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Kimeshni P

1 reviews | Active since Apr 2018

25 Apr 2018, 12:39

MTN stole my phone

My phone broke under warranty and was sent in for repairs at the Watercress branch in Durban. The phone could not be fixed and MTN was therefore meant to give me a refurbished device. It is now almost 4 months later and MTN refuses to give me a new phone or even return the broken phone I sent in. This says to me that MTN is guilty of THEFT. MTN is taking money from me every month for a device I don't have and which they do not want to return to me.

The Watercress branch in Durban has done all they can to source a new device from the MTN Warehouse. They require the deal to be loaded onto MTN's system at the branch I originally signed the contract which is at the Parc du Cap branch in Cape Town. This branch is refusing to assist me. They have wasted my time completing what they say are "in depth investigations" but have come back to tell me that they cannot assist me. They have not even given me a way forward. How is that customer service???

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Kimeshni P's update10 May 2018, 10:01
Reviewer Update
Moenieb Da Faria, a Senior Account manager in Cape Town, contacted me and said the issue is being sorted out. He also revealed that my old phone that was handed in for repairs on 15 Jan 2018 was LOST! For over 2 months MTN had been lying to me and saying that the phone is in HVRC awaiting a replacement. That is grossly *********. Despite the above, Moenieb said he had a discussion with Nishal Kara who is manager of the MTN warehouse and that they have approved the relevant documentation. On the 26 April Moenieb sent me an email asking for a delivery address for the handset. He said that is the final piece of information required and that the warehouse would finalize the order on the same day. He also said I should receive the device in the next few days. I have received NOTHING to date.. not even any communication! I have tried to contact Moenieb from 2 May via email, telephone and, sms. I have had no response. Yesterday I got hold of the store manager, Marthini Fick, who told me that she cannot assist and that Moenieb is off for the next 6 weeks with no alternative contact. Absolutely pathetic! You are ***** and ******* and the public deserves to know.