MTN Somerset Mall

Good morning MTN South Africa (Somerset MALL) I herewith would like to bring to the attention of MTN that I have had the utmost unacceptable experience for the past 3months and 2days to be exact. Firstly, let me start by the date of the upgrade. My Mother Alivia Ebrahim whom has a long-standing record of having a contract with MTN was given the opportunity to upgrade early on 9th February 2021. Before upgrading she contacted me Shameega her daughter asking me to speak to the consultant and hear what he had to say before she upgraded. He explained that there is a double deal for two P4lite phone to the value of R589.00 per month with a buy out fee of Two thousand five and something. I explained this to my mother, and she accepted the deal after the consultant Tevin Eagelson has explained everything to me and my mother. Under our knowledge this was the complete totals to be paid monthly including the insurance on both phones. We asked if the two thousand and something could be paid off, we were told yes. We continued and did the upgrade. First month past both lines got suspended my mother went into MTN asking why the lines are suspended the consultant told her it not possible he will have a look into it, she then paid in an amount of R1300.00 as this is what was told to her by the kiosk consultant, immediately the lines were activated. Following month, the same thing happened she the paid in a R1000.00 then after that another R800.00 and another R300.00 I then questioned the account. As the Two thousand and some odd has been paid in over and above already and this is beside the monthly fee R589.00 that gets deducted from her account. On 28 June 2021 my mother lost her phone we went to MTN Somerset Mall seeking advice on how to claim from the insurance as her phone got ******. One of the consultants in store I can’t remember his name (her had greyish eyes) he explained to me what needed to be done gave me the ITC reference number and documentation that needed to be filled in and the affidavit that we had to obtain from the police station. He advised us to come back to the store once the paperwork was in order. The next we took the paperwork in and was told all is correct and that the claim will be submitted, and I will be contacted within 24 to 72 hours for a delivery address of the phone claimed by the insurance. Two weeks past and yet nothing. We went to the store again one of the consultants explained that we should contact the insurance and they will email us. I said ok and went ahead and contacted the insurance, the insurance informed me that an email was send but not to my mother to the MTN consultant at Somerset Mall. I said but I was there and no has any knowledge of this, nevertheless. I send what ever needed to be send to the insurance starting the process all over again. The MTN insurance was very helpful and kind they explained to me in email that there are two claims logged I said can’t be, should only be one. The consultant at MTN Somerset Mall advised me that there might be an access fee involved I should just double check with the insurance as on his record it shows an access fee of One thousand seven hundred and something. I asked the insurance they said no access fee is need. Then on 17 July MTN insurance send me an email stating that on their side the account is not up to date I should contact MTN customer care. Myself and my mother went back into the store to find out what is wrong with the account, the consultant advised us that the account is not up to date we ask how is this possible as the contract pay out amount was paid and the monthly fee of R589 is paid every month. We further explained that it is strange that every month since we upgraded 09/02/2021 the lines get suspended and then we must come into store to pay whether it be by the kiosk or store. Every time we go in store to pay what is told to pay and the lines are active again. This has been carrying on for over 6months having to make a trip to the store to pay the account when asked why the debit order does not go off answer was not sure. On questioning the MTN insurance response of an outstanding billing on the account. We then went back to the store we were told that the consultant that helped us as the kiosk on the 09/02/2021 had left the company and that as far as they can pick up this was a double billing. Meaning deal for x2 P40Lite phone one deal with and extra deal the same meaning in total four phones. We were told that they will correct the error and pass a credit on the account for the one thousand seven hundred some odd. But this could only be done by the 02 August as the manger is on leave. We yet again gave the store grace had patients and waited until the second. 2/08/2021 came and gone no contact was made yet again I made my way to the store on 12August 2021 was told that the manager is yet again not in store, but she will give me a call the next day by 13:00. Next day came 13:00 no call promised a call by 17:00pm the same yet nothing. Went back to the store I was told manger is not there, there is nothing they can do until the manager has told them to. I asked for a loan phone in the meantime as my mother is lost without a phone and it has been nearly three months back and forth. I yet again gave the store the benefit of the doubt. A week past still nothing my mother wanted to purchase a phone out her own just to carry on. I did not allow her to do that as she has a contract and paying for it every month. 2nd week in August I made my way back to the store. Having to explain myself all over again. Was told again the manager is not there when I asked for the head office number, I was told give me a second and a funny look by the lady that receives the customers at the door. She then told me that Ethan would get back to me I must wait a minute. Ethan came I had to explain myself to him. I told him that this matter has been going on for 3month now and yet it is not resolved I was promised that the credit would be past on this account in order for me to claim from the insurance and nothing has been done. I demanded to speak to someone in a higher position then the manager as she is always on leave or never in store. Ethan then phone Moenieb de faria as he is the regional head. Ethan came back to telling me that Moenieb asked for a few days to have a look into this account. I yet again gave the benefit of the double I told him no later than Friday 20th august 2021 I want a call from Moenieb. I told Ethan either you credit the account or debit the one thousand seven hundred some odd from my mother