MTN service is past despicable

<p>I have received possibly the worst service in my life to date from MTN!</p> <p> </p> <p>Where do I start....?</p> <p>I have been using the Bayside Branch, Tableview, Cape Town for THIS current issue. It is primarily to do with insurance however details to follow: -</p> <p>1. I have three accounts for MTN, my monthly account is just under R1000.00</p> <p>2. I always insure my phones and when I upgraded to the S5, the forms were very kindly completed by an MTN employee and I signed them. </p> <p>3. This employee has subsequently left, however the store Manager/Supervisor Jaqueline is aware of the entire debacle.</p> <p>4. I lost my Samsung S5 at the end of 2015 (I stand corrected but I believe it was in September) and reported it with all procedures being followed.</p> <p>5. My claim was declined as the employee had entered the incorrect cell number onto the forms in line with the correct IEMI number.</p> <p>6. I was told there was no solution - the forms state the client is solely liable for information entered.</p> <p>7. I insured the phone. not the SIM card and believe its irrelevent of what number I am using in it.</p> <p>8. On 09 May 2016 I reported the other two phones as being lost - all forms completed, black listing done etc etc.</p> <p>9. When I was addressing this, I received no ***istance, just an apology from the employee for HER error - one time I went to the store, Jaqueline quuickly left the premises in order to avoid my issue.</p> <p>10. When I reported them, the clerk ensured BOTH were indeed insured - he was the best of the bunch.</p> <p>11. I received no feedback so returned after +- 10 days - the clerk could not get through to the insurance line after holding for over 30min.</p> <p>12. I am self employed and my time is valuable so I asked for an email to be sent to me confirming the matter was being seen to.</p> <p>13. I received an email however the clerk Shakiera indicated that only the one handset was insured (different from the previous information).</p> <p>14. I rep**** to the contrary and asked for a copy of the insurance docs to be mailed to me.</p> <p>15. Shakiera refused to do so and said it was my responsibility to have a copy and that the originals are sent to Insurance - Great service again.</p> <p>16. I received no feedback and returned to the store YET AGAIN on Friday 06 MAY 2016 (thats 27 days after submitting the claim without feedback) and had another clerk ***ist - Justin. </p> <p>17. Again he called the insurance line (we held for 35min - not a hyperbole) and the call wasn't answered.</p> <p>18. Again I asked to be contacted back with feedback, Justin said he would do so on the day - I supp**** him my contact number and email address.</p> <p>19. I was told at the time the matter had been 'elevated'.</p> <p>19. I was not contacted and received no email.</p> <p>20. I returned to the store on Tuesday 10 May to AGAIN inquire - this time I managed to see Justin again. He remembered me and got my 'file' and tried to call again. I could not afford to wait another 35min while he held so I again asked for follow-up feedback and confirmed my details were on the forms and correct - they were.</p> <p>21. It is now 13.00 and I have still not received information or been contacted.</p> <p>22. At the time of my second visit I requested a SIM swap, the SIM IS STILL NOT ACTIVATED despite two further visits to your branch and ***urance it would be.</p> <p>23. I keep loading airtime, then get told I have insufficient funds to call or get cut mid call - I reboot the phone and I suddenly have my airtime back - I physically showed your staff this and they requested an investigation - I am still waiting for that feedback.</p> <p>24. I get the message that my data bundle is expired the day after it has and I have spent up to R50.00 out of bundle on data - I get the kindly reminder of you *****ing me over for this the next day - how kind of you.</p> <p> </p> <p>I am at a loss as to what to do - short of sleeping in the store until I get help or bringing in 20 ***ociates to queue all with my problem at every store so that nobody else can be helped until I get a resolution I am satisfied with. I am approaching Cape Talk, KFM and Carte Blanche for ***istance as you clearly are only interested in your CRM system working accurately to take money from people for shocking, terrifyingly pathetic and inept service.</p> <p>My req number is *** - I wonder if anyone will call or give a damn about this email...</p> <p>Mark Craig Soderlund</p> <p>***</p> <p> </p>