My Worst Customer Service Experience

Good day,

My name is Nelson Tau and I am sending this mail with a great deal of anger and disgust, this comes from trying to contact your customer care via my mobile and not finding joy pertaining to my query.

I am phoning from a different network number trying to query my router, the lines keep cutting off. I am spending ample airtime on this problem, all I am getting is customer care lines are inbound which I find very nonsensical especially from a customer care department.

What do we do in a case like this??

Nelson Tau.

---------- From: customercare <***> Date: Tue, Aug 16, 2022 at 11:18 AM To: Nelson Tau <***>

Y'ello Nelson Tau Thank you for getting in touch. This is an automated response confirming that your query is in our work queue and will be attended to shortly. Should any follow-up be required in reference to your enquiry, please use the reference number below. Reference number: 78d32bb4-ef30-442e-98e1-9ed441ed4712 Our support teams are available Monday to Sunday from 8h00 until 17h00. We always try to respond within 24 hours and are committed to resolving your complaint or query with processes aligned with Independent Communications Authority of South Africa (ICASA) requirements. Warm Regards, MTN Download the MTN App and manage every aspect of your account, from recharges to rewards.

---------- From: customercare <***> Date: Wed, Aug 17, 2022 at 2:04 AM To: Nelson Tau <***>

Yello Nelson Tau , Thank you for your email. Kindly provide us with a detailed description of your query and/or request, together with the number in question so we can assist accordingly. If this is in relation to a contract account, kindly confirm the below details for security and verification purposes so we can assist further with your query:

• ID Number • Postal / Residential Address • Work Telephone Number / Email address • Bank Name / Type of account We look forward to being of service to you in the future. Warm Regards, Chantelle Wangra

---------- From: Nelson Tau <***> Date: Wed, Aug 17, 2022 at 9:59 AM To: <***>

Good day Chantelle,

Let me relay my story with hope that this will get sorted out. Yes I am a contract subscriber LTE My home 220GB.

The past 3months have been some kind of a concern regarding my data. At first it was something I took lightly.

We are a family of four at my house Myself, Wife and 2 Kids. and we have been having the best service from MTN till the last 2 months.

My package which I signed for comprises of 110GB anytime and 110GB night express. Believe me when I say I am as disciplined as they come when it comes to consuming of data especially when it comes to my kids. and I hardly stream at home between myself and my wife.

The 110 anytime data that is day would last us the whole month with no hassles before. What I am experiencing currently and the past 2 months have been somewhat of a concern.

Upon loading from the service provider my data doesn't get to the 15th anymore as we speak it has been off since 10th of August last week. I can only access night express ever since and this has been happening for the past 3 months mind you, from what has been working perfectly before.

I am not an MTN mobile subscriber but an LTE subscriber. So my frustrations began when I started seeking clarity by calling the customer service from the 12 August that is last Friday.

As I have mentioned that I am not a MTN subscriber, I use my mobile number from a different network and you can understand the minutes and chargers thereof.

I have been phoning countless times from the said date to today in anger and frustration of the bad service I am getting, if it's not the lines cutting off its data tracker machine being offline since last week Friday they say. My query is simply to be assisted on this concern I am having as to what is happening with my data. The shock I got from one of your consultants on Monday was that, what they see on the system is that I subscribed for 220GB of night express ONLY!! Hence I do not have data on anytime data allocation.

This is something that I want it to be invistgated from a good service that I was getting and having no problems with to now this!!! Mind you my payment goes through every month as per the contract but such a disappointing service currently. This matter has been escalated since last Friday, I've requested countless call backs but nobody bothers to even attend to this.

If this is the kind of service I am getting, what's the use of having this contract and paying thereof.

Awaiting for your quickest response on this matter.

M details are as follows; LTE sim card no *** My primary contact no ***

regards, Nelson

---------- From: customercare <***> Date: Thu, Aug 18, 2022 at 8:08 AM To: Nelson Tau <***>

Good day Nelson,

Kindly be advised that data usage is dependent on the type of phone that you use, the network (4G is faster and uses more data then 3G and LTE), the apps that you have on the phone, the automatic updates that run on the phone (these should be turned off) and surfing the net. For URL report please dial *180*87243# Please note that you can check your data usage on your phone under settings.

We trust that you find the above in order and please do not hesitate to contact us should you require further assistance. We thank you for your continued support Kind Regards, Edward Phaka Customer Services MTN SA

---------- From: Nelson Tau <***> Date: Thu, Aug 18, 2022 at 8:39 AM To: <***>

Good day Edward,

Seeing that everything is deduced to usage and the type of phone I am using.

It becomes more interesting now and i am gonna show you guys don't know what you are doing there.

My line has been offline on the night express for the past 2days. I guess 200GB of data has been used in 2 days seeing that usage is the go to word when yall dont know what to do.

I am starting to get annoyed by this, and contemplating on taking this further seeing the level of competency from you all.

To make this easy I am gonna ask for the ITB for the past 3 months broken down to all day usage including night express usage.

Coz the usage breakdown you send to me just shows days and the amount of data used, I need it to be broken down further to see usage per day and night respectively, it can even be on sites visited and the duration.

I think it will be better if we start there. Please send this pronto as I am losing patience with this nonsense.

Regards,

Nelson Tau.

---------- From: Nelson Tau <***> Date: Thu, Aug 18, 2022 at 10:43 AM To: <***>

Good day Edward,

Another thing to note is that I am not an MTN mobile subscriber but an LTE subscriber only.

