Hellopeter
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WM
Willem M

1 reviews | Active since Sept 2017

12 Sept 2017, 11:28

No service no reply no answer no department response

I requested for an upgrade of my contract on the 8th of August 2017 that was lapsing at the end of August 2017. The consultant advised me that they did not have stock on an advertised promotion but will have it in 8 days. I never heard from MTN again. When I received my invoice at the end of the month I was billed for the new upgrade. Upgrade? I never received anything for this upgrade. As far as I know, a contract is signed on acceptance of the handset. Not just on assumption. Besides the point. I received the bill on the 28th of August 2017. Since then I have been sending numerous mails to ********** made endless phone calls, been shunted from department to department, and ………………. Nothing. I cannot seem to resolve the problem. From upgrades, to cancelation, to online upgrades, to courier services, to MTN Direct. I am sure, if I call sales right now, someone will answer in 2 seconds!!!!!!!!!!!! I am at the point where I just want to cancel all my affiliations with MTN. Never in my life have I experienced such poor service. I have had my cell number since 1999 and you would think after all these loyal years I would get some form of courteous response. I have spent approximate 3 hours a day since the 28th of August 2017 till today the 12th of September 2017. No one are able to help me yet. I am at 1 and a half hours today already. Still holding???????

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Replies (6)
WM
Willem M's update12 Sept 2017, 12:33
Reviewer Update
Its been 40 minutes since this review I sent I have just noticed that there are already a dozen other complaints on MTN since then. Similar issues. Seems like I am never going to come right. I have collected 2 additional reference numbers in the meantime - ********** 37 and ********** 682. I went to the cancelation department and suddenly I get a reply from who???? The courier company DSV wanting to deliver my upgrade phone - 30days later. Yeah right. Excuse - They couldn't get hold of me on my home number during office hours - Really? This is a cellphone upgrade to be delivered at my work address and they are phoning my home number? Seriously. So this is where I am at - After requesting an upgrade on the 8th of last month - billed for something I never signed on the 28th - phoning every day since the 28th till now - I will never have contract with MTN again. I would like to retain my contact number I have had for close to 20 years - therefor I am going the prepaid route - That is if this whole thing can finally be resolved.
WM
Willem M's update12 Sept 2017, 14:33
Reviewer Update
Another 2 hours later and still no response. Not even a phone call or e-mail to say they are addressing the problem. What is happening at MTN???
WM
Willem M's update12 Sept 2017, 17:06
Reviewer Update
Yet another day closes and still no response from MTN. Looking at Hellopeter, I do not see any responses from MTN in any reviews. No urgency to retain their existing customers.
WM
Willem M's update13 Sept 2017, 08:44
Reviewer Update
So here we go. Official day number 12 since my first query. It is 08:11 and I have just started phoning. holding. 8:27. Now I have just been told that I need to take time of work to go to a police station to get an affidavit stating my claim. Ntsako Mudoka said that they will not even look at my query before receiving an affidavit. Interesting. Why until now, after all these calls and requests is this the first time I am asked to do this. Their calls are always recorded for quality purposes, but when you want to check these recordings, that do not suit them, it miraculously cannot be traced.
WM
Willem M's update18 Oct 2017, 17:06
Reviewer Update
So. Kabelo Mosimanyane rep**** to my Hellopeter complaint on the 13th of September 2017 after MTN did not reply directly to my other mails. He put me onto Mzoli Nchupetsang who rep**** to me on the 15th of September 2017. His response - "Good day Mr van Moerkerken. I hope that you are well, firstly let me start by apologising for taking too long regarding your cancelation request, the application is currently on a finalised stage and I cannot cancel it at this stage. Kindly allow DSV to deliver the phone and you can reject it once it gets by you so that it can be returned and that is when we can cancel the application and request a refund for your billing." DSV phoned me on Friday the 22nd of September to confirm that they will deliver on Wednesday the 27th of September. Wednesday came and gone and nothing. They the phoned me on the 29th to let me know they will deliver that afternoon. So they did. On instruction of Mzoli Nchupetsang I then rejected the delivery so that the cancelation process can commence. I INFORMED Mzoli Nchupetsang that I rejected the delivery and he assured me that the process will be resolved immediately. NOTHING SINCE THEN!!!!!!!!!!!!!! I have sent various mails since the to Mzoli Nchupetsang and copied Kabelo Mosimanyane in these mails to no avail. I have been informed that the NCC will be the only avenue to resolve this matter by opening a ********** case, looking at other posts sent to MTN on Hellopeter. It is the 18th of October 2017 today. My ordeal started the 8th of August 2017 when trying to apply online and has never stopped. I have been billed twice already for a contract I never agreed to. Lets see if MTN will respond. Seems like they normally only respond to Hellopeter and then somehow let it disappear again in the system.
WM
Willem M's update07 Nov 2017, 10:13
Reviewer Update
So I am in month NO:4 since MTN decided to initiate a contract without my approval. I did not sign any contract with MTN for any upgrade nor have I received any handset (mobile device). I requested this to be cancelled but still they ignore all my requests and endless e-mails. No use in phoning this company FOR IT TAKE NOT LESS THAN 1 HOUR FOR SOMEONE TO ANSWER AND WHEN THIS PHENOMENON does happen they do not know who is responsible for what in the organization.