LB
Lorna B
1 reviews | Active since Jan 2012
19 Feb 2015, 13:00
No feedback, not accepting responsibility
I was a Nashua Mobile client from 2000 to end of last year. Nashua mobile closed and I was transferred to MTN. I received my first statement from MTN on the 16th of December. I made payment, but forgot to change the banking details. No individual communication or contact was made from MTN to ensure that I remember to change my banking details. Not even an sms. I have proof of payment. My services was suspended on the 28th of December, whilst on holiday, with not even an SMS to warn me. I have been trying since the 5th of January to get this resolved. No one at MTN takes responsibility. No one at Nashua Mobile answers phones/emails. Noleen Bailey - MTN Cape Gate store Supervisor/Manager did not get back to me or take any responsibility. Her service agent Joseph Tingane, also did not get back to me as promised. When I phone their H/O *** - no one answers. Same for the area office 021 527 200/ ***. I now have to deal with the call centre and it is still not resolved! They just continue to suspend my services, whilst the query is still unresolved on their side. Who can justify this kind of customer relations/service?
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MTN South Africa's replyOfficial
03 Mar 2015, 13:38Hello Lorna Burger,
We are truly sorry for the breakdown in service and for the delayed response to the post. It was not our inteniton to have dissatisfied you in any way.
We have now perused the account and can confirm that your line is active. From a complaints resolution perspective we would firstly like to resolve the matter and get the payment allocated to the account. We have already requested the proof of payment to get it allocated immediately to the account.
We've now contacted both the store manager and the store supervisor to address the service breakdown experienced. Once we get feedback we will touch base with you directly.
Once again we are truly sorry for any inconvenience caused.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the breakdown in service and for the delayed response to the post. It was not our inteniton to have dissatisfied you in any way.
We have now perused the account and can confirm that your line is active. From a complaints resolution perspective we would firstly like to resolve the matter and get the payment allocated to the account. We have already requested the proof of payment to get it allocated immediately to the account.
We've now contacted both the store manager and the store supervisor to address the service breakdown experienced. Once we get feedback we will touch base with you directly.
Once again we are truly sorry for any inconvenience caused.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,
MTN South Africa's reply03 Mar 2015, 13:38
Official
Hello Lorna Burger,
We are truly sorry for the breakdown in service and for the delayed response to the post. It was not our inteniton to have dissatisfied you in any way.
We have now perused the account and can confirm that your line is active. From a complaints resolution perspective we would firstly like to resolve the matter and get the payment allocated to the account. We have already requested the proof of payment to get it allocated immediately to the account.
We've now contacted both the store manager and the store supervisor to address the service breakdown experienced. Once we get feedback we will touch base with you directly.
Once again we are truly sorry for any inconvenience caused.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the breakdown in service and for the delayed response to the post. It was not our inteniton to have dissatisfied you in any way.
We have now perused the account and can confirm that your line is active. From a complaints resolution perspective we would firstly like to resolve the matter and get the payment allocated to the account. We have already requested the proof of payment to get it allocated immediately to the account.
We've now contacted both the store manager and the store supervisor to address the service breakdown experienced. Once we get feedback we will touch base with you directly.
Once again we are truly sorry for any inconvenience caused.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,