1 reviews | Active since May 2016
MTN Woes
<p>On the 1st May 2016, my phone and other items were ****** and so I raised a call to MTN to inform them of this. Sitting at the Police station trying to log my case, I was instructed by the agent that I need to obtain the IMEC and …. Numbers from the device box before they could help me and that I should call back the same day.</p> <p> </p> <p>I had to leave the police station, drive home to get fetch the required codes and return to the police station as they also required information from MTN in order to raise a case for me.</p> <p> </p> <p>Upon returning to the Police station, bearing in mind that it took about 30 minutes of staying on hold for the 1st call to MTN before finally getting through to the agent I spoke to, it took another 30 minutes to get through to them again after obtaining the information they required only to be told that they cannot help me as their ITC division is closed for the day and that I would need to call back the following day. I did not accept this and even asked to speak to a supervisor who told me the same thing. I mentioned to the supervisor that it is difficult to accept this feedback as I am at risk and they said there is nothing they could do and that I need to call back.</p> <p> </p> <p>Fast forward a couple of weeks, I now get a bill of about R6000.00 from MTN. I call their call centre to ask for a call log and they send me a report showing calls having being made to international countries, which I obviously did not make. I then rep**** to the agent who sent me the report that as I mentioned, the phone had been ****** as I reported to them and I did not make those calls and so I will not be taking responsibility for that bill as MTN did not take action when I reported the phone being ******. I also included a police case number to MTN. The most puzzling part is that even after MTN claimed that the line had been "blocked" a call was made to one of the countries that calls were placed to after the phone was ******. It is now 4 days after replying to the agent, and I have yet to receive a response from MTN or confirmation of a reversal and so I am posting this as once again I am very disappointed with the level of service I am receiving from MTN.</p> <p> </p>
Thank you for your post.
Please accept our apologies for the inconvenience caused.
Kindly be note that the matter has been escalated to the billing division to validate the invoice. Please allow a turnaround time of 7/14 working days for the matter to be resolved
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Thank you for your post.
Please accept our apologies for the inconvenience caused.
Kindly be note that the matter has been escalated to the billing division to validate the invoice. Please allow a turnaround time of 7/14 working days for the matter to be resolved
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Regards
Nompumelelo
REQ:***
Another 2 months and I have to spend over an hour compiling this complaint to get the same issue resolved. On the 11th June 2016, I call MTN as I received an SMS that I still owe R1744,02 on my account. I explained to the agent that I have already logged a case for this and I am awaiting feedback from MTN as I was told to allow 7-14 working days to have this issue resolved as per the response I received above. I then asked the agent to please log a call to have a report sent to me for all calls and not just international calls made during the period the phone was ****** and also to escalate/highlight that I did not make these calls as per original case I had opened. She confirmed to me that she had done this and that I would receive feedback in 2 working days. In good faith, I requested MTN's banking details so that I can make payments of my monthly contract bill, so that my service is not interrupted. I made these payments, however did not receive any report or any feedback of an escalation or reversal on the balance. On the 13th July I received another 'friendly reminder' SMS from MTN. I called in and again had to explain the issue and asked for this to be escalated. I was advised I would receive feedback within 2-3 working days, feedback that I am still waiting for. Last straw is this morning, I receive an SMS that my account is overdue and my line will be suspended in 2 days if I do not pay the R1175.02. Not sure how many more times I need to state that this amount needs to be reversed. I trust this will be the last time I have to address this issue with MTN.
Another 2 months and I have to spend over an hour compiling this complaint to get the same issue resolved. On the 11th June 2016, I call MTN as I received an SMS that I still owe R1744,02 on my account. I explained to the agent that I have already logged a case for this and I am awaiting feedback from MTN as I was told to allow 7-14 working days to have this issue resolved as per the response I received above. I then asked the agent to please log a call to have a report sent to me for all calls and not just international calls made during the period the phone was ****** and also to escalate/highlight that I did not make these calls as per original case I had opened. She confirmed to me that she had done this and that I would receive feedback in 2 working days. In good faith, I requested MTN's banking details so that I can make payments of my monthly contract bill, so that my service is not interrupted. I made these payments, however did not receive any report or any feedback of an escalation or reversal on the balance. On the 13th July I received another 'friendly reminder' SMS from MTN. I called in and again had to explain the issue and asked for this to be escalated. I was advised I would receive feedback within 2-3 working days, feedback that I am still waiting for. Last straw is this morning, I receive an SMS that my account is overdue and my line will be suspended in 2 days if I do not pay the R1175.02. Not sure how many more times I need to state that this amount needs to be reversed. I trust this will be the last time I have to address this issue with MTN.