WP
Wessel P
1 reviews | Active since Sept 2009
17 Apr 2019, 12:11
No service
I have been a customer of MTN for many years now. I do not need this treatment. I went to the MTN store at 3 Simmonds street in JHB yesterday. The gentleman advised that I can upgrade now. He said that he did not have the phone I requested and would call me still yesterday to come and complete the upgrade. He never called me. I was there just after 09:00 yesterday morning. I then went back around the same time today. He advised that he received the phone. He could not assist me then as he was busy with other customers. I needed to come back later. I just went back now. Now he is telling me that there is R970.00 outstanding on an invoice for Feb 2018. I never bought anything from MTN at that time. He advised me that the account was on cash payment. But that the account was never activated. I told him I was not aware of this. He advised that this could have been a ********** transaction. He needed to send an e-mail to someone. Then he will be able to come back to me.
I went to MNT 3 time now. I feel like I am being treated like a ******** for something that I did not do. I will not go back to that store. I have been a loyal customer for over 10 years with MTN. I do not need this treatment. My account is paid monthly via debit order. You have never had to call me for an amount that I did not pay. I will not take this treatment.
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Replies (5)0
Replies (5)
MTN South Africa's replyOfficial
18 Apr 2019, 09:50 Good day Wessel 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. I have checked your account using the cell number: *** you are paying via debit order; however, the debit order is for R551.18. If you can view your statements sent by MTN it will reflect R1102.36 is the due amount. The next payment due is R1102.36. This amount is due by 30th April. This amount includes R551.18 arrears amount and R551.18 your last invoice issued 16-04-2019. If you require you billing break down, you may contact 135/808 and the consultants can assist with your detailed billing info. Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you. Warm regards Roanne Juggannadh Complaints Management Team
Best regards,
MTN South Africa's reply18 Apr 2019, 09:50
Official
Good day Wessel 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. I have checked your account using the cell number: *** you are paying via debit order; however, the debit order is for R551.18. If you can view your statements sent by MTN it will reflect R1102.36 is the due amount. The next payment due is R1102.36. This amount is due by 30th April. This amount includes R551.18 arrears amount and R551.18 your last invoice issued 16-04-2019. If you require you billing break down, you may contact 135/808 and the consultants can assist with your detailed billing info. Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you. Warm regards Roanne Juggannadh Complaints Management Team
Best regards,
WP
Wessel P's updateReviewer Update
18 Apr 2019, 11:07Roanne, I think you need to make sure of the facts. This account of mine is on debit order. The debit order goes off every month. If it reflects an arrear amount. It is as a result of you not taking the money from my account. I have the last statement dated 20 March 2019. It reflects an total amount of R1,102.36. But this is under CURRENT balance. There is NOTHING overdue. If you actually read my complaint. You would have noticed that my upgrade was declined as a result of an overdue invoice for Feb 2018 on the other account I had with you. The no for this acc was ********** 649. According to your offices the outstanding invoice was for Feb 2018. This account was manually paid monthly by my wife. Proof of payment was e-mailed monthly. I have spoken to your call center last night and gave the the last 6 payments that was made:
1-12-2017 - R970.60
27-12-2017 - R970.50
1-2-2018 - R970.50
28-2-2018 - R970.50
31-3-2018 - R970.50
26-4-2018 - R970.50
Even though the pop was mailed to you. Obviously your offices did not allocate one of these payments to the account. Even though the ref on the payment was ********** 649. And that is why this invoice shows outstanding. That is why you declined my upgrade yesterday. Please get your facts strait before you try and explain why you are not in the wrong. Why have I never received an statement for this, alleged, outstanding invoice? Why have I never received a call to resolve the issue? You will NEVER accept if you did wrong. The customer is always wrong, even if we are not. Please get your facts strait, find the payment, allocate it and advise once it is done. Basically. Please do jour job. It cannot be that hard.
WP
Wessel P's update18 Apr 2019, 11:07
Reviewer Update
Roanne, I think you need to make sure of the facts. This account of mine is on debit order. The debit order goes off every month. If it reflects an arrear amount. It is as a result of you not taking the money from my account. I have the last statement dated 20 March 2019. It reflects an total amount of R1,102.36. But this is under CURRENT balance. There is NOTHING overdue. If you actually read my complaint. You would have noticed that my upgrade was declined as a result of an overdue invoice for Feb 2018 on the other account I had with you. The no for this acc was ********** 649. According to your offices the outstanding invoice was for Feb 2018. This account was manually paid monthly by my wife. Proof of payment was e-mailed monthly. I have spoken to your call center last night and gave the the last 6 payments that was made:
1-12-2017 - R970.60
27-12-2017 - R970.50
1-2-2018 - R970.50
28-2-2018 - R970.50
31-3-2018 - R970.50
26-4-2018 - R970.50
Even though the pop was mailed to you. Obviously your offices did not allocate one of these payments to the account. Even though the ref on the payment was ********** 649. And that is why this invoice shows outstanding. That is why you declined my upgrade yesterday. Please get your facts strait before you try and explain why you are not in the wrong. Why have I never received an statement for this, alleged, outstanding invoice? Why have I never received a call to resolve the issue? You will NEVER accept if you did wrong. The customer is always wrong, even if we are not. Please get your facts strait, find the payment, allocate it and advise once it is done. Basically. Please do jour job. It cannot be that hard.