account give the two extra phones that was double billed problem solved and I will contact the insurance for the claim. I went as far as sending Moenied facebook messenger messages in order to have this account sorted as told by the consultant that on weekend he is not available. On 23rd August 2021 Allison the store manager eventually contacted me after three month wow. Wanting to know by me what the problem on the account is I told you should know by now what the problem is. I explain to her what was told to us more then tree times of being instore and what the consultants picked up on this account that it was a double billing for 2P40Lite phones meaning 4 phones I told her this is what I want them to do. Either credit or deduct the amount from my mother’s account and give the extra phones that was billed for. She went on telling Moenieb has left a report for her, but she just has to get my side of the story first. I ask why because I’ve been doing the run around in circles, she should know by now what the problem is. She then ended the call telling me she’s going to have a look at the account as she can’t pick up any payments that has been made. I said ok no problem. She phoned me back the same day asking if I had copies of the contracts that has been signed on 09/02/2021 my question then to her was how you can ask me this as you have the hardcopies on your system. She then explain that there is no contracts saved on the system and asked of me to scan an email the contracts to her or alternatively come into store anytime until 21:00PM as they have stock take and she will be there until that time I told her I cant come into the store as I am sick and that is the reason why I am dealing with the account on my mother’s behalf as all of them had this virus and is in isolation. I asked Allison to send me a detailed statement as of the 01/01/2021 till date in order for me to see exactly what is going on, on my mother’s account. We exchanged whatsapp numbers and email addresses. On 25th August 2021 Allison notified me via whatsapp that she will be sending me the info that I requested they are having major system issues. I responded by telling every time its system issues. Her reply was unfortunately yes. She emailed me as excel breakdown and an invoice of the two lines on this one contract. After being told by the consultants in store every time on my visits to sort this account out that it was a double billing Allison comes and advised that it was never a double billing and that it was billed individually as two separate contracts because there was no deal in February 2021 for a double Deal on P40lite. I explained two her there was a deal as the Tevin has explained this to me with the cost involved and everything. I did my researched on the deal and found it, but there was a price difference on this deal. Firstly, Allison **** about not having a double deal for 2 P40lites phoned in February. For a manger either not be reached or not to have a valid answer for you or to ignore you is disrespectful in all levels. I asked for the report on that Moenieb left until today have not even received that. I told her this is not what I have asked for I asked for a detailed statement on this account as this issue have been carrying on for 3month now and my mother is paying for something she does not have and that she can’t claim for by MTN insurance due to a mistake that was made by Tevin the consultant at the kiosk on 09/02/2021. After she emailed me the breakdown on 25/08/2021 and I responded by asking for a system statement she never rep****. On 27/08/2021 I again sent Allison an email at about 15:38 telling her I am still awaiting your response. Until today no answer at all.

28 August myself and my mother went to the store again with the hopes of having this account sorted out once and for all and to speak the manager, Allison. Reaching the store and being told that no manager or supervisor is on duty was not what we expected. Yet again explain the whole situation over to the consultant of this account. I received the statements that I have asked for and discovered that the actual about of the double deal 2P40Lite phones was for R783.00 including the insurance and to my knowledge I was told on 09/02/2021 that the amount would be R589.00. So, I can tell you exactly what happened on this account myself and mother was given false information by the consultants Teven on 09/02/2021. No one has ever informed us that the amount that is being paid is not the correct amount per month. Hence that is why the account gets suspended every month and she must do a pay in in store. But even upon making payments instore no one ever told us that the amount of R589.00 is not the correct amount to be paid it should be R783.00 each month. Now the interest has risen on this account her reputation is in shambles at TransUnion as her credit score rating has drop due to a mistake made by one of your consultants. I was told on 28/08/2021 that why did you go to the kiosk in the first place to do the upgrade you should come to the store, I said what difference does it make as the kiosk and the store should have the same line of procedures and protocols. Response to this no they are trainers, and they don’t really know what they are doing. So, question MTN what type of business are you running??? This account went from being double billed, to a promise for a credit to the value of one thousand seven hundred and some odd, to being billed individually as no double deal, and today we are standing on a much higher amount the one thousand seven hundred rand. I am at a lost for words and this is pathetic, utterly unfear towards a customer that has a long-standing record with MTN. Due to this mistake of a consultant in your store, my mother has a credit rating thar has dropped, still has no phone and yet paying for something she does not have, making numerous calls, visit to the store, energy, time, airtime, petrol efforts all waisted ETC. I at least expected more from the Allison the Manager, and I expected a call from Moenieb as promised by Ethan and till date nothing has been resolved on this account. My mother went as far as telling me to have this contract cancelled she will go somewhere else. I want a response within 24hours regarding this matter and by means of this I mean my mother should have her phone. As well as both being compensated for our efforts in trying to resolve the MTN mistake, which we ended up doing ourselves anyways. Kindly contact me via my contract number listed on your system the 083 one thank you- Shameega Ebrahim(Alivia Ebrahim)