BH
Beverley H
1 reviews | Active since Nov 2017
01 Nov 2017, 12:14
No Delivery leads to no Response and or Service
I was called to offer me an easy upgrade option for my MTN Contract. I was very happy to try this as it seemed much more convenient, and I already had a phone in mind. The person who called me on the 23rd of September was very polite. We completed the agreement and there I was thinking that I would receive my handset soon. In the meantime, I received a message stating that the upgrade has been done, and I was left thinking that the handset will soon follow... Big Mistake. I phoned them numerous of times, if their phone lines arent bad, they dont respond to emails, when you do get hold of them, they besically tell you to wait. I then decided that I will contact MTN who also keeps on directing me hence and forth. I have in the meantime decided that I no longer want the handset seeing as I do not know how many people have been playing soccer with the pox at the couriers for a month now. In the attempt to cancel the upgrade, I am also received with a hond full of blockers where no one can help me on MTN's side and from SummerMobile, I only get a "they will contant you" - never happens - and a "The request has been submitted" - but they cant tell me how long this will take. In the Meantime I am left payong for something I do not Have. WHO IS GOING TO REFUND ME NOW?? I need help and No One is willing to even try and help me and the ones who does attempt to help me seems to be the lower people who also just gets Ignored. PLEASE ANY HELP WOULD BE APPRECIATED Going on 6 weeks of stress, trouble, high costs of phone calls and time taken out of my working hours.
Helpful (0)
Replies (1)0
Replies (1)BH
Beverley H's updateReviewer Update
07 Nov 2017, 15:41Once again, STILL no response from either MTN and or SummerMobile.
I think I have been very nice and VERY patient up until NOW!!
Response from MTN to my HeloPeter complaint (Where I really appreciated to hear from them):
Dear Beverley ,
Thank you for your post.
We apologize for the inconvenience that you have experienced with our deliveries. We completely understand the frustration it has caused.
We have introduced new systems with a view to improve services- these have led to our customers having to wait for their consignments much longer than what the process permits. We have reverted back to the old system to correct this error to restore services due to our customers. This may however take a bit of time to resolve.
We apologise immensely for this incident and the service you have received from us thus far. Do note that we are actively trying to resolve this matter and your patience is highly appreciated while we correct this shortcoming.
You will be contacted, please bear with us during this process.
Thank you.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Response to the above from me that very same day:
Good day Willem, Thank you kindly for your response. In all honesty you are the one and only person who have corresponded with me in any way since I have been logging this query and to be frank, I am very fed-up with being ignored. There is easily nothing worse in my books, aside from being **** to. So, firstly let me say thank you for your message and that I am very sorry that your system changes didn't meet MTN's expectations as anticipated, I do know the feeling and can relate. Secondly, I do feel the need to ask you whether or not this query will also be thrown on the pile and get lost, and or if it will definitely be seen and taken care of individually? I need some sort of guarantee of constant feedback now. (Please note, this is not personal in any way; I honestly appreciate your getting back to me). And thirdly, how are we going to go about the refunding of the payments that I am making in the meantime while this issue is being resolved? As you can see, I have numerous of questions as no one has been supplying any to me. Looking forward to your response. Kindest regards Beverley Haasbroek. ********** 235
Response from MTN for the above:
Yes.... I know Empty... still waiting.
Spoke to MTN today again:
Sorry we cant help you, they switch me through to the Cancelations dept, and then I get cut off, neveranswers the phone.
Then phoned SummerMobile - Asked to speak to the manager = Not available, she'll phone me back.
STILL WAITING AND PHONED 4 TIMES NOW.
Below has been forwarded on request of myself but yet no response and NO phonecalls from them at all: The don't know where the phone is, they REFUSE to cancel the upgrade and NO ONE IS INTERESTED IN HELPING ME.
Lucia Mantashe **********
15:18 (14 minutes ago)
to me
From: Ruby Alexander
Sent: Tuesday, November 07, 2017 12:46 PM
To:
Cc:
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085 _ ********** 235 or ********** 819
Good day
Any feedback regarding the below?
@Ashleen client requested wants to speak to a manager as she is getting nowhere with the agents.
@ Yumnah please keep flagged on your side till resolved
Kind regards
Ruby Alexander
From: Ruby Alexander
Sent: 01 November 2017 12:43 PM
To:
Cc: CustomerServices;
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085
Good day
Any feedback regarding the below?