The *** number is my router number which happens to be in the router as we speak. My primary number is ***. I am requesting a call back from someone who will assist with what I have asked for.

Your speedy response on this will be highly appreciated.

Regards, Nelson Tau

On Thu, Aug 18, 2022 at 8:08 AM customercare <***> wrote:

---------- From: Nelson Tau <***> Date: Thu, Aug 18, 2022 at 11:17 AM To: <***>

Good day,

Please assist on the below.

Regards, Nelson Tau *** Forwarded Conversation Subject: Data Query ------------------------ ---------- From: customercare <***> Date: Tue, Aug 16, 2022 at 11:18 AM To: Nelson Tau <***> ---------- From: customercare <***> Date: Wed, Aug 17, 2022 at 2:04 AM To: Nelson Tau <***>

Yello Nelson Tau , Thank you for your email. Kindly provide us with a detailed description of your query and/or request, together with the number in question so we can assist accordingly. If this is in relation to a contract account, kindly confirm the below details for security and verification purposes so we can assist further with your query:

• ID Number • Postal / Residential Address • Work Telephone Number / Email address • Bank Name / Type of account We look forward to being of service to you in the future. Warm Regards, Chantelle Wangra

---------- From: Nelson Tau <***> Date: Wed, Aug 17, 2022 at 9:59 AM To: <***>

Good day Chantelle,

Let me relay my story with hope that this will get sorted out. Yes I am a contract subscriber LTE My home 220GB.

The past 3months have been some kind of a concern regarding my data. At first it was something I took lightly.

We are a family of four at my house Myself, Wife and 2 Kids. and we have been having the best service from MTN till the last 2 months.

My package which I signed for comprises of 110GB anytime and 110GB night express. Believe me when I say I am as disciplined as they come when it comes to consuming of data especially when it comes to my kids. and I hardly stream at home between myself and my wife.

The 110 anytime data that is day would last us the whole month with no hassles before. What I am experiencing currently and the past 2 months have been somewhat of a concern.

Upon loading from the service provider my data doesn't get to the 15th anymore as we speak it has been off since 10th of August last week. I can only access night express ever since and this has been happening for the past 3 months mind you, from what has been working perfectly before.

I am not an MTN mobile subscriber but an LTE subscriber. So my frustrations began when I started seeking clarity by calling the customer service from the 12 August that is last Friday.

As I have mentioned that I am not a MTN subscriber, I use my mobile number from a different network and you can understand the minutes and chargers thereof.

I have been phoning countless times from the said date to today in anger and frustration of the bad service I am getting, if it's not the lines cutting off its data tracker machine being offline since last week Friday they say. My query is simply to be assisted on this concern I am having as to what is happening with my data. The shock I got from one of your consultants on Monday was that, what they see on the system is that I subscribed for 220GB of night express ONLY!! Hence I do not have data on anytime data allocation.

This is something that I want it to be investigated from a good service that I was getting and having no problems with to now this!!! Mind you my payment goes through every month as per the contract but such a disappointing service currently. This matter has been escalated since last Friday, I've requested countless call backs but nobody bothers to even attend to this.

If this is the kind of service I am getting, what's the use of having this contract and paying thereof.

Awaiting for your quickest response on this matter.

M details are as follows; LTE sim card no *** My primary contact no ***

regards, Nelson

---------- From: customercare <***> Date: Thu, Aug 18, 2022 at 8:08 AM To: Nelson Tau <***>

Good day Nelson,

Kindly be advised that data usage is dependent on the type of phone that you use, the network (4G is faster and uses more data then 3G and LTE), the apps that you have on the phone, the automatic updates that run on the phone (these should be turned off) and surfing the net. For URL report please dial *180*87243# Please note that you can check your data usage on your phone under settings.

We trust that you find the above in order and please do not hesitate to contact us should you require further assistance. We thank you for your continued support Kind Regards, Edward Phaka Customer Services MTN SA

---------- From: Nelson Tau <***> Date: Thu, Aug 18, 2022 at 8:39 AM To: <***>

Good day Edward,

Seeing that everything is deduced to usage and the type of phone I am using.

It becomes more interesting now and i am gonna show you guys don't know what you are doing there.

My line has been offline on the night express for the past 2days. I guess 200GB of data has been used in 2 days seeing that usage is the go to word when yall dont know what to do.

I am starting to get annoyed by this, and contemplating on taking this further seeing the level of competency from you all.

To make this easy I am gonna ask for the ITB for the past 3 months broken down to all day usage including night express usage.

Coz the usage breakdown you send to me just shows days and the amount of data used, I need it to be broken down further to see usage per day and night respectively, it can even be on sites visited and the duration.

I think it will be better if we start there. Please send this pronto as I am losing patience with this nonsense.

Regards,

Nelson Tau.

---------- From: Nelson Tau <***> Date: Thu, Aug 18, 2022 at 10:43 AM To: <***>

---------- From: Mail Delivery Subsystem <***> Date: Thu, Aug 18, 2022 at 11:18 AM To: <***>

Message blocked Your message to *** has been blocked. See technical details below for more information.

The response from the remote server was: 550 5.4.1 Recipient address rejected: Access denied. AS(***) [VE1EUR03FT061.eop-EUR03.prod.protection.outlook.com]

---------- Forwarded message ---------- From: Nelson Tau <***> To: *** Cc: Bcc: Date: Thu, 18 Aug 2022 11:17:58 +0200 Subject: Fwd: Data Query ----- Message truncated -----