RJ
Roslyn J
1 reviews | Active since May 2013
01 Aug 2017, 14:57
MTN Upgrade Fail
<p>I upgraded three of my MTN numbers telephonically. I thought I was dealing directly with MTN, but it was through one of their affiliates Summer Mobile. When I discovered that I had "upgraded" to a three-year contract, I called MTN and then Summer Mobile to cancel the upgrade. Now, about two months later, the upgrade has still not been cancelled. I am tired of phoning Summer Mobile and waiting for a call centre agent to answer, only to be told that the phones have not yet been returned to MTN and therefore my upgrade cannot be cancelled. MTN cannot help me either. The bottomline is I want the upgrade cancelled so that I can go into an MTN store and redo it under my terms. </p>
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Replies (3)
MTN South Africa's replyOfficial
02 Aug 2017, 09:54Dear Roslyn,
On behalf of MTN, I wanted to extend my sincerest apologies for the negative experience that you had with Summer Mobile.
We do our best to train each and every one of our representatives on how to properly handle our customers’ issues, and how to direct customer calls to the proper channels should they be unable to solve our customers’ issues themselves.
I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
It’s my goal to retain you as a satisfied customer and will hope to serve you again in the future.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply02 Aug 2017, 09:54
Official
Dear Roslyn,
On behalf of MTN, I wanted to extend my sincerest apologies for the negative experience that you had with Summer Mobile.
We do our best to train each and every one of our representatives on how to properly handle our customers’ issues, and how to direct customer calls to the proper channels should they be unable to solve our customers’ issues themselves.
I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
It’s my goal to retain you as a satisfied customer and will hope to serve you again in the future.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
RJ
Roslyn J's updateReviewer Update
19 Aug 2017, 12:30Dear Willem Jnr Loots,
I haven't heard from you since you posted your reply 17 days ago. If you don't help me to resolve this issue in the next week, I am going to port to Vodacom.
RJ
Roslyn J's update19 Aug 2017, 12:30
Reviewer Update
Dear Willem Jnr Loots,
I haven't heard from you since you posted your reply 17 days ago. If you don't help me to resolve this issue in the next week, I am going to port to Vodacom.
RJ
Roslyn J's updateReviewer Update
31 Aug 2017, 11:23Hello MTN! I am still not able to process my upgrades! You leave me no choice but to port to Vodacom. You are now saying goodbye to a contract comprising three phones and a route. #MTN #SummerMobile #WillemJnrLoots
RJ
Roslyn J's update31 Aug 2017, 11:23
Reviewer Update
Hello MTN! I am still not able to process my upgrades! You leave me no choice but to port to Vodacom. You are now saying goodbye to a contract comprising three phones and a route. #MTN #SummerMobile #WillemJnrLoots