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Roxanne L

1 reviews | Active since May 2013

25 Feb 2019, 12:07

MTN WILL DO ANYTHING TO RETAIN BUSINESS YET DOES NOT DELIVER ON SERVICE!

I recently app**** for an upgrade on my MTN contract which I have held for the last 8 years. They upgrade was immediately approved, and when I spoke to the agent assisting, I explained that I required an additional line and that the upgrade was contingent upon the new line being approved. I was advised a few days later that the upgrade was successful but that the new line was not. I enquired as to why the application failed and was told it was due to bad credit profile. I made further enquiries with a gentleman by the name of Mohammed from a reputable MTN branch in Durban, he advised that the system picked up an additional account which was opened in 2010 which I did not apply for. I called in and liaised with an agent Goitsemang who is trying to help me to remove the 2010 account from my name in order for my new line to be approved, he has informed me however, that he cannot get through to anyone from the vetting department since the 21st of February 2019, which is just unacceptable! I was just now informed that the new line will not be approved due to the bad credit listing from MTN. I do not understand how I can be vetted for an upgrade and approved, but not have a new line granted due to bad credit history. In addition, MTN very happily grants an upgrade in order to keep the contract but will not rewards its loyal customers. If you cannot be granted a new line then logically you should not betted for an upgrade. I await to hear from someone from MTN. I have threatened to bring light to these matters and all I received was a response saying "I have asked someone from vetting to give you a call"!

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Replies (2)
RL
Roxanne L's update26 Feb 2019, 12:59
Reviewer Update
I received a call from Dinesh Kowlasar of MTN's complaints dept this morning, I was told that the problem would be rectified, and he enquired as to what I needed (just a new line or the handset too). I was advised that he would "sort this out" and he will deal with the store I dealt with for my upgrade to process the new line. I sent an email out at 12h40 wanting an update as I could not reach Dinesh on the number he called from, he called me back advising that the vetting department says the second account which appeared under my name was not the reason for my the new line application declining, and that I have never been billed on this account. I told him that I was advised by Goitsemang that if I had to have been vetted in order to upgrade, and by that logic my new line should be granted - Dinesh advises that that is no longer the procedure and MTN does not vet clients when an upgrade is being processed - I am utterly disappointed at the service I have received from MTN, being a client for 8 years and spending a fairly substantial amount per month on my account, I expect better service. I also requested itemised billing some 2 and a half weeks ago, and I am to date still waiting for same despite my many calls and emails requesting same. I am constantly given false reasoning and explanations by various representatives, I do not know what the position is on upgrades or an application for a new line - but I do know that I will be cancelling my upgrade and moving to another network as a direct result of the poor service MTN delivers.
RL
Roxanne L's update26 Feb 2019, 15:52
Reviewer Update
It is now 3h55 and I have not heard back from Dinesh, I have send him two emails asking him to provide me with feedback in relation to what I was advised by Goitsemang from his office. I have given him until c.o.b today to revert failing which I will cancel my upgrade and terminate my mandate with MTN.