1 reviews | Active since Jan 2015
No one can assist, it is ridiculous
on the 1/09/2015 I went into the Lenasia MtN branch for my upgrade. The assistance I received from Islam who is one of the employees at the trade route branch was fantastic, very helpful and professional, however once the upgrade was complete I had lost +- 3.47GB data and R250 airtime which I had purchased prior to my upgrade. The advise i received was to contact the call centre (808) and explain... Once I had spoken to call centre agent Kefilwe and received a ref number - ***, I was then told to wait for 21 days which I think is extremely unfair as I had purchased the above mentioned amount and now have to wait for 21 days. On the 07/09/2015 I called back in and was told to contact 1555, so I did so and to no surprise there lines seem to ring and cut of... Is this the type of service levels we can expect from a major cooperation such as MTN S.A... Oh and I've been a MTN client for over 10 years now. How disappointing...
We are truly sorry for any inconvenience caused and for the delay with the matter being resolved.
Our Billing Department has been receiving a high influx of requests and has been working through them as quick as possible. I have now done a follow up on the request on the request that was logged (REQ:***) and will provide you with an update.
We are also doing an investigation on how you airtime has disappeared after the upgrade was done. We see that you upgraded and migrated from the MTN Anytime 200 Top (rand value based) to the MTN Choice 200 (minute based). The airtime should have carried over and gone into your non-expiry wallet.
We will need to log a billing query with after the 20th of September 2015 for the lost airtime amount to be credited to your account. We will set a reminder for this to be done.
Once again we do apologize for the inconvenience caused.
Regards
Tim
MTN Complaints Management Team
We are truly sorry for any inconvenience caused and for the delay with the matter being resolved.
Our Billing Department has been receiving a high influx of requests and has been working through them as quick as possible. I have now done a follow up on the request on the request that was logged (REQ:***) and will provide you with an update.
We are also doing an investigation on how you airtime has disappeared after the upgrade was done. We see that you upgraded and migrated from the MTN Anytime 200 Top (rand value based) to the MTN Choice 200 (minute based). The airtime should have carried over and gone into your non-expiry wallet.
We will need to log a billing query with after the 20th of September 2015 for the lost airtime amount to be credited to your account. We will set a reminder for this to be done.
Once again we do apologize for the inconvenience caused.
Regards
Tim
MTN Complaints Management Team