Pathetic ethics and no customer loyalty
<p>In February or March 2016 my debit order was unsuccessful because MTN deducted my account on the 24th or 25th which is not my debit order date. I have been a loyal customer of MTN for more than 6 years and not once have i changed my debit order nor have i had any issues with MTN.</p> <p> </p> <p>I then called in to their call centre requesting that they arrange for a double deduction with my next debit order and clarifying that the agent ensures that they deduct the money on my requested debit order (20th or the 21st) to ensure that my debit order goes off. I spoke to the consultant and made necessary arrangemgents and again asked him to make sure it stays on my requeted date. After all this....my debit order never went off, when i called to enquire about this (almost 1 month later) a consultant advised me that the arrangement was placed as cash and not debit order like i requested.</p> <p> </p> <p>Then in April i contacted the call centre again (and guess what....when ever i speak to the consultants at their JHB branches - because the calls gets routed to the first availabe consultant...either CPT or JHB - i receive pathetic service from them, they have no customer ethic and have absolutely no way of speaking to customers) i then asked them to please assist in an arrangement and if this arrangement can start in June due to prior commitments. The consultant then advised that it is possible and confirmed that only my new debit order of R459 will be deducted as this was my uprgade, the consultant confirmed that ONLY the R459 will be deducted and nothing more.</p> <p>On the 20th May they deducted over R1 000 which was NOT what i agreed to, i then was forced to reverse the debit order as this is not what i agreed to. I then made a cash payment of R200 because they obviously affected my account whereby other payments could not be made.</p> <p> </p> <p>I then received an sms from MTN on the 6th June stating the overdue amount that needs to be paid to avoid suspension and advising that the line would be suspended in 2 days which means that on the 8th June my account would then be suspended. When i woke up on the 7th June around 6am, my account was suspended. I have been in contact with MTN practically the entire day on the 7th with absolutely no joy....no one is even attempting to assist me, i advised that i am prepared to make an arrangement with them but due to my working environments i require my phone to always be available.</p> <p>No one is assisting me at all, i get told different stories from every consultant. Last night around 17h45 i contacted MTN again and at the introduction of my call, i requested to speak to a manager as at this point i no longer wanted to speak to any consultant, this consultant (JHB branch) gave me a bit of attitude when i asked her why i wanted to be transferred directly to a manager, i was placed on hold of almost 10 mins only to have the the supervisor (Msizi Maphusa) pass a message onto the agent which of course infuriated me more because i initially wanted to speak to a supervisor. I was then placed on hold for another 10mins and eventually Msizi came to speak to me (after i had made a "scene"). As a supervisor he hasn't even attempted to show me any type of urgency with my query. He kept on telling me he will try to speak to his manager (are you kidding me? Am i not a loyal client at all? Am i of no urgency to you?) I insisted that i wanted a call back from someone of senior "managemet" level by 09h00 today (8 June) guess what...it's 09h45 and i have had no call back from any one at MTN.</p> <p>What frustrates me more is that ALL my time wasted on conversations with their consultants.....guess what....no one can trace any reference numbers....are you bladdy kidding me????</p> <p> </p> <p>I want this matter resolved urgently!! I need my line activated because my boss travels often and needs me to be conactable at all times. Sometimes i am required to be on the road....God forbid something happens to me...how does anyone get hold of me??? If you idiotic consultants did what was required of them.....i would NOT be in this situation where my account is in arrears!!! Sort this **** out!!!</p> <p>Do you want me to take my cell phone business elsewhere to a company that will appreciate my loyalty far betterthan what you are treating me? Other than this query i had a previous issue where MTN didn't load my data and guess what? Their consultants were so *********** that they didn't know what to do. My husband spoke to them and they were is rude that they even put the phone down in his ear...is this how you treat your loyal clients?</p> <p>I am totally disgusted with MTN</p>
Yesterday I contacted the techinical/collections department in relation to my complaint and spoke to Phiola whereby i asked to be contacted after 15h00 of which i received no call.
Today i contacted them again and spoke to Siyabonga and specifically asked them to contact me between 12h00 - 13h30 as I will be in a meeting for the remainder of the day and guess what?????? STILL NO CALL. Clearly MTN does NOT value me as a client
Yesterday I contacted the techinical/collections department in relation to my complaint and spoke to Phiola whereby i asked to be contacted after 15h00 of which i received no call.