@ Yumnah please keep flagged on your side till resolved
**********
Kind regards
Ruby Alexander
From:
Sent: 30 October 2017 04:04 PM
To:
Cc:
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085
Mac please provide proof of handvoer
From:
Sent: Monday, 30 October 2017 1:52 PM
To:
Cc: CustomerServices **********
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085
Good Day Lucky,
Please advise if there is a RMA for the below?
Thanks
Y
From: Yumnah ****er
Sent: 27 October 2017 01:15 PM
To:
Cc: CustomerServices
Subject: FW: Contact: Beverley Haasbroek_ ********** 032085
Good day Frank,
Please advise if there is a RMA reflecting
Client wishes to cancel.
From: Yumnah ****er
Sent: 17 October 2017 11:03 AM
To: Lucia Mantashe
Cc: CustomerServices
Subject: FW: Contact: Beverley Haasbroek_ ********** 032085
Hi Lucia,
Please call the client below,
It was assigned to you.
Thanks
Y
From: Beverley Claudette Haasbroek **********
Sent: 17 October 2017 10:47 AM
To: Yumnah ****er
Cc: CustomerServices
Subject: Re: Contact: Beverley Haasbroek
Good morning all,
I trust that you are keeping well.
Please can someone give me feedback as to what is going on?
Otherwise, how can I go about to cancel this transaction | upgrade?
Please advise soonest.
Regards
Beverley Haasbroek
********** 235
On 13 October 2017 at 15:24, Beverley Claudette Haasbroek ********** wrote:
Good day Yumnah,
Thank you kindly for the quick response, this wasn't anticipated giving the difficulty of communication - Thank you so much!
My ID number is ********** 032085
and my contact - contract number as well - is ********** 235
Looking forward to hearing back from you.
Kind regards
Beverley Haasbroek
On 13 October 2017 at 15:10, Yumnah ****er ********** wrote:
Good Day Valued Customer,
Thank you for alerting us to your query, we will make an effort to resolve this as soon as possible.
In order for us to assist the first step is to gather your information. Kindly provide us with your ID number and contact number for our tracking system.
We await your reply so that our Team can get back to you.
Kind Regards,
Customer Service
**********
From: SummerMobile **********
Sent: 13 October 2017 03:00 PM
To: Customer.Services
Subject: Contact: Beverley Haasbroek
Image removed by sender.
SummerMobile Contact Form
Name
Beverley Haasbroek
E-mail
**********
Regarding
Upgrade done on the 23rd of September '17
Message
Good day, I trust that you are keeping well. I need some urgent help as I still havent received my handset and it's almost a month now. The phone lines are very bad - i have tried to contact you but am unable to speak to the consultants. Please can someone help me? Looking forward to your response. Kind regards Beverley Haasbroek ********** 235
Copyright 2017. SummerMobile.
@ Going to open a case of ***** against them now? I am done, Why am I paying for something I dont have yet?
BH
Beverley H's update07 Nov 2017, 15:41
Reviewer Update
Once again, STILL no response from either MTN and or SummerMobile.
I think I have been very nice and VERY patient up until NOW!!
Response from MTN to my HeloPeter complaint (Where I really appreciated to hear from them):
Dear Beverley ,
Thank you for your post.
We apologize for the inconvenience that you have experienced with our deliveries. We completely understand the frustration it has caused.
We have introduced new systems with a view to improve services- these have led to our customers having to wait for their consignments much longer than what the process permits. We have reverted back to the old system to correct this error to restore services due to our customers. This may however take a bit of time to resolve.
We apologise immensely for this incident and the service you have received from us thus far. Do note that we are actively trying to resolve this matter and your patience is highly appreciated while we correct this shortcoming.
You will be contacted, please bear with us during this process.
Thank you.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Response to the above from me that very same day:
Good day Willem, Thank you kindly for your response. In all honesty you are the one and only person who have corresponded with me in any way since I have been logging this query and to be frank, I am very fed-up with being ignored. There is easily nothing worse in my books, aside from being **** to. So, firstly let me say thank you for your message and that I am very sorry that your system changes didn't meet MTN's expectations as anticipated, I do know the feeling and can relate. Secondly, I do feel the need to ask you whether or not this query will also be thrown on the pile and get lost, and or if it will definitely be seen and taken care of individually? I need some sort of guarantee of constant feedback now. (Please note, this is not personal in any way; I honestly appreciate your getting back to me). And thirdly, how are we going to go about the refunding of the payments that I am making in the meantime while this issue is being resolved? As you can see, I have numerous of questions as no one has been supplying any to me. Looking forward to your response. Kindest regards Beverley Haasbroek. ********** 235
Response from MTN for the above:
Yes.... I know Empty... still waiting.
Spoke to MTN today again:
Sorry we cant help you, they switch me through to the Cancelations dept, and then I get cut off, neveranswers the phone.
Then phoned SummerMobile - Asked to speak to the manager = Not available, she'll phone me back.
STILL WAITING AND PHONED 4 TIMES NOW.
Below has been forwarded on request of myself but yet no response and NO phonecalls from them at all: The don't know where the phone is, they REFUSE to cancel the upgrade and NO ONE IS INTERESTED IN HELPING ME.
Lucia Mantashe **********
15:18 (14 minutes ago)
to me
From: Ruby Alexander
Sent: Tuesday, November 07, 2017 12:46 PM
To:
Cc:
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085 _ ********** 235 or ********** 819
Good day
Any feedback regarding the below?
@Ashleen client requested wants to speak to a manager as she is getting nowhere with the agents.
@ Yumnah please keep flagged on your side till resolved
Kind regards
Ruby Alexander
From: Ruby Alexander
Sent: 01 November 2017 12:43 PM
To:
Cc: CustomerServices;
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085
Good day
Any feedback regarding the below?
@ Yumnah please keep flagged on your side till resolved
**********
Kind regards
Ruby Alexander
From:
Sent: 30 October 2017 04:04 PM
To:
Cc:
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085
Mac please provide proof of handvoer
From:
Sent: Monday, 30 October 2017 1:52 PM
To:
Cc: CustomerServices **********
Subject: RE: Contact: Beverley Haasbroek_ ********** 032085
Good Day Lucky,
Please advise if there is a RMA for the below?
Thanks
Y
From: Yumnah ****er
Sent: 27 October 2017 01:15 PM
To:
Cc: CustomerServices
Subject: FW: Contact: Beverley Haasbroek_ ********** 032085
Good day Frank,
Please advise if there is a RMA reflecting
Client wishes to cancel.
From: Yumnah ****er
Sent: 17 October 2017 11:03 AM
To: Lucia Mantashe
Cc: CustomerServices
Subject: FW: Contact: Beverley Haasbroek_ ********** 032085
Hi Lucia,
Please call the client below,
It was assigned to you.
Thanks
Y
From: Beverley Claudette Haasbroek **********
Sent: 17 October 2017 10:47 AM
To: Yumnah ****er
Cc: CustomerServices
Subject: Re: Contact: Beverley Haasbroek
Good morning all,
I trust that you are keeping well.
Please can someone give me feedback as to what is going on?
Otherwise, how can I go about to cancel this transaction | upgrade?
Please advise soonest.
Regards
Beverley Haasbroek
********** 235
On 13 October 2017 at 15:24, Beverley Claudette Haasbroek ********** wrote:
Good day Yumnah,
Thank you kindly for the quick response, this wasn't anticipated giving the difficulty of communication - Thank you so much!
My ID number is ********** 032085
and my contact - contract number as well - is ********** 235
Looking forward to hearing back from you.
Kind regards
Beverley Haasbroek
On 13 October 2017 at 15:10, Yumnah ****er ********** wrote:
Good Day Valued Customer,
Thank you for alerting us to your query, we will make an effort to resolve this as soon as possible.
In order for us to assist the first step is to gather your information. Kindly provide us with your ID number and contact number for our tracking system.
We await your reply so that our Team can get back to you.
Kind Regards,
Customer Service
**********
From: SummerMobile **********
Sent: 13 October 2017 03:00 PM
To: Customer.Services
Subject: Contact: Beverley Haasbroek
Image removed by sender.
SummerMobile Contact Form
Name
Beverley Haasbroek
E-mail
**********
Regarding
Upgrade done on the 23rd of September '17
Message
Good day, I trust that you are keeping well. I need some urgent help as I still havent received my handset and it's almost a month now. The phone lines are very bad - i have tried to contact you but am unable to speak to the consultants. Please can someone help me? Looking forward to your response. Kind regards Beverley Haasbroek ********** 235
Copyright 2017. SummerMobile.
@ Going to open a case of ***** against them now? I am done, Why am I paying for something I dont have yet?