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Monique V

1 reviews | Active since May 2015

31 Oct 2018, 13:59

PATHETIC SERVICE

The service at MTN is pathetic , I have been trying to resolve an issue with my Insurance for the past three weeks and have been sent from pillar to post , Pinnacle advised that I need to address this with MTN , I have been to the Billing department , Contract, Direct and even to a store an nobody is prepared to help me , I am being transferred , I was told that a TL will call me. This is really not acceptable , I have had a my cell phone contract for 18 years and never experienced such pathetic service , I would never recommend MTN as they just do not care about their customers , PATHETIC, I will be cancelling all of my contracts and will take my business were individual customers are appreciated

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Replies (6)
MTN South Africa
MTN South Africa's reply31 Oct 2018, 22:05
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

The upgrade was done via MTN Direct. MTN Direct do not offer insurance to clients. Its is the client responsibility to notify Pinnacle insurance of any insurance request or changes to be done for the new devices.

We have escalated the complaint back to Pinnacle to contact and assist you with the outcome.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

MTN South Africa
MTN South Africa's reply01 Nov 2018, 09:12
Official

Thank you for your patience.

The recoding was pulled between yourself and the agent, feedback received:

Please be advised that I have listened to the call , at the end of the call client was advised call to *** and advise them that she is moving the insurance from the old phone to the new one.

Kind Regards,

Alice van der Merwe

Best regards,

MTN South Africa
MTN South Africa's reply01 Nov 2018, 09:12
Official

Thank you for your patience.

The recoding was pulled between yourself and the agent, feedback received:

Please be advised that I have listened to the call , at the end of the call client was advised call to *** and advise them that she is moving the insurance from the old phone to the new one.

Kind Regards,

Alice van der Merwe

Best regards,

MV
Monique V's update01 Nov 2018, 10:18
Reviewer Update
Please provide me with a copy of this call, my concern here is that I pay a monthly premium to MTN for insurance, the fact that you have outsourced this to Pinnacle is really not my problem, the fact remains that I have upgraded, pays a monthly premium for this line, and it is clear that I am using the upgraded phone on this number, this can be checked, the insured amount is based on a value and both the Samsung and Hwawei is valued at the same price,, I expect for this to be resolved and requires a letter informing Pinnacle that my Hwawei is insured, failure to so will result in the termination of all my contracts, I currently have 4 to be terminated, also note that I find your services unacceptable and would never recommend MTN
MV
Monique V's update01 Nov 2018, 10:20
Reviewer Update
Please mail a copy of the call to my email which you have on system,
MV
Monique V's update05 Nov 2018, 11:18
Reviewer Update
No reply from MTN ????