MTN South Africa's replyOfficial
18 Apr 2019, 12:04Good day,
Who was the POP for the missing payment sent to.
Warm regards Roanne Juggannadh Complaints Management Team
Who was the POP for the missing payment sent to.
Warm regards Roanne Juggannadh Complaints Management Team
Best regards,
MTN South Africa's reply18 Apr 2019, 12:04
Official
Good day,
Who was the POP for the missing payment sent to.
Warm regards Roanne Juggannadh Complaints Management Team
Who was the POP for the missing payment sent to.
Warm regards Roanne Juggannadh Complaints Management Team
Best regards,
WP
Wessel P's updateReviewer Update
18 Apr 2019, 12:18All these proof of payments was mailed every month. Go and check you bank records and tell me again that I owe you money. MTN is pathetic. Blaming me for your shortcomings. Now what happened with you earlier statement that my current account is in arrears. Can you please ask someone to teach you how to read YOUR statements, before you say something like that. Do not ask me for proof of payment. I have given you the dates when payments were made. It was e-mailed initially. Not my vault you guys did not allocate the payment. If MTN pays me a salary. I will gladly come and show you how to do your jobs. Come back to me when you have sorted out your mess!!!!!!!!!
WP
Wessel P's update18 Apr 2019, 12:18
Reviewer Update
All these proof of payments was mailed every month. Go and check you bank records and tell me again that I owe you money. MTN is pathetic. Blaming me for your shortcomings. Now what happened with you earlier statement that my current account is in arrears. Can you please ask someone to teach you how to read YOUR statements, before you say something like that. Do not ask me for proof of payment. I have given you the dates when payments were made. It was e-mailed initially. Not my vault you guys did not allocate the payment. If MTN pays me a salary. I will gladly come and show you how to do your jobs. Come back to me when you have sorted out your mess!!!!!!!!!
WP
Wessel P's updateReviewer Update
23 Apr 2019, 09:08Proof of the last 4 payments was mailed to ********** this morning. Seems like you did not allocate the last payment, even though the ref on the payment CLEARLY states ********** 649. I have now also received a ticket no1- ********** 2207 for you to allocate the payments correctly. Now that someone at MTN is actually looking at this account. It seems like I have made one payment to many. But my questions still stay unanswered. 1) Why did I not get a statement, in 14 months, to show that there is an outstanding amount. 2) You have my tel number. Why did someone not even call me to say there is something outstanding on that account. This issue could have been resolved more than a year ago. 3) What will MTN do to compensate me for my time and effort to get this resolved? The proof of payment CLEARLY reflects the tel no as the ref.
Is anybody at MTN doing their job. Because it does not look like it to me. I also come out of the service environment. I was in credit for many years. I would normally send my customers statements if they did not pay. This would be followed by phone calls to ensure that payments are made, queries are identified and no negative impact would be brought upon my customers. I was a client of yours for more than 15 years. Do you just not care???????? From were I sit. It seems as if you do not care what I have to go through to get this resolved. You also do not care to retain me as a customer. The service just keeps on surprising me. And NOT in a good way. Your service is non-existent, from origination right through to the closure of the account. The service that you offer is beyond me. I cannot believe that a company like MTN would operate like this in this day and age. You believe that the customer is always wrong, until the customer can proof otherwise. And even then. Nothing is being done to apologize or retain. This is PATHETIC!!!!!
WP
Wessel P's update23 Apr 2019, 09:08
Reviewer Update
Proof of the last 4 payments was mailed to ********** this morning. Seems like you did not allocate the last payment, even though the ref on the payment CLEARLY states ********** 649. I have now also received a ticket no1- ********** 2207 for you to allocate the payments correctly. Now that someone at MTN is actually looking at this account. It seems like I have made one payment to many. But my questions still stay unanswered. 1) Why did I not get a statement, in 14 months, to show that there is an outstanding amount. 2) You have my tel number. Why did someone not even call me to say there is something outstanding on that account. This issue could have been resolved more than a year ago. 3) What will MTN do to compensate me for my time and effort to get this resolved? The proof of payment CLEARLY reflects the tel no as the ref.
Is anybody at MTN doing their job. Because it does not look like it to me. I also come out of the service environment. I was in credit for many years. I would normally send my customers statements if they did not pay. This would be followed by phone calls to ensure that payments are made, queries are identified and no negative impact would be brought upon my customers. I was a client of yours for more than 15 years. Do you just not care???????? From were I sit. It seems as if you do not care what I have to go through to get this resolved. You also do not care to retain me as a customer. The service just keeps on surprising me. And NOT in a good way. Your service is non-existent, from origination right through to the closure of the account. The service that you offer is beyond me. I cannot believe that a company like MTN would operate like this in this day and age. You believe that the customer is always wrong, until the customer can proof otherwise. And even then. Nothing is being done to apologize or retain. This is PATHETIC!!!!!