MTN Sucks going to Port
<p>I was a customer which was migrated from Autopage to MTN. MTN chose what package and credit limit to put me on without any communication. While at Autopage I travelled internationally and had and paid cell phone bills of up to R18000 a month never had an outstanding payment and never had any problems. For the last three months I have spend 4 hours on the phone to MTN without any results. They without any notice put me on a credit limit of R650. They cant even provide me with a proper Tax Invoice as required br SARS. After 20+ years I will now port to Vodacom.</p> <p>Ref No ********** 0 Ref ********** 23 </p>
This was my email to MTN still no service after 24 hours - no one has called me once.
To whom it may concern,
Over the past 24 hours I have experienced the worst customer experience with a service provider ever.
I have been on the MTN Network since it started way back in the beginning with Autopage.
I was transferred from Autopage to MTN. I am not certain of the package I was on at AutoPage but I started experiencing Data Shortages on my account 3 months ago and I called the MTN call centre on three separate occasions to try and resolve this and also increase my Credit Limit which I never used to have previously at Autopage. I also requested that MTN email me Tax Invoices on three occasions as these were not visible to me when logging onto to the MTN portal. These still haven’t arrived even after each person confirmed that they would.
While at Autopage I would sometime periodically have some hefty invoices the worst one was R17000 in one month due to International travels. Last year I travelled outside of South Africa with International Roaming for 7 ½ months. I never had a problem and always paid my Invoices on time.
On the 17th November I called MTN again and was advise to take a new package and was told I would be migrated onto a MTN + Talk L at R649 per month (Ref ********** 09). Everything explained made sense and the process seemed efficient.
Yesterday, Thursday 24th November while on a call I had a voice over state that I had 1 minute airtime remaining and then my call was cut off. I immediately contacted MTN Ref: ********** 80 this was a 35 minute call which where the consultant call the manager to assist. My understanding was that he loaded an additional 200minutes onto my account. I followed process but this never loaded. Laster last night I called back Ref ********** 23 and the consultant told me that nothing can be done I must wait until me new package comes into effect on the 17th December??? I was really furious.
In my mind if I have to wait for the 17th of December I should terminate with MTN.
This morning I called MTN back around 10:30AM unfortunately no Ref number as I was driving. I explained the outcomes of the previous calls and the MTN consultant said no problem she would send through a request to increase my credit limit to R2000 and that the Airtime purchase yesterday would be loaded. I followed process but nothing was loaded.
As part of this call I was put through to Retentions who also tried to assist but unfortunately without success.
Next call back to MTN around 12:00 Ref ********** 72. I explained the full history again to the consultant, quoted the reference numbers and explained that the Airtime from earlier still hadn’t loaded and I was unable to make calls. She confirmed that the Airtime was loaded but not activated and that she would remove the previous 200 minutes which had been billed and load another 200 minutes. I asked her to confirm that the previous 200 minutes were removed. This was confirmed. I repeated the switch off and on process but the minutes failed to load. She did say to me if they didn’t load I should contact MTN Technical.
As they didn’t load I called MTN Technical at 13:45 today Friday, I again explained the full history again to the consultant, quoted the reference numbers and explained that the Airtime from earlier still hadn’t loaded and I was unable to make calls. She confirmed that 2 x 200 Airtimes had been charged for but not loaded, she confirmed that she would Credit the one and that I should now wait for between 2 – 48 hours for my services to work and further said that I should call back in 3 days to make sure that the Credit is passed.
I am not sure how to react but I am bitterly unhappy about the way in which everything has been handled. Even worse is that I advise customers on MTN data solutions as an ICT Consultant.
What I have experienced in 24 hours as been horrific and I have invested hours of my time in calls.
Regards,
Geoff Earnshaw
ICT Independent Consulting cc
Great North Trading Company (Pty) Limited
Mobile: +27 83 **********
Office: +27 15 **********
Skype: geoff.earnshaw-snp
Email: **********
This was my email to MTN still no service after 24 hours - no one has called me once.
To whom it may concern,
Over the past 24 hours I have experienced the worst customer experience with a service provider ever.
I have been on the MTN Network since it started way back in the beginning with Autopage.
I was transferred from Autopage to MTN. I am not certain of the package I was on at AutoPage but I started experiencing Data Shortages on my account 3 months ago and I called the MTN call centre on three separate occasions to try and resolve this and also increase my Credit Limit which I never used to have previously at Autopage. I also requested that MTN email me Tax Invoices on three occasions as these were not visible to me when logging onto to the MTN portal. These still haven’t arrived even after each person confirmed that they would.
While at Autopage I would sometime periodically have some hefty invoices the worst one was R17000 in one month due to International travels. Last year I travelled outside of South Africa with International Roaming for 7 ½ months. I never had a problem and always paid my Invoices on time.
