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Elsabe V

1 reviews | Active since Feb 2019

05 Feb 2019, 14:17

MTN - WORST SERVICE EVER

My father passed away in 2016 and we have been struggling since then to cancel his contract and retain my mother's (81 years old) number on prepaid. We've sent letters to legal division, credit division, 806, ********** to name but a few, but receive NO positive response from anyone! Was eventually informed on 18 Jan 2019 by Ighshaan Adakarie from retentions division that we can just phone to migrate to prepaid when we are ready. Today ONLY I spoke to 6 different MTN consultants, and NO ONE knows what they are doing, or can assist me. This is probably the worst service I have ever experienced in SA! Is there anyone that can assist me with the way forward?

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Replies (5)
MTN South Africa
MTN South Africa's reply06 Feb 2019, 12:48
Official
Good day Elsabe

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused as a result of this and assure you that it is not our intention to displease you.

Kindly note that the matter has been escalated for assistance.

We sincerely hope that the above is in order and that we are able to restore your faith in us.

Warm Regards 
Renall Chetty
Complaints Management Team 

Best regards,

MTN South Africa
MTN South Africa's reply07 Feb 2019, 12:29
Official
Good day Elsabe

Please confirm if you went into store to fill out a transfer of owner ship form ?

Warm Regards 
Renall Chetty
Complaints Management Team 

Best regards,

EV
Elsabe V's update07 Feb 2019, 12:36
Reviewer Update
Hi Renall NO ONE has EVER told me to fill out any form, except for the documentation that has already been requested, i.e. death certificate, offical letter on letterhead, and being told by MTN Nelspruit AND Igshaan that all we need to do is call 135 for the migration to prepaid. If you are telling me to complete a form after TWO years of struggling with this issue, it poses even more questions about the level of competence of ANY of your staff members
EV
Elsabe V's update07 Feb 2019, 12:44
Reviewer Update
My mother (the owner of the phone) is 81 years old, and cannot walk, and I've taken her in to MTN at least 4 times to try and sort out this issue, with no progress, so I will not subject her to this again as she is in constant pain. Here are the responses to my emails sent : EBU Save Team <***> Fri, 18 Jan, 10:45 Good day Elsabe Thank you for your emailing retentions. Apologies for the delayed response. Please be advised that the prepaid migration cannot be scheduled. Your letterhead stated that you want the cancellation done by end of January 2019 but you also want the number to be prepaid. A prepaid migration happens immediately. Please confirm if we can go ahead with the immediate prepaid migration or if you going to resend the request on 31st January 2019. Kind Regards Ighshaan Adakarie EBU Retentions On Mon, 28 Jan 2019 at 15:40, EBU Save Team <***> wrote: Good day Elsabe We apologise for the delayed response Thank you for emailing Enterprise Support Services. Please be advised that the number *** has already migrated to prepaid and please advise if the below be migrated to prepaid as well in order for your request to be processed and advise you further. *** We look forward to being of service to you in the future. Kind Regards, Busisiwe George Enterprise Support Services EBU Save Team Tue, 5 Feb, 16:53 (2 days ago) Duplicate request. Already actioned as per ***0
EV
Elsabe V's update08 Feb 2019, 11:10
Reviewer Update
Thank you Ighshaan from MTN who phoned me this morning and sorted this account out once and for all. You restored my faith in MTN again. Appreciate your assistance in this regard!