CJ
Clive J

1 reviews | Active since Feb 2015

10 Feb 2015, 21:17

MTN totally uncooperative with Overseas traveller

We are travelling in Spain and used my wife's phone as a GPS - data usage pushed her account over her self imposed credit limit. MTN cut her phone off summarily. We have sent 16 e-mails to MTN customer care and the credit department and despite inferring they will attend to the mail in 8 hrs (Auto response) no one has had the courtesy to contact us or reply to our emails. We asked our lawyer in South Africa to contact MTN and they have been faced with the same non response from MTN. <br> There is no number listed on the MTN site for overseas travellers to call MTN. <br> We have sent several SMS's and many e-mails but they simply ignore our request despite instructing them to simply increase the limit and debit the stop order. But MTN just ignores us despite threatening to cancel out contract after 15 years supporting MTN - Absolutely disgusting as my wife has parents in SA who are over 85 and need to be able to contact us in an emergency. No amount of pleading over three weeks has helped.<br> Even our lawyer in South Africa also does not know how to proceed against a brick wall of incompetence!!!

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Replies (1)
MTN South Africa
MTN South Africa's reply24 Feb 2015, 08:37
Official
Hello Longbow,

We are truly sorry for the delayed response and for any inconvenience caused. It is was not our intention to have dissatisfied you in any way.

We have now perused your account and see that a response was sent to you on the 14th, 15th, 16th & 17th of January 2015 by one of our Credit Controllers advising you of the high Roaming charges. The line was then reconnected on the 28th of January 2015 and you simply needed to reboot the device in order to connect to the available network.

We do also see that there was responses to e-mails on the 4th of February 2015 advising you of the line being activated and then another response on the 6th of February 2015 from our Credit Management Team.

The line was active since the 28th of January 2015 and as confirmed it simply needed to have been rebooted. We will suggest that you call *** or +***8 for assistance while roaming.

Once again we are sorry for the delayed responses received.

Regards
Tim
MTN Complaints Management Team: REQ:***