Please attend my query!

I am not pleased with the service at all!

After you responded I sent a response back. Up to this date no one has ever responded to me. Exactly which part is MTN trying to improve in customer service if you don't make any attempts. It is now 2 years and I still don't have any satisfaction with my query.

MTN Response :

Hellopeter MENU Bad credit report because of poor service from MTN A review of MTN by Persia N on 24 Oct 2018 Like Share Comment Report Bad credit report because of poor service from MTN Two years later MTN has not been able to resolve my problem.

From 2016 I have been trying to reach out to you with no joy till today. Sadly this is messing up my credit. Worse part, The MTN direct shops can't help when trying to make payment. All I ever hear is we will get back to you. Yet no one ever does so! ???

Below are the strings of communication to MTN but still nothing ???

Hellopeter MENU MTN fails me again! A review of MTN by Persia N on 3 Nov 2016 Like

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Report MTN **** service I have called MTN customer service for the past month now trying tgo get my settlement letter as I wanted to pay off my owing balance and reactivate my line and retain my old numbe, I was advised that my account has been handed over to the attorneys. I called the number they have provided me with of the attorneys and spoke to Miss Dlamini who stated that the account is not with them still with MTN.

I emailed the legal department once again with the attempt to get my settlement letter as the MTN team leader from the attorneys stated that the account is not with them. the most sad part is that MTN has never sent me anything regarding the account or attempts to make any arrangements with me. as soon as i contact them they state that the account is handed ove, in case i accepeted that and took the necessary steps and called the attorneys but still they state that the account is not with them but with MTN as per the team leader incharge of MTN accounts.

I am not getting any joy as by now this account would have ben paid, someone do something!!! Im tired of this !!! I need to pay my account!

Official private business reply Good Day Persia Ntuli,

Thank you for bringing this matter to our attention.

Please accept our sincere apologies for any inconvenience caused. Kindly note that we were unable to access the Cellphone and the reference number added to this post. Please provide us with your ID number so we can access your MTN account.

Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you.

Kind Regards, Itumeleng REQ: **********

persia-ntuli: privately good day

my MTN MSISDN is ********** 736 which i still wish to retain and reactivate also I have checked if the number is still available from the time of request and it was and still available. I hope to hear from you soon.

kindly contact me on ********** 144 if you wish to speak to me as i am not comfortable posting my ID numbe. I hope my MTN number will help. if not please contact me.

looking forward to having a great relationship with you again.

Regards

Miss Ntuli

persia-ntuli: privately below are the string of emails that I have sent but have never received any joy from the business, and I refuse to accept that my account is with attorneys as I have never received any communication from MTN until I called to pay it off.

and was also advised be the Team leader miss Dlamini that the account is not with them but still with MTN legal. therefore I took the necessary actions to pay off my account, still did not receive any joy but poor customer service.

see below emails

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Dear Sonia Kabelo

I have called the attorneys and they stated that the account is not with them and I am now repeating the same thing. May you kindly contact them in order for me to get a settlement letter.

Nokulunga

From: Legal Action Department ********** Sent: 24 October 2016 03:07 PM To: Nokulunga Pesia Ntuli Subject: RE: A ********** 3 [# ********** 3]

Y'ello!

Thank you for your email.Kindly be advised that account has been handed over to Hammond Pole contact number is ********** 800

Kind regards, Sonia Kabelo Legal Department MTN SA

Reference Number: ********** 3

--Original Message-- From: ********** Date: 2016/10/22 12:56:57 PM To: ********** Subject: RE: A ********** 3 [# ********** 3]

Good day

I have contacted the below details that you have provided, and spoke to Miss Dlamini who stated that she is the team leader for MTN and the account is not with them still with MTN legal.

I have also sent the below to you and no longer wish to be pushed from one end to the next. Kindly resolve with urgency!

Good day once again,

Kindly be advised that I have spoken to Mariam Dlamini who is team leader for MTN under Hammond Pole attorneys.

Miss Dlamini stated that the account is not with them it is still with MNT legal department, kindly ensure that you assist with the Settlement letter as I would like to pay off the account immediately and retaining the account and contact number.

I am very disappointed with such service, I have been communicating with your department for some time now with no joy and no assistance.

I will not accept the account being handed to attorneys after so many attempts to communicating with you to settle the account and after the above mentioned Miss Dlamini stated that the account is not with them and has checked all their references.

Please again, I repeat, may this issue be sorted as from today without any further delays and incompetency.

Regards

Miss NP Ntuli

From: Nokulunga Pesia Ntuli Sent: 21 October 2016 12:17 PM To: ********** Subject: RE: A ********** 3 [# ********** 3]

Good day

I have requested a settlement letter before the account was handed to the attorneys as I had stated that I will be settling the account and re-activate my number.

I am not understanding how it has been handed over to attorneys without receiving any communication from MTN regarding the account or any attempts to contact me.

Please assist with retaining the account and number. I am not happy with the current information you have provided.

I contacted MTN to settle the account and nothing was stated about the account to soon be handed over or anything of that sort and the account was still with MTN legal at the time of contact and none of your agents advised on anything of that sort, therefore I may not be held liable for the incompetency of the staff and MTN not contacting regarding any payment plan or arrangements as I have taken a step to settle the account. After various comms with you without stating anything regarding handing over the account to attorneys.

Please may you contact me in resolving the issue at hand.

