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Karen K

1 reviews | Active since Sept 2010

22 Apr 2018, 06:45

Mtn upgrade ****

I had downgraded my account on the 5th March 2018 telephonically to a Month to month contract for R239 per month and had an sms sent as confirmation that it had been done. When I asked, the consultant confirmed that yes i will have to pay R239 a month for my 2 contracts and that all was in order with no other costs or fees. Now I am getting sms's that my account is over R1000 to pay and when I called to ask what is going on, no one can answer and they keep telling me to contact the upgrades dept who never get back to me. I will not be responsible for this account as your calls are recorded and your consultants need to be more efficient. I need this sorted out immediately as Mtn seem to be very slow in resolving queries and problems but quick to diconnect lines even if they did not resolve any problems.

0
Replies (3)
MTN South Africa
MTN South Africa's reply23 Apr 2018, 08:27
Official

Good day Karen,

Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.

Kindly note that your complaint has been escalated to our billing department to investigate. I see that our credit management team has also spoken to you in order to rectify the outstanding amount until the investigation has concluded. Kindly contact our call centre should you have any further questions.

Kind regards,

Ishie.

Complaints Management Team.

Best regards,

KK
Karen K's update24 Apr 2018, 07:47
Reviewer Update
Good day. I still have not received any feedback and the account is due on the 25th. I do not want this lines to be suspended because of someone elses negligance. Ask your team to put a hold on the line suspension as this is not my fault.
KK
Karen K's update06 Jun 2018, 10:49
Reviewer Update
It is the 6th June and nothing has been done to resolve the matter. I keep getting sms's stating my account will be suspended because of MTN staff. They keep logging the credits over and over again and say it will take 7days. Its been going on for months now and there seems to be no Managers or Supervisors in charge thar can take control of the problem and resolve it instantly. The MTN branches say they cannot help because it is the Call centre that needs to do this. Then I keep getting sms's that they will suspend the line. I have to keep calling every 2nd week and MTN keeps saying they are waiting for the credits to be passed. It is ridiculous on how this is working. Truly the worst cellphone Network.