1 reviews | Active since Jun 2016
MTN Retention's Department, poor poor service for retaining customers
Good Day
I received a call from MTN on the 6th May offering me to upgrade my current contract which I agreed to. However, the call got disconnected as we were verifying the delivery address.
I phoned back but could not get through the number and the switchboard informed me that I should wait to be phoned back.
On thursday afternoon, I still did receive the call back. I then phone MTN, and was put through to the Upgrade Department via the 135 line. I then spoke to Neo, one of the consultants.
I explained to him what my problem was and he investigated, he told me there was a problem with the system. I also gave him the number from which I had received the call which he said it was the MTN partner.
He said he was going to investigate and get back to me, I still have not received any call from MTN.
I've logged a call with MTN, reference, ***, I've had a response that my call has been forwarded to retentions, clearly the consultant did not read my email.
I am tired of calling MTN for an upgrade as if I will be getting the upgrade free, if MTN does not need my business anymore, can someone just phone me back to cancel the contract please, really tired of being on hold.
Does an upgrade take more than a week to process?
A month later, I still have not received the phone, I have been in contact with Boitumelo Phusoane who'm I have been very understanding and patient with.
Today, I am still told my application is still pending approval and they are now out of stock again.
May someone from MTN please advise, what is your turn around time for approval? And as a customer retention department, do you actually have an SLA?
Can Boitumelo's manager follow up with the request please? I have been following up with MTN everyday this week and I keep getting the same excuse.
I have an option of going to another provider yes, but MTN wasted enough of my time. I have more than 10 years being with MTN, I have never seen such incompetence.
A month later, I still have not received the phone, I have been in contact with Boitumelo Phusoane who'm I have been very understanding and patient with.
Today, I am still told my application is still pending approval and they are now out of stock again.
May someone from MTN please advise, what is your turn around time for approval? And as a customer retention department, do you actually have an SLA?
Can Boitumelo's manager follow up with the request please? I have been following up with MTN everyday this week and I keep getting the same excuse.
I have an option of going to another provider yes, but MTN wasted enough of my time. I have more than 10 years being with MTN, I have never seen such incompetence.