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Stacy S
1 reviews | Active since May 2018
25 May 2018, 12:38
POOR Communication from a communication network Company
I app**** for a cellphone contract with MTN. After about 2 weeks, I decided to call them myself to find out the status of my contract. My device was due for delivery by DSV Couriers and the driver was hijacked. The courier company called me to let me know and when I asked them about the procedure moving forward, they said, "I don't know." Thereafter, I phoned MTN to advise me on the process moving on and was told that someone would get back to me. So far, I have personally had to contact MTN to find out what the next step is. My experience with MTN is poor mostly due to poor communication. If I had known that the process would be this long and would require me to phone after a company selling contracts I would have looked into taking out a contract with an alternative network. And now I'm stuck because I cannot collect a phone at a store and neither do I have any clarity as to delivery.
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Stacy S's updateReviewer Update
31 May 2018, 12:03Thank you for your response. I had no response to this post so I placed a second review in a bid for someone to get back to me. You are welcome to check that in a bid to not repeat myself.
Firstly, I don't understand what you are saying with regards to credit and my contract with MTN and upgrades. I am NOT upgrading, I was merely trying to take out a second device. As far as my current contract is concerned, the agreed amount is paid every month so that's all that I am interested in.
Furthermore, respectfully speaking, my complaint is not with regards to my current device and credit relating to it, my problem is with the process I am currently sitting with.
Long-story short, DSV is NOT TO DELIVER THAT device to me.
The process has been difficult. My problem is with how the agent that processed my contract and how he did not communicate with me and the lack of information I received from him. I app**** for a contract and it was approved. There after the phone (Samsung S9) was meant for delivery and the driver was hijacked. I was notified by the courier company DSV. I asked them what the process is and they said that they don't know so I called the agent that dealt with my application, Ernest is his name. I have struggled to get him to call me back. I tried to cancel the contract so that I could go to another service provider and this is the different responses I got from your agents yesterday: - do not apply in store as you might get declined. -you will not get declined if you were approved telephonically. -Ernest is the only person that can process your cancellation, we will e-mail him to call you back (still waiting for him to call me) - you don't need to cancel the contract, just go in store and apply for a new one I ended up going in-store. The consultant advised me not to go ahead with another application because if the phone gets delivered to me, I am stuck with 2 contracts. Now after all of that, you tell me why I'd want to stay with MTN or why recommend anyone to choose MTN?????? I've had to phone after an agent who I still haven't gotten hold of, reapply for contract, gotten so many different stories from MTN and STILL do know what to do? How is that hijacking my problem? What sort of large company makes it the customer's problem /inconvenience? I don't want multiple contracts and I don't want that phone delivered to me. The service has been utterly POOR.
And between the response that you've given me now and the response another member from your complaints team has given me with my HelloPeter posts... it appears that MTN has no idea what's actually going on.
Bottom line, DSV is not to deliver the phone to me, I AM STILL AWAITING COMMUNICATION, and the MTN Direct service is absolutely PATHETIC.
SS
Stacy S's update31 May 2018, 12:03
Reviewer Update
Thank you for your response. I had no response to this post so I placed a second review in a bid for someone to get back to me. You are welcome to check that in a bid to not repeat myself.
Firstly, I don't understand what you are saying with regards to credit and my contract with MTN and upgrades. I am NOT upgrading, I was merely trying to take out a second device. As far as my current contract is concerned, the agreed amount is paid every month so that's all that I am interested in.
Furthermore, respectfully speaking, my complaint is not with regards to my current device and credit relating to it, my problem is with the process I am currently sitting with.
Long-story short, DSV is NOT TO DELIVER THAT device to me.
The process has been difficult. My problem is with how the agent that processed my contract and how he did not communicate with me and the lack of information I received from him. I app**** for a contract and it was approved. There after the phone (Samsung S9) was meant for delivery and the driver was hijacked. I was notified by the courier company DSV. I asked them what the process is and they said that they don't know so I called the agent that dealt with my application, Ernest is his name. I have struggled to get him to call me back. I tried to cancel the contract so that I could go to another service provider and this is the different responses I got from your agents yesterday: - do not apply in store as you might get declined. -you will not get declined if you were approved telephonically. -Ernest is the only person that can process your cancellation, we will e-mail him to call you back (still waiting for him to call me) - you don't need to cancel the contract, just go in store and apply for a new one I ended up going in-store. The consultant advised me not to go ahead with another application because if the phone gets delivered to me, I am stuck with 2 contracts. Now after all of that, you tell me why I'd want to stay with MTN or why recommend anyone to choose MTN?????? I've had to phone after an agent who I still haven't gotten hold of, reapply for contract, gotten so many different stories from MTN and STILL do know what to do? How is that hijacking my problem? What sort of large company makes it the customer's problem /inconvenience? I don't want multiple contracts and I don't want that phone delivered to me. The service has been utterly POOR.
And between the response that you've given me now and the response another member from your complaints team has given me with my HelloPeter posts... it appears that MTN has no idea what's actually going on.
Bottom line, DSV is not to deliver the phone to me, I AM STILL AWAITING COMMUNICATION, and the MTN Direct service is absolutely PATHETIC.