

Thank you for your response.

I have been battling with this issue since the 10.04.2020.

Attached is the email confirming my purchase of R170.00 airtime was successful as well as a screenshot that it was deducted from my account.

I hope you find this in order and refund my money/recharge my account as soon as possible.

Thanks

And then guess what? NO RESPONSE THEREAFTER at least give me a follow up on the escalation of the matter, or a number to call, or email address of someone (that will actually provide me with assistance) to follow up on the matter.

MTN, this is pathetic! I did read on another review on hello Peter that this did happen to a few other people. I am providing you with proof from my bank account that the money was deducted and the airtime was purchased yet you are refusing to assist me?

This is a large company around SA and it is sad to see that the lack of professionalism is causing it to have a negative name. Yes the signal may be great but the customer care is horrible!

Furthermore, should there not be another way to contact mtn? There is no way to speak to a consultant, there is no justice in emailing.

All I want is my money refunded or my number recharged as it was intended.

As you can see, I have battled to get a hold of mtn or receive continuous assistance until the matter has been sorted out. This reflects poorly on the management and staff.

I need this sorted out. If anyone else has gone through the same thing, and found justice through any channels please assist me.

Thanks