1 reviews | Active since May 2015
Only voice machines working for MTN!!
Does anyone have any idea how hard it is to speak to an MTN consultant. It is as if their voice recording system is set up in such a way that you will never be able to reach anyone-except for the annoying voice prompts and self help options. <br> I have tried calling every possible number on my statement-I have a pay as you go and a contract number-however I am told to call back-because the call centre is busy? First of all-they have signed up with a devious insurance company who look for any excuse to refute claims-in spite of the fact that you have been paying your premiums religiously.<br> Now-all I needed to understand is why MTN have been debiting my account in excess of the capped contract amounts for the past few months.. I'm talking from R200 capped to R1700!! Since I am unable to get hold of anybody working at MTN I tried the self help link where you can supposedly manage your own account online-and what do you know-the link says it has expired due to enhancements!!! If MTN is constantly enhancing things-then what is working-because from where I am sitting-everything is broken. Hopefully the voice prompt machine will call me back and explain why I am being **********!!
Thank you for your post.
Please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Kindly be advised that due to the industrial action that we are facing, we have been experiencing high call volumes, please bear with us.
Our system shows that on the 13th of January 2015 you upgrade to the MTNChoice 50 minutes including 100MB and SMS 100 bundle for R239 per month. You are on an open line contract that is not capped. In order to have your number capped please request for the Subscriber Usage Limit to be activated on your number. The system shows that since your upgrade, you have been charged for call charges and packet switch data calls because the monthly provisioning were exceeded. You were also charged for content charges/wasp subscriptions. Should you require to cancel the subscriptions, kindly dial *141*5#ok and select the option for Content Services and then follow the prompts.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards,
Ayanda
REQ:***
Thank you for your post.
Please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Kindly be advised that due to the industrial action that we are facing, we have been experiencing high call volumes, please bear with us.
Our system shows that on the 13th of January 2015 you upgrade to the MTNChoice 50 minutes including 100MB and SMS 100 bundle for R239 per month. You are on an open line contract that is not capped. In order to have your number capped please request for the Subscriber Usage Limit to be activated on your number. The system shows that since your upgrade, you have been charged for call charges and packet switch data calls because the monthly provisioning were exceeded. You were also charged for content charges/wasp subscriptions. Should you require to cancel the subscriptions, kindly dial *141*5#ok and select the option for Content Services and then follow the prompts.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards,
Ayanda
REQ:***
Hi Ayanda,
I am responding to your feedback only because I am still extremely disappointed by the services I have been receiving from MTN and MTN's insurance provider 24hour mobility. I am now reporting my grievances to the Ombud, because feel I have been misled; misguided and let down by MTN and of course-duped by 24Hour Mobility.
Let me put it all on the table for you and you tell me whether I have been treated fairly.
Approximately 2-3 years ago I purchased a device for my mom-a birthday gift. The contract was a very nice package, and she enjoyed all the services until her device got damaged. I then proceeded to lodge a claim through 24hourmobility-following my intial claim submission-no one reverted with a response. I tried submitting again-but my claim was repudiated on the basis that I submitted the claim late (3 days late). Even after I told them that their T&Cs stipulated that the 30 day reporting timeline app**** only to 'theft and loss' (clearly marked on the claim form)-they told me that the term 'loss' also referred to damaged phones. Now you can imagine my horror when they told me this (being a Compliance officer myself). I thought wow-this outdated method of hidden T&Cs cannot surely still be practised by well known insurers in today's day and age of the FSB's TCF guidelines!!? Later my mom's device got damaged further, and when I tried to claim (again), was informed that I needed proof that the previous damage was prepared. Makes sense I thought in hindsight-but why did the previous insurance consultant not even bother to inform me that my cover was now limited? And why the heck was I still paying the same premium if that was the case-shouldn't I have been paying less since my cover was limited??
