1 reviews | Active since Jan 2017
MTN repeatedly overcharges their customers
Since 1 Dec I have phoned the call centre (135) and head office number ***) numerous times to resolve an issue on the amount MTN is deducting from my bank account. Because it has taken this long to resolve the 1Dec debit order, the new debit order on 31 Dec was also deducted incorrectly. Original reference number ***.
I upgraded my contract to a package costing R715 incl vat on the 7th November 2020. The consultant that helped me at The Glen shopping center assured me that this is the only amount that will be deducted from my account as the last 2 years the amount deducted from my account was completely incorrect, but after several fights I gave up on fixing this. So in an attempt to resolve the problem, I ensured that I chose carefully when I did the upgrade.
On 1 Dec an amount of R1653.51 was taken from my bank account. No one at your call centre, up until this point, can tell me why this was deducted but logged a request for a refund which I was told I can expect in my account on 27 Dec. Needless to say this never happened. I also tried to confirm with the call centre what the next debit order amount would be because I wanted to ensure that the Jan amount is not incorrect as well. All agents told me they can't tell me the next debit order amount until the bill run is finished.
On 31 Dec the next debit order was deducted and R805 was taken from my account. I phoned again several times this week, no one can tell me why this amount was deducted instead of the R715 and the one agent yesterday even told me that she cant even see the R805 on her side. Which just tells me that MTN can clearly deduct whatever they feel like regardless of whether it agrees to the contract or any documentation on your system.
I have reached my limit and honestly do not know where to turn anymore. I have tried all avenues of communication and feel that MTN is just ignoring me and that you expect me to just accept that you can do whatever you want and there is nothing I can do about it.
I absolutely regret upgrading my contract and would love to just cancel everything and walk away from MTN forever. The service I have been receiving from you for the last two years has been shocking and just proves that MTN does not care about their customers at all.
I have tried yet again today, just like yesterday and Monday, to speak to a supervisor. I now have the following ref numbers as well ***, ***, ***.
Yet again I am told that all managers are either off sick or took the day off. So apparently for the entire MTN there is not a single manager on duty and the agents are just left to do whatever they feel like with no one to help the customers.
I have now been given my third reference number for a manager to phone me back and yet every day I am just being ignored.
Every day I phone back and every day a useless agent tells me there is nothing they can do. Every day I am told all they can do is escalate but this clearing means absolutely nothing because this has not done anything to resolve the issue thus far.
Is absolutely shocking how you treat your customers and in my opinion you might as well dissolve the call center as it serves no purpose, especially since it apparently does not have any supervisors or managers.
I have tried yet again today, just like yesterday and Monday, to speak to a supervisor. I now have the following ref numbers as well ***, ***, ***.
Yet again I am told that all managers are either off sick or took the day off. So apparently for the entire MTN there is not a single manager on duty and the agents are just left to do whatever they feel like with no one to help the customers.
I have now been given my third reference number for a manager to phone me back and yet every day I am just being ignored.
Every day I phone back and every day a useless agent tells me there is nothing they can do. Every day I am told all they can do is escalate but this clearing means absolutely nothing because this has not done anything to resolve the issue thus far.
Is absolutely shocking how you treat your customers and in my opinion you might as well dissolve the call center as it serves no purpose, especially since it apparently does not have any supervisors or managers.