Today i contacted them again and spoke to Siyabonga and specifically asked them to contact me between 12h00 - 13h30 as I will be in a meeting for the remainder of the day and guess what?????? STILL NO CALL. Clearly MTN does NOT value me as a client
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly take note that the turnaround time for Hello Peter feedback time is 48 hours. The February debit order returned unpaid on the 22nd of March. The debit order date was before the 20th of every month, note that MTN do not debit on Sa****ay or Sundays or public holidays the debit order was then requested for the 22-3-2016. We do not have a debit date for the 21st.
Please be advised that the system bill the account in arrears.
The system reflect that the double debit order was requested for February (unpaid debit) R447.00 + RD fee R11.40 and March invoice R556.00 =R1014.00. This debit order returned unpaid as well due RD code 30 (No authority instruction from client to bank). Note that once your debits returned 2x unpaid the system will change the account to cash method. The balance for February and March has not been paid. Account balance on the 24-5-2016 R1842.80 payment for R200.00 was received and allocated to the account the account reflect short payment of R1642.80.
Managers is not available after 17h00. Once the account reflect in 90+ days the agent do not have authority to open the line if payment is not done to the account once the account reflect in arrears, the manager need to approve this. This is one of the MTN processes.
The system will deduct from the debit order what is owing to the account. The system suspended the account due to late payment. Please be advised that once the account reflect in +-90 days arrears the line cannot be reactivated the client first need to make the payment to the account for the line to be reactivated.
The sim card has been activated on the 10-6-2016. Please make payment for the line not to be suspended again due to no payment. Due to the account on cash method you have 21 days from the invoice date to make payment. Example: The May invoice should have been paid already by the 7th of June and this is not paid.
Kindly note that your husband do not have access to the account, if you require for your husband to have access to the account then we do require the ID copy and affidavit to grant access. We are not allowed to assist a non MTN client. However we do apologize for the service received from the 808 call center.
Apology for the calls not returned as per request.
Kind Regards,
Alice van der Merwe
REQ:***
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly take note that the turnaround time for Hello Peter feedback time is 48 hours. The February debit order returned unpaid on the 22nd of March. The debit order date was before the 20th of every month, note that MTN do not debit on Sa****ay or Sundays or public holidays the debit order was then requested for the 22-3-2016. We do not have a debit date for the 21st.
Please be advised that the system bill the account in arrears.
The system reflect that the double debit order was requested for February (unpaid debit) R447.00 + RD fee R11.40 and March invoice R556.00 =R1014.00. This debit order returned unpaid as well due RD code 30 (No authority instruction from client to bank). Note that once your debits returned 2x unpaid the system will change the account to cash method. The balance for February and March has not been paid. Account balance on the 24-5-2016 R1842.80 payment for R200.00 was received and allocated to the account the account reflect short payment of R1642.80.
Managers is not available after 17h00. Once the account reflect in 90+ days the agent do not have authority to open the line if payment is not done to the account once the account reflect in arrears, the manager need to approve this. This is one of the MTN processes.
The system will deduct from the debit order what is owing to the account. The system suspended the account due to late payment. Please be advised that once the account reflect in +-90 days arrears the line cannot be reactivated the client first need to make the payment to the account for the line to be reactivated.
The sim card has been activated on the 10-6-2016. Please make payment for the line not to be suspended again due to no payment. Due to the account on cash method you have 21 days from the invoice date to make payment. Example: The May invoice should have been paid already by the 7th of June and this is not paid.
Kindly note that your husband do not have access to the account, if you require for your husband to have access to the account then we do require the ID copy and affidavit to grant access. We are not allowed to assist a non MTN client. However we do apologize for the service received from the 808 call center.
Apology for the calls not returned as per request.
Kind Regards,
Alice van der Merwe
REQ:***
I would like to know if ANYONE has listened to the conversations???Your calls are "so-called recorded" - go and listen to the calls to establish what has transpired on the calls.
Also, my husband IS an MTN customer. Besides i think your response was based on notes only....Oh please so now you take what your consultants typed and not what actually happened on the calls. OMW if you only heard the conversation from your Credit department consultant (Lesego) he is soo darn rude.
I would like to know if ANYONE has listened to the conversations???Your calls are "so-called recorded" - go and listen to the calls to establish what has transpired on the calls.
Also, my husband IS an MTN customer. Besides i think your response was based on notes only....Oh please so now you take what your consultants typed and not what actually happened on the calls. OMW if you only heard the conversation from your Credit department consultant (Lesego) he is soo darn rude.