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KVdB
Karolien Van den Berg

1 reviews | Active since Jan 2018

08 Jan 2018, 16:58

No Feedback since November '17

I went to MTN in Mimosa Mall on 26 November 2017. I added another line on my existing contract. We took a deal with the Note 8, that included a R4000.00 travel voucher & a Samsung TV. Now, we were able to claim the Travel Voucher on the Samsung Rewards App, but did not have the option to do so for the TV.

Once I enquired with the person that had assisted me with the contract he just said "Oh sorry, there is nothing he can do to help." The manager then got involved at this stage and *promised* that it will be sorted before the end of the following week.

I have been following up weekly, and everytime I only get the "I will get back to you" response. I have phoned MTN's head office and according to them the time for claiming has passed. I do not know how to go about claiming what I have been promised.

I feel like they came with an incredible offer, and now when they need to deliver on this, no one can give any solid feedback.

I have been an MTN client for quite some time, and I am extremely disappointed in this service (or lack thereof) received.

0
Replies (2)
MTN South Africa
MTN South Africa's reply10 Jan 2018, 18:00
Official

Dear Valued Customer,

Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.

Please be advised that this has been escalated to Mimosa Regional Management to take corrective measures in accordance with our Service level agreements, and you will be advised of the outcome.

Warm regards,

Mike Ramaboka

Complaints Management Team

KVdB
Karolien Van den Berg's update16 Jan 2018, 08:58
Reviewer Update
As of today (16 January 2018) I still have not gotten any feedback regarding this. According to your generic template reply on my post, this was supposedly been escelated to the branch?? I know for a fact that this situation has been brought under the attention of the GM, but I'm still not getting any feedbac**** This is the worst service I have received from MTN by far!