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Amir D

1 reviews | Active since Apr 2018

18 Dec 2018, 23:12

MTN worst service ever! Stop spending money on marketing n spend it on customer service rather

Dear mtn - stop replying with a copy and paste message and then ignoring me. Address the issue below. It's now been over a month and over 20 emails which all get ignored. I have rep**** to your response to my complaint below and you have ignored it. In addition to ignoring the 17 emails that I have sent you. You said the deal was for 2016 black Friday customers only, which I am. But i was NOT offered the deal below.

My experience was that a "secret" upgrade deal was made available on 21st November. This information was available to those with access to insider information and others that it was leaked to. People received 40GB anytime plus 40GB night data plus 500 minutes for R199 on 21 and 22 November 2018. This was increased to R299 on 23 November. Meanwhile, half the data and a fraction of the minutes was offered to the rest of the people for twice the price (via email and sms). So people with access to this secret information get the above for R199 while the rest of us have to pay over double the price. I sent an email MTN requesting a better deal and was ignored. Why were all the MTN subscribers due for upgrade not offered this "secret" deal? This is extremely unfair to MTN customers as only those privy to insider information were able to obtain the above deal. I have tried to request the above deal through MTN stores and the retentions department but have been unsuccessful. I have sent several messages and emails but to no avail. I am highly disappointed with MTN

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Replies (3)
MTN South Africa
MTN South Africa's reply19 Dec 2018, 09:10
Official
Good day Amir,  

Thank you for your post.  

Please accept our apologies for the lapse in service and the inconvenience caused to you as a result.  

Kindly note that this deal was not on offer at any point of sale. It was on offer from the Retentions department and that offer is no longer available. 

If you are not happy with the resolution of this matter, please note you may refer this matter to the following regulatory bodies:

The Consumer Goods and Services Ombudsman (CGSO)
Sharecall:  ***(CPA)
Email: ***
Fax: ***
Physical Address: Association House, Bond Street Business Park, Cnr Bond Kent Street, Randburg
Postal Address: PO Box 3815, Randburg, 2125

The Independent Communications Authority of South Africa (ICASA)
Phone: ***/3001
Email: ***
Postal address: Private Bag X10002, Sandton, 2146
Street address: Block C, Pinmill Farm, 164 Katherine Street, Sandton

Warm Regards, 
Zanele Mazibuko
Complaints Management Team


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Amir D's update19 Dec 2018, 13:02
Reviewer Update
Good day. Yes, i am aware that it was available from the retentions department. That is what my issue is- the rest of us were offered deals at twice the price by the retentions department. Why was i not offered the deal above? I even responded to the email sent to me asking for the better deal and this email was sent to the retentions department. They just ignored me. Those with insider information got the special deal from retentions. This is not fair. The retentions department did not respond to me when the deal was available. Why am i being victimised for MTN's bad service?
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Amir D's update19 Dec 2018, 13:12
Reviewer Update
Good day. Yes, i am aware that it was available from the retentions department. That is what my issue is- the rest of us were offered deals at twice the price by the retentions department. Why was i not offered the deal above? I even responded to the email sent to me asking for the better deal and this email was sent to the retentions department. They just ignored me. Those with insider information got the special deal from retentions. This is not fair. The retentions department did not respond to me when the deal was available. Why am i being victimised for MTN's bad service?