1 reviews | Active since Mar 2018
RAW DEAL : MTN
On the 19/12/2017 I renewed my existing contract with MTN. I renewed my contract to a MTN Made For Me M Contract. The deal included 30 GB Free data (10 GB over 3 months). In addition to the free data if you buy an S8 on an MTN contract you receive a R4000 travel voucher to towards a cruise I believe. The reason I took out this specific contract was because of the free data and the travel voucher that was offer in their December catalogue (page 20 and 21), However to date I have not received the data or the cruise voucher which was supposedly available on the Samsung Rewards App. This was never available to redeem on the APP. I called the store a day later however nobody was clued up with trