No Delivery or Refund 12 Months Later
Good morning,
This customer service response is completely unacceptable.
Here is the reference number:
***
And this is what I paid for:
BOZZAGIGS 10GB ANYTIME DATA:5GB NIGHT EXPRESS:5GB R99
DSV failed to deliver the SIM card for this package multiple times.
I have called both DSV amd MTN to resolve this issue but no processes were followed.
MTN was supposed to have manually verified my identity after DSVs biometric verification process had failed. This never happened.
This order was originally done on the 29 November 2022 and after 12 months you have neither refunded me nor have you offered me a replacement package in line with what I previously ordered.
I have attached a screenshot of my bank statement as proof and I am happy to share the original FNB statement with anyone willing to resolve this issue.
In terms of Consumer Protection MTN has failed me and I have now reported MTN for a second time on this matter to the consumer ombudsman.
Here are my consumer rights which have been infringed upon.
Consumer Right No. 1:
Right to Equality in the Consumer Market and Protection against Discriminatory Marketing Practices
MTN and DSV have both treated me without equality as I was only given one option for verifying my identity. Ultimately, DSVs fingerprint verification process didn't work on multiple occasions and no alternative option of verification was afforded to me.
Consumer Right No. 3:
Right to Choose
MTN has now lost my order without giving me the consumer the option of choosing a replacement package or even a refund.
Consumer Right No. 4:
Right to Disclosure of Information
In terms of full disclosure I would like to know how MTN failed in their service and how they managed to lose my order after 3 failed delivery attempts by DSV.
Consumer Right No. 6:
Right to Fair and Honest Dealing
The fact that my order was never delivered and has disappeared from the system without any proof of a refund points to dishonest business dealings.
Consumer Right No. 9:
Right to Accountability from Suppliers
I want accountability from both MTN and DSV as a logistics supplier for the complete failure in their role as delivery partner.
For further information on my order please see the first email at the bottom of the thread of forwarded emails.
I also have a copy of my bank statement showing when I made the purchase last year.
Thank you