My contact details are : ********** 144

Alt: ********** 368 ( which is registered with you for alt contact yet have failed to do so)

Work: ********** ( which also on your system but have never attempted to communicate with me before handing over the account or try to do collections)

Regards

From: Legal Action Department ********** Sent: 20 October 2016 10:27 AM To: Nokulunga Pesia Ntuli Subject: Re: A ********** 3 [# ********** 3]

Y'ello!

Thank you for your email.

Kindly be advised that the account is handed over to Hammond Pole attorneys. Contact number is ********** for assistance.

Kind regards, Robert Bongani Legal Department MTN SA

Reference Number: ********** 3

--Original Message-- From: ********** Date: 2016/10/19 10:45:17 AM To: ********** Subject: A ********** 3

Good afternoon

Kindly assist with account number A ********** 3, My details are Miss NP Ntuli . I had queried the account regarding paying it off and re- activating my line. Please advise on the amount payable.

Miss Nonhlanhla Zwane responded to say that I need to pay R6604.49, Which I feel is incorrect, the line has been out of use for over 3 months and the contract must have come to end of term, I fail to understand how the amount has accumulated from R2865 to the above stated amount. Kindly assist with the correct amount.

Regards

Nokulunga

From: Legal Action Department ********** Sent: 22 October 2016 12:02 PM To: Nokulunga Pesia Ntuli Subject: RE: A ********** 3 [# ********** 3]

Good day

Thank you for your email.

Kindly assist with contacting HAMPOLE on ********** for further assistance on the account .

Kind regards, Blessing Melk Legal Department MTN SA

Reference Number: ********** 3

--Original Message-- From: ********** Date: 2016/10/21 10:09:30 AM To: ********** Subject: RE: A ********** 3 [# ********** 3]

Good day

I have requested a settlement letter before the account was handed to the attorneys as I had stated that I to settle the account and re-activate my number.

I am not understanding how it has been handed over also without receiving any communication from MTN regarding the account or any attempts to contact me.

Please assist with retaining the account and number.

Regards

From: Legal Action Department ********** Sent: 20 October 2016 10:27 AM To: Nokulunga Pesia Ntuli Subject: Re: A ********** 3 [# ********** 3]

Y'ello!

Thank you for your email.

Kindly be advised that the account is handed over to Hammond Pole attorneys. Contact number is ********** for assistance.

Kind regards, Robert Bongani Legal Department MTN SA

Reference Number: ********** 3

--Original Message-- From: ********** Date: 2016/10/19 10:45:17 AM To: ********** Subject: A ********** 3

Good afternoon

Kindly assist with account number A ********** 3, My details are Miss NP Ntuli . I had queried the account regarding paying it off and re- activating my line. Please advise on the amount payable.

Miss Nonhlanhla Zwane responded to say that I need to pay R6604.49, Which I feel is incorrect, the line has been out of use for over 3 months and the contract must have come to end of term, I fail to understand how the amount has accumulated from R2865 to the above stated amount. Kindly assist with the correct amount.

Regards

Nokulunga

persia-ntuli: It has been a full year still I have not yet received any joy with MTN with regards to the matter I posted last year November. This is now coming to a point where I take the matter further as it seems like I will never get any assistance. MTN is Messing up my credit score and the most disappointing part is that I cant access my number or is MTN saying they do not need me as customer?

persia-ntuli: From 2016 trying to sort out this issue with MTN to this date I still have not received any help. This is a bad reflection of my credit. Is this how you are taking care of your customers? It's either you clear this debt at this point as you have shown no interest in helping settle or sorting out the issue. I have been through your MTN direct shops Hello Peter but no one is helping. I need this to be cleared now. Clean my name. I can't transact with anyone as you reflect badly on my name. With no response in sorting this out I feel it is now your responsibility to settle this. I have lost my MSISDN due to your failure in locating my account and allowing me to pay. In short MTN has failed me badly! Kindly take this and treat with urgency. I have had enough now! Please refere to previous emails that I have sent through from the year 2016 and please make contact with me as to how this matter will be settled.

Official private business reply Good day Persia Ntuli

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.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.

Kindly note that we have sent a request to our legal department to investigate and provide feedback.

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.

Warm Regards

Dinesh Kowlasar

Complaints Management team

Official private business reply Good day Persia Ntuli

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.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.

Kindly note that our legal team has responded with the below amounts.

Arrears -R4,368.49

Early termination fee -R3678.04

Total - R8046.53

Our banking details are as follows:

MTN SP / ABSA / Account number - ********** 150 / Branch code-632005 /Reference - A **********

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.

Warm Regards

Dinesh Kowlasar

Complaints Management team

persia-ntuli: Good evening Dinesh Thank you for the response, however I am not pleased with the amount provided, keeping in mind that I have been chasing MTN requesting the amount due. Having to deal with being pushed from pillar to post trying to make arrangements to make payments to my account. I would like you to look at the dates as from the time I started communicating with MTN, also considering the fact that I still had wanted to retain my number. Which was still available at the time I was trying to get details with your legal department. Which I found your staff to be very ***********. As a result based on your response, MTN ended up terminating my line. Which incurred early termination fee on the account. Arrears I fully acknowledge how ever the inconvenience caused by your staff is now costing me, which I deem to be unfair. This is now two years later after being pushed from pillar to post with no joy and poor customer experience, I at least receive a constructive response though with displeasing amounts stated. I would like you to please further look at the issue and consider the failure of of your staff members in resolving the query for such a long time. Until again I use the platform provided by Hello Peter for MTN to finally respond. I cannot be responsible for the failure of *********** staff from your company. It is not fair that I pay cancelation fee because of staff members who could not be thorough and efficient in their line of duty. Trust to hear from you soon. Miss NP Ntuli