BS
Bongani S
1 reviews | Active since Apr 2018
13 Apr 2018, 10:04
Poor Upgrade policy
I called MTN on the 11/04/2018 to ask for an early upgrade as I'm only left with one month to upgrade. The product I want is on promotion till end of April 2018, I was advised that I'll have to do a payment for that but the department who do upgrades are closed since I called after 5pm.
I called MTN again on the 12/04/2018 and I was told I can't do an early upgrade and I need to wait for next month. I called again around 10am after reading my upgrade policy and spoke to Palesa who still confirmed that I can't do an early upgrade . I asked to speak with her Supervisor but Palesa confirmed they are in a meeting and will ask them to call me back once they are done. I called again at 15:10 and was told that the department closed at 15:00 for some unknown reasons and I'll have to call the following day.
I called MTN on the 13/04/2018 and spoke with Gertrude Mothiba who also confirmed that I can't do the upgrade. requested to speak to a supervisor. I was transferred to Nobuhle Tshabalala who sad the same thing that I can't do an early upgrade as I'm on my first cycle and need to wait. I advised her that as per the MTN SP customer upgrade and migration policy it states that I can get an upgrade between 19-20 month of the cycle and Supervisor is the one who can approve when requested. I requested an Upgrade Policy that state that a customer can't do an early upgrade on the first cycle but she couldn't provide me with it.
Below is the MTN SP customer upgrade and migration policy:
"In the event of a customer wanting to upgrade prior to month 21, this request must be forwarded to a Supervisor or manager who must have delegated authority to approve early upgrades for a decision. For all Corporate accounts early upgrades can only be approved by the Regional Sales Manager, General Manager Direct Sales, Senior Manager Business Operations, General Manager Customer Services or the Corporate Operations Manager. (Read in conjunction with clause 21). The request must be accompanied by a financial motivation. No early upgrade is allowed if it has been granted previously. The upgrade delegation process is as follows: * Supervisor for upgrades in month 19-20 * Retentions Manager for upgrades in month 18-20 * Senior Manager for upgrades in month 16-20 * General Manager for any other previous month
Their service is so poor.
Helpful (0)
Replies (2)0
Replies (2)
MTN South Africa's replyOfficial
18 Apr 2018, 12:20Thank you for your post.
We sincere apologized for any inconvenience incurred.
***
Kindly be advised that early upgrade can only be done 3 months before the contract expires . Contract is only 19 months of the 24 months contract.
The retentions department has decline the early upgrade due to only in 19 months of the 24 month contract, they look as well to the profile payments and your payment has returned in 2017-04-04 due to no funds in your account at that time.
They did assist you with a early termination fee, to pay the account in full for another upgrade to be approved.
APPLE IPHONE SE 64GB R9817.91/24*5=R2045.39+
Unbilled Balance R 568.99
One month Sub R 449.00
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.A***
Payment will only reflect in 48 hours, you can then visit any MTN dealership to assist you with the upgrade on this line.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply18 Apr 2018, 12:20
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
***
Kindly be advised that early upgrade can only be done 3 months before the contract expires . Contract is only 19 months of the 24 months contract.
The retentions department has decline the early upgrade due to only in 19 months of the 24 month contract, they look as well to the profile payments and your payment has returned in 2017-04-04 due to no funds in your account at that time.
They did assist you with a early termination fee, to pay the account in full for another upgrade to be approved.
APPLE IPHONE SE 64GB R9817.91/24*5=R2045.39+
Unbilled Balance R 568.99
One month Sub R 449.00
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.A***
Payment will only reflect in 48 hours, you can then visit any MTN dealership to assist you with the upgrade on this line.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
BS
Bongani S's updateReviewer Update
18 Apr 2018, 16:18Hi Alice van der Merwe
MAY YOU PLEASE GO READ THE MTN SP customer upgrade and migration policy. to save you time, here it is below.
MTN SP customer upgrade and migration policy:
"In the event of a customer wanting to upgrade prior to month 21, this request must be forwarded to a Supervisor or manager who must have delegated authority to approve early upgrades for a decision. For all Corporate accounts early upgrades can only be approved by the Regional Sales Manager, General Manager Direct Sales, Senior Manager Business Operations, General Manager Customer Services or the Corporate Operations Manager. (Read in conjunction with clause 21). The request must be accompanied by a financial motivation. No early upgrade is allowed if it has been granted previously. The upgrade delegation process is as follows:
* Supervisor for upgrades in month 19-20
* Retentions Manager for upgrades in month 18-20
* Senior Manager for upgrades in month 16-20
* General Manager for any other previous month
May you also note that your staff needs training as they never stated any reasons for the decline of the early upgrade. She only stated that she is declining the request she is a Supervisor.
As much as the early upgrade was declined due to missing a payment on time, why is i that you ignored that I have once made an early payment?
-Why was I not told the real reason for the decline when I made a call the first time?
-Why is it that on the MTN SP customer upgrade and migration policy nothing is being stated about not qualifying for an early upgrade due to payments missed?
-Why is that on my first call I made I was told I can get an early upgrade but subjected to that I'll have to make some payments but now I'm being told a complete different story?
Regards,
BS
Bongani S's update18 Apr 2018, 16:18
Reviewer Update
Hi Alice van der Merwe
MAY YOU PLEASE GO READ THE MTN SP customer upgrade and migration policy. to save you time, here it is below.
MTN SP customer upgrade and migration policy:
"In the event of a customer wanting to upgrade prior to month 21, this request must be forwarded to a Supervisor or manager who must have delegated authority to approve early upgrades for a decision. For all Corporate accounts early upgrades can only be approved by the Regional Sales Manager, General Manager Direct Sales, Senior Manager Business Operations, General Manager Customer Services or the Corporate Operations Manager. (Read in conjunction with clause 21). The request must be accompanied by a financial motivation. No early upgrade is allowed if it has been granted previously. The upgrade delegation process is as follows:
* Supervisor for upgrades in month 19-20
* Retentions Manager for upgrades in month 18-20
* Senior Manager for upgrades in month 16-20
* General Manager for any other previous month
May you also note that your staff needs training as they never stated any reasons for the decline of the early upgrade. She only stated that she is declining the request she is a Supervisor.
As much as the early upgrade was declined due to missing a payment on time, why is i that you ignored that I have once made an early payment?
-Why was I not told the real reason for the decline when I made a call the first time?
-Why is it that on the MTN SP customer upgrade and migration policy nothing is being stated about not qualifying for an early upgrade due to payments missed?
-Why is that on my first call I made I was told I can get an early upgrade but subjected to that I'll have to make some payments but now I'm being told a complete different story?
Regards,