POOR SERVICE - ONGOING QUERY

Hi

More than a month ago, on Friday 9 July, I phoned MTN customer care to enquire about an upgrade that I'm due. I got put through to Retentions Department. I spoke to a lady (Tsegofatso) who helped me with the upgrade. She offered me two deals that she said were originally part of Black Friday last year, but were still available in Retentions department. I opted for the 100GB (70gb anytime + 30gb night) for R199 and 36months.

On Monday the 12th when the data was loaded, I noticed that I only received 60GB anytime data and not the 70GB I was promised. When I looked at my contract again in my emails, I noticed that she had signed me up for MTN MyChoice 40GB - WHICH I HAD NEVER AGREED TO!

On Tuesday morning I called the Retentions department and spoke to Sibusiso, who said he will investigate. He never got back to me the whole day.

On Wednesday morning I spoke to Nokukhanya and when she looked at the contract/system she said something to the effect that Tsego signed me up for a promotional deal where I was supposed to get 80GB anytime and 40GB night. This further confused me, because the way she explained it, an additional 10GB for night and 10GB anytime were supposed to be part of the promotion... So now I felt like I had been ****** of MORE data than just the missing 10GB. She said the query would be sent to the relevant department and that I should expect to get the data between 2 - 24hrs.

Meanwhile I'd also been communicating with MTN via twitter - which takes FOREVER to reply to messages. I provided them with my details and on Wednesday (the same day) at 10am a lady called. We spoke thoroughly about the data distribution with my MTN app open. She assured me that the missing 10GB would be sent by close of business that day or within the next 48hrs. So I waited the whole of Wednesday and Thursday and NOTHING!! My data balance remained the same and I did not receive a single SMS notifying me of the 10GB.

So Friday morning I decided to call Retentions/Upgrade Department one last time and spoke to Desmond who to my surprise informed me that according to MTN systems, the 10GB had been sent 2 days ago!... I informed him that I had constantly restarted my phone and checked my balance on the app and my SMSes and the balance had not changed. He gave me a ref number *** and informed me the matter would be looked into and data sent before close of business Friday 5pm.

STILL NOTHING WAS SENT.

So that afternoon during MY LUNCH time (that is LIMITED to 45min), I decide to stop requesting help from your Retentions Department since NOTHING had been resolved, and just called customer care.

I spoke to Innocentia who was PLEASANT and DEDICATED to resolving my issue. She said she'd send me 5GB (WHICH ARRIVED in less than 5min thanks to her EFFECIENCY) and then escalated the query to another Department. She said the turnaround time is usually 2-48hrs and sent me a reference number.

Nothing was resolved in the weekend and when I called ANOTHER lady from customer care, she said the query was sent to the wrong department. She said she'd escalate it to the proper one, but when I called customer care back that afternoon Nolungile said it had NOT been escalated at all!!!

On the 28th of July I got ahold of Abdullah from Retentions Department. We had a lengthy conversation where he explained to me that Tsegofatso had long rectified her error and logged a query two weeks back (14 July). He said she had escalated to the relevant people that I was to receive 80GB Anytime and 40GB night starting 12th August. He said I should call if anything incorrect occurs.

So I decided to take his advice and wait for the 12th of August, cause the matter had been causing me UNNECESSARY stress!

Yesterday, hoping that MTN had finally resolved the matter I waited to receive my data, only to find that the data had been distributed INCORRECTLY AGAIN!!! I received 60GB Anytime and 60GB Night instead of the 80GB/40GB promised to me.

I spoke to multiple consultants from different departments yesterday (Palesa from Upgrades; Kabelo from Contracts and lastly Tiyane from Retentions). All shared the same sentiments that Tsegofatso had signed me up for the INCORRECT Contract and not what she had initially PROMISED!!!

Tiyane sent an email to Tsegofatso and her supervisor to attend to my matter urgently and said I'd receive a call from Tsegofatso by the end of yesterday. I DID NOT RECEIVE THAT CALL!!!

To say I'm TIRED, FRUSTRATED AND COMPLETELY FED UP WOULD BE AN UNDERSTATEMENT!!!

How LONG WILL THIS ESCALATING BUSINESS CONTINUE????

Queries that have been opened and closed:

*** *** *** *** *** *** *** *** *** *** *** *** *** ***

MTN Twitter reference number:

ref SMC/***.

Thank you