1 reviews | Active since Jun 2013
"No Airtime" on an uncapped account but "system says it's fine"
<p>I recently "upgraded" my contract from one product to the "100 Flexi", which gives me R100 to use as I like, and then switches to postpaid billing when that runs out. Well, today it ran out, and I can't make calls because there is "insufficient airtime". I've spoken with the call centre twice, and both agents tell me on their side, it's an open line ie uncapped account. As far as they're concerned, that's the end of the story. The fact that I can't make calls doesn't seem to be an issue in MTN's life. The best advice they can offer is "go to a store - maybe they can help you", because the system says I should be able to make calls.<br />Oh, and the phone that was ordered when I upgraded - I'm still waiting for that, even though it's been three weeks, but guess what? The call centre agents can't help me with that either. I have to register with the "MTN store" but surprise surprise! the registration system doesn't work either - I wasted an hour on that today.</p> <p>Overall, MTN's service has sunk from pathetic to utterly abysmal. It's probably worth paying out the contract value for the phone - if it ever arrives - and porting to one of the others because they cannot possibly be any worse!</p>
Good Day ***gly,
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly be advised that your current usage limit is set to R0.00, you can increase the amount by dialling USSD string *141*1*7852#ok. This is the amount that will be available for you to spend on any additional usage/charges that are not covered by the inclusive value or once you have depleted your inclusive value. You will pay for any additional usage plus your monthly subscription so please set an amount based on your affordability.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery.
Kind Regards,
Zukiswa
REQ: **********
Good Day ***gly,
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly be advised that your current usage limit is set to R0.00, you can increase the amount by dialling USSD string *141*1*7852#ok. This is the amount that will be available for you to spend on any additional usage/charges that are not covered by the inclusive value or once you have depleted your inclusive value. You will pay for any additional usage plus your monthly subscription so please set an amount based on your affordability.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery.
Kind Regards,
Zukiswa
REQ: **********
Zukiswa, you clearly don't understand the problem: *in theory*, when the value bundle is depleted, the contract switches to postpaid billing. In practice, it doesn't! ie when the bundle is finished, I cannot make calls, because your system doesn't work! This is NOT in line with the terms of the contract!
Secondly, typing in the USSD code simply returns a message to contact my service provider in order to change my limit ie it doesn't work! If I try do it via the website, it doesn't work! When your call centre agents try change it *it doesn't work*!! What part of this do you not understand?
I notice you completely ignored the part about the handset not being delivered - MTN commited to "5 to 10 working days". It is now almost a month, and neither MTN nor the courier has made any attempt to contact me in this regard. When I queried it with the call centre, I was told to "phone back tomorrow". How is that helpful?
It may not be MTN's "intention to displease" me, but ffs, how about putting a little effort into simply delivering on the contractual terms?!?
Zukiswa, you clearly don't understand the problem: *in theory*, when the value bundle is depleted, the contract switches to postpaid billing. In practice, it doesn't! ie when the bundle is finished, I cannot make calls, because your system doesn't work! This is NOT in line with the terms of the contract!
Secondly, typing in the USSD code simply returns a message to contact my service provider in order to change my limit ie it doesn't work! If I try do it via the website, it doesn't work! When your call centre agents try change it *it doesn't work*!! What part of this do you not understand?
I notice you completely ignored the part about the handset not being delivered - MTN commited to "5 to 10 working days". It is now almost a month, and neither MTN nor the courier has made any attempt to contact me in this regard. When I queried it with the call centre, I was told to "phone back tomorrow". How is that helpful?
It may not be MTN's "intention to displease" me, but ffs, how about putting a little effort into simply delivering on the contractual terms?!?