In any event-why I'm upset with MTN is for this reason that you mentioned in your response. When my mom's phone was due for an upgrade-I decided to get a new handset for myself. Months went by until my phone got damaged, and seeing as I was paying for insurance I thought-well let me just double check that I am covered because I have a funny feeling inside. When I enquired I was told 'hey buddy, guess what-your handset is not covered' because you forgot to switch the insurance to the new set. Needless to say I was horrified. Firstly MTN let me down because when I upgraded my device-I was defaulted to a plan which I did not ask for i.e. my number was not capped -even though that has always been the arrangement-resulting in my bill climbing to excessive figures all because the consultant at MTN did not bother to ask me whether I wanted to continue with my Subscriber Usage Limit arrangement. In the end I am sitting with 2 devices which are useless-I am still paying insurance premiums even though the insurance company knows very well that the device is useless. What saddens me most is seeing my mom using an old broken phone when it was supposed to be a birthday gift.
I blame MTN actually-because I entered into an agreement with MTN-I dont know 24hourmobility-I dont care to either. I am disappointed that honest folks like us do not get the retribution/ treatment that we deserve-when thousands out there are very openly lying to the insurers in order to get their claims approved. I cannot wait for my contract with MTN to come to an end-one thing is for sure-I will never sign up with you people again.
Hi Ayanda,
I am responding to your feedback only because I am still extremely disappointed by the services I have been receiving from MTN and MTN's insurance provider 24hour mobility. I am now reporting my grievances to the Ombud, because feel I have been misled; misguided and let down by MTN and of course-duped by 24Hour Mobility.
Let me put it all on the table for you and you tell me whether I have been treated fairly.
Approximately 2-3 years ago I purchased a device for my mom-a birthday gift. The contract was a very nice package, and she enjoyed all the services until her device got damaged. I then proceeded to lodge a claim through 24hourmobility-following my intial claim submission-no one reverted with a response. I tried submitting again-but my claim was repudiated on the basis that I submitted the claim late (3 days late). Even after I told them that their T&Cs stipulated that the 30 day reporting timeline app**** only to 'theft and loss' (clearly marked on the claim form)-they told me that the term 'loss' also referred to damaged phones. Now you can imagine my horror when they told me this (being a Compliance officer myself). I thought wow-this outdated method of hidden T&Cs cannot surely still be practised by well known insurers in today's day and age of the FSB's TCF guidelines!!? Later my mom's device got damaged further, and when I tried to claim (again), was informed that I needed proof that the previous damage was prepared. Makes sense I thought in hindsight-but why did the previous insurance consultant not even bother to inform me that my cover was now limited? And why the heck was I still paying the same premium if that was the case-shouldn't I have been paying less since my cover was limited??
In any event-why I'm upset with MTN is for this reason that you mentioned in your response. When my mom's phone was due for an upgrade-I decided to get a new handset for myself. Months went by until my phone got damaged, and seeing as I was paying for insurance I thought-well let me just double check that I am covered because I have a funny feeling inside. When I enquired I was told 'hey buddy, guess what-your handset is not covered' because you forgot to switch the insurance to the new set. Needless to say I was horrified. Firstly MTN let me down because when I upgraded my device-I was defaulted to a plan which I did not ask for i.e. my number was not capped -even though that has always been the arrangement-resulting in my bill climbing to excessive figures all because the consultant at MTN did not bother to ask me whether I wanted to continue with my Subscriber Usage Limit arrangement. In the end I am sitting with 2 devices which are useless-I am still paying insurance premiums even though the insurance company knows very well that the device is useless. What saddens me most is seeing my mom using an old broken phone when it was supposed to be a birthday gift.
I blame MTN actually-because I entered into an agreement with MTN-I dont know 24hourmobility-I dont care to either. I am disappointed that honest folks like us do not get the retribution/ treatment that we deserve-when thousands out there are very openly lying to the insurers in order to get their claims approved. I cannot wait for my contract with MTN to come to an end-one thing is for sure-I will never sign up with you people again.