MTN poor service

Hi,

I’ve been met with bitter disparity and disappoint that I’ve received from MTN. On 25/05/2020 a made a cash payment for my monthly statement. On that same day I made another payment in error for the amount of R24,000.00 which was meant to go to my tuition for The University of Johannesburg. I immediately realized that I had made this payment in error and immediately contacted MTN to assist me with a refund. On that same day the funds had not yet reflected on their side and instead I was advised to call in the following day once the funds had reflected.

As advised I called in again to be assisted, I was the transferred to various departments with very little assistance. After a series of transfers I was then transferred to a lady who requested that I send my proof of payment and Bank statement in order for the refund to be processed - which I did. After waiting for a period of 24hours I again called to seek an update on my refund as I hadn’t received any communication that my documents were received and that they were attending to my query. To my surprise, the lady I spoke to on that day advised that I was given an email address that she’s unfami**** with and asked that I send my documents to a different email address - which I did. After doing all of this I’ve yet to receive any email or sms notification to advise the status of my query. Every time I follow up, I get transferred from pillar to post without and assistance.

Today on 6/06/2020, I was completely shocked and disgusted at the service I received from a consultant called Ntando. After explaining my query, Ntando offered to transfer me to a different department, upon waiting to be connected to the relevant department, I instead found myself being transferred back to Ntando. Twice I was transferred back to Ntando by herself. The resolution that I was presented with by Ntando was to drop the call and call back in after 10mins so that I could be routed to a different consultant and not her. This left a very bitter taste in my mouth because she had no empathy or care that I had waited over 15mins just to get through to her and then to be told that I should end the call and call back in. I asked Ntando if this was the kind of service that MTN offers their clients, of which she said yes. In my opinion and a customer I was shocked at her response as well as her audacity to me as a client, what I suggested she do if I didn’t want to hang up and call back in after 10mins.

All I need is assistance to find out what the status of my query was. I urgently need those funds in order pay my tuition and continue with my studies.

Regards