On the 17th November I called MTN again and was advise to take a new package and was told I would be migrated onto a MTN + Talk L at R649 per month (Ref ********** 09). Everything explained made sense and the process seemed efficient.
Yesterday, Thursday 24th November while on a call I had a voice over state that I had 1 minute airtime remaining and then my call was cut off. I immediately contacted MTN Ref: ********** 80 this was a 35 minute call which where the consultant call the manager to assist. My understanding was that he loaded an additional 200minutes onto my account. I followed process but this never loaded. Laster last night I called back Ref ********** 23 and the consultant told me that nothing can be done I must wait until me new package comes into effect on the 17th December??? I was really furious.
In my mind if I have to wait for the 17th of December I should terminate with MTN.
This morning I called MTN back around 10:30AM unfortunately no Ref number as I was driving. I explained the outcomes of the previous calls and the MTN consultant said no problem she would send through a request to increase my credit limit to R2000 and that the Airtime purchase yesterday would be loaded. I followed process but nothing was loaded.
As part of this call I was put through to Retentions who also tried to assist but unfortunately without success.
Next call back to MTN around 12:00 Ref ********** 72. I explained the full history again to the consultant, quoted the reference numbers and explained that the Airtime from earlier still hadn’t loaded and I was unable to make calls. She confirmed that the Airtime was loaded but not activated and that she would remove the previous 200 minutes which had been billed and load another 200 minutes. I asked her to confirm that the previous 200 minutes were removed. This was confirmed. I repeated the switch off and on process but the minutes failed to load. She did say to me if they didn’t load I should contact MTN Technical.
As they didn’t load I called MTN Technical at 13:45 today Friday, I again explained the full history again to the consultant, quoted the reference numbers and explained that the Airtime from earlier still hadn’t loaded and I was unable to make calls. She confirmed that 2 x 200 Airtimes had been charged for but not loaded, she confirmed that she would Credit the one and that I should now wait for between 2 – 48 hours for my services to work and further said that I should call back in 3 days to make sure that the Credit is passed.
I am not sure how to react but I am bitterly unhappy about the way in which everything has been handled. Even worse is that I advise customers on MTN data solutions as an ICT Consultant.
What I have experienced in 24 hours as been horrific and I have invested hours of my time in calls.
Regards,
Geoff Earnshaw
ICT Independent Consulting cc
Great North Trading Company (Pty) Limited
Mobile: +27 83 **********
Office: +27 15 **********
Skype: geoff.earnshaw-snp
Email: **********
Good day Geoff,
Thank you for your post on Hello Peter. Please accept our apology for the inconvenience caused.
We see that your package was migrated on the 25/11/2016, is this correct?
Please also confirm if you have received the required statements for your tax?
Please do not hesitate to contact us for further assistance.
Caylin Julius
MTN Complaints Management Team
REQ:***
Good day Geoff,
Thank you for your post on Hello Peter. Please accept our apology for the inconvenience caused.
We see that your package was migrated on the 25/11/2016, is this correct?
Please also confirm if you have received the required statements for your tax?
Please do not hesitate to contact us for further assistance.
Caylin Julius
MTN Complaints Management Team
REQ:***
Good day Caylin,
Thank you for your response. I am really struggling with the way everything has been handled and for the fact that I am still without service.
No my package was migrated on the 17/11/2016 according to my communications with MTN however they say it will only kick in on the 17/12/2016
Confirmed that I have recieved no statements or tax invoices to date ?
Problem is who do I contact? 808 Its just the same process repeated again and again.
My next steps are to raise formal complaints with both ICASA and Consumer Goods and Service Ombudsmen.
Good day Caylin,
Thank you for your response. I am really struggling with the way everything has been handled and for the fact that I am still without service.
No my package was migrated on the 17/11/2016 according to my communications with MTN however they say it will only kick in on the 17/12/2016
Confirmed that I have recieved no statements or tax invoices to date ?
Problem is who do I contact? 808 Its just the same process repeated again and again.
My next steps are to raise formal complaints with both ICASA and Consumer Goods and Service Ombudsmen.
Another 24 hours without Service :-) Let's see !!
Another 24 hours without Service :-) Let's see !!
Ok so now it is Sunday 27/11/2016 I have waited the full 48 hours plus and still have no service as promised bt the MTN consultant on Friday. Yesterday I went into the MTN store in Hoedspruit and left my phone and details with the service consultant for 1 hour after explaining my issues. Today still no service. Is MTN trying to wilfully punish me or what.
Ok so now it is Sunday 27/11/2016 I have waited the full 48 hours plus and still have no service as promised bt the MTN consultant on Friday. Yesterday I went into the MTN store in Hoedspruit and left my phone and details with the service consultant for 1 hour after explaining my issues. Today still no service. Is MTN trying to wilfully punish me or what.