MTN TAKES NO RESPONSIBILITY FOR ACCOUNTING MISTAKE

I fully know that MTN SA is not responding to complaints on Hellopeter, I'm just doing the post to warn everyone about what can go wrong when you do a MTN upgrade in an Istore. I'm posting my complaint as was submitted to MTN Complaints today.

Good day

In the weeks before the release of the new Iphone 14, I visited MTN Menlyn to find out which of my numbers are available for upgrades. My name was taken down on a waiting list for an Apple 14 and Apple 14 Pro but I was told that they don’t know when they will have availability. I confirmed with Apple Menlyn that I can upgrade with MTN in store, as I’ve done in previous years.

On 23/09/2022 I went to the Apple Menlyn Istore early and waited in line until I was allocated to Me Victoria Dube to assist me. MTN had staff in store to assist, one of them Marilyn, who have assisted me many times before. Me Dube started the upgrade process after I informed her that the *** and *** numbers are available for upgrade. When she gave me my papers for signature and told me that there would be an early upgrade penalty of R4 000, I told her that she upgraded the wrong number, ***. She did an Upgrade Reversal on *** on Order number ***, of which I include the printout given to me. She continued to upgrade the correct numbers. I spent the whole day there as MTN experienced many problems with authorisation OTP’s.

At the end of the month MTN deducted R11 124.20 from my account, included in that fee a charge of R4 409.99 for “Remaining device charge”. I realised that this was in regards to the mistake made by Me Dube and when to MTN Menlyn where Kgatotsa told me that it was an Apple problem. I strongly disagree, even today. I upgraded a MTN contract with the help op MTN agents in a Apple store and MTN is billing me. There definitely was a system communication problem between Apple and MTN, but this is still an MTN problem. I am your client, you billed me. She told me she would see what can be done. On 19/11/2022 MTN referred me to Paul Moloise, who was the Apple store manager at the time. I visited the branch, left my supporting documents with them and was told that from their side the necessary steps was definitely taken.

By 19/12/2022 nothing has been done and both Paul Maloise and myself waited for the MTN site manager, Jennifer, to try and resolve the problem. She didn’t come in by 11:00 but told Marilyn that the procedure is that the MTN Apple instore representative must log the problem and it must be authorised by the Apple store manager. THERE IS NO SUCH THING AS AN MTN APPLE INSTORE REPRESENTATIVE IN MENLYN, so that piece of advice meant nothing.

Paul Moloise of Apple took me back to his branch and he phoned Owen, who was the previous MTN Menlyn branch manager and who previously assisted with matters like this. I was also told that the accounting system sits in India (I beg of you) and that he can’t see the “back entries “on my account.

We are now in February 2023 and this account issue have still not been resolved. R4 409.99 has been wrongly deducted from my account and in effect has been ****** from me as not a single person between Apple or MTN wants to take responsibility. I’ve tried to resolve this issue instore but this route is obviously not working.

I’m an accountant, please don’t tell me stories about your systems problems or who takes responsibility where. MTN is handling my account, MTN took R4 409.99 from my account and I expect MTN to resolve this problem. It is unbelievable in this day and age that a simple transaction mistake can not be resolved in a competent and quick manner, please resolve this.