1 reviews | Active since Feb 2014
POOR SERVICE DELIVERY BY MTN SA
On Saturday 2021-03-13, I visited the MTN shop at RICHARDS Bay, with the intention to upgrade both my MTN Cellular & Data contracts.
I requested the MTN shop assistant to review both my contract accounts ito, 1. Monthly subscription fee & 2. Package Benefits in order to compare & make an informed decision on the best suitable deal.
Both my contract details ito monthly subscription was shown to me on the MTN On-line system & I noticed that my Data contract was being charged at R407,28(Incl VAT) per month. The assistant confirmed that my monthly subscription for the Data contract was R407,28 & my Cell was R547,01 (Incl VAT) per month & a monthly total amount of R954,29 being debited each month.
I informed the assistant that this was impossible & incorrect as I recall clearly that I never upgraded my Data contract during 2019-05-23, but requested it to be lowered to R89 per month as per the available package deal at the time by MTN. I never took any Device nor new SIM card & was never given anything in writing nor new contract.
Further enquiries on the system revealed that the monthly subscription fee of R407,28 was being charged as of 2019-05-26 till current date. Thus it will be a period of 22 months on the 26th MARCH 2021.
Further assistance by a fellow MTN employee confirmed that my monthly subscription was to be charged at a discounted rate of R89 per month but was never done, & I was informed that MTN had to credit me.
I can confirm through my bank records that MTN debitted my account as of 2019-05-26 till now with a total amount of R8960,16 instead of R1958, a difference R7002,16 that was over charged & debitted from my account.
I request MTN to investigate the matter as a matter of urgency & credit my Bank account with the total amount of R7002,16 due back to me & accumalated monthly interest for a period of 22 months. A detailed Email was sent to ***
The assistant informed me that he would log a query with MTN & had done so with reference number SR#***.
On the 16th March 2021 I queried this matter with MTN (***) & received a automated reply stating "ENQUIRY REFERENCE NUMBER ***"
On 2021-03-19 I received a reply from MTN stating the following, 1. Apologizing for the delayed response 2. And indicate that the matter has been resolved & signed by Nteseng Mocheku
Since the19th, I made several unsuccessful calls to MTN in order to establish, 1. When was the matter resolved 2. How the matter was resolved, as I the client never received a Call nor Email to explain the resolution.
I even responded to the Mail asking How the matter was resolved & never received any response.
On 2021-03-15 @ 10:26 & 14:40 I receive the following SMS from MTN,
"Dear Customer,Your query *** has been closed. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day."
"Dear Customer,Your query *** has been closed. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day."
On the 16th MARCH 2021 I receive the following SMS from MTN, "Dear Customer,Your query *** has been closed. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day."
On the 19th MARCH 2021 I receive the following SMS from MTN, "Dear Customer,Your query *** has been closed. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day."
& on the 23rd, "Dear Customer,Your query *** has been closed. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day."
May I take the oppurtunity to comment how poor, unprofessional the service I have received thus far & the incompetence that thrives in the MTN establishment should this be the response, feedback, help & communication one get from a multi-billion rand industry.
Calls are made to MTN, the promt voice service is not very User-friendly & calls are often terminated for no reason, only to start all over again explaining the tedious long story all over again to a new MTN Champion....over & over.
One cannot speak to a Billing assistant as they dont receive nor take calls. Try ask to bectransferred to Retentions is ss good as making a call to a Great White shark in the ocean.
I further understand that the call centre should escalate queries beyond their control to the relevant section, yet that does not happen.
On Tuesday 2021-03-23 I contacted MTN yet again & spoke to Sam Mathebula, who requested that I liaise my Query to him. (***) I did so.
I've sent Sam 2 follow-up mails requesting feedback with NIL-NO-NADA-LUTHO response. Does he exist ????????
On 2021-03-30 I made yet another attempt to get thru to Retensions. Holding on for a possible MTN Retention Champion to take my call was like more than 30 minutes with no luck.
I visited the RICHARDS Bay MTN Shop on 2021-03-29 & was told by the same MTN assistant who assisted me that MTN rep**** him stating they had called me the client & resolved the matter. Wow.... ***......seriously, really, who when where & how !!!!!!!!???????
Till today, not 1 single person from MTN has called me to sttend to my query.
I must state that I am happy to be a MTN client (since 1994) but honestly must say their MTN Call centre & Champions competence lacks serious integrity or is it the Red tape at MTN ?
Opening & closing a,so called Ticket number with prompt & quick SMS's sent to me might sound very proffessional but ask yourself if it has helped in any way ? You MTN give me a serious bitter taste in my mouth. I think its high time you revamp the efficiency of your call centre to address complaints, queries & any or all requests.
Lets wait & see how QUICK, & how EFFECTIVE MTN respond now.
How can HELLOPETER be of assistance as they used to escalate serious issues to the correct person ?
How can HELLOPETER be of assistance as they used to escalate serious issues to the correct person ?
I do not know if its due the fact that I had sent my complaint to ICASA, that MTN is under pressure & has called me last week & had actually listened to my complaint.
The very lady called me again to follow up on our conversation & had given me hope again.
Although my matter has not been resolved as yet, I must confess that this particular lady is very helpful, professional, & well informed wrt company policies.
I commend her so far & the truth has to be told.
I sinceeely wish more employees is as this professional, good listener & up to par with company policies cause it makes any sale, complaint & or enquiries so much a pleasure & easier.
Thks to that lady.
I do not know if its due the fact that I had sent my complaint to ICASA, that MTN is under pressure & has called me last week & had actually listened to my complaint.
The very lady called me again to follow up on our conversation & had given me hope again.
Although my matter has not been resolved as yet, I must confess that this particular lady is very helpful, professional, & well informed wrt company policies.
I commend her so far & the truth has to be told.
I sinceeely wish more employees is as this professional, good listener & up to par with company policies cause it makes any sale, complaint & or enquiries so much a pleasure & easier.
Thks to that lady.
During the morning of the 25th MAY 2021 I received a notification that my personal bank account was credited with the full amount.
I wish to thank both ICASA & the very helpful lady at MTN Complaints who assisted in my complaint & that led to the positive result.
All I can say to clients/consumers who has complaints of any nature, is to never give up & exhaust all your avenues before giving up, it pays to perservere.
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I wis
During the morning of the 25th MAY 2021 I received a notification that my personal bank account was credited with the full amount.
I wish to thank both ICASA & the very helpful lady at MTN Complaints who assisted in my complaint & that led to the positive result.
All I can say to clients/consumers who has complaints of any nature, is to never give up & exhaust all your avenues before giving up, it pays to perservere.
\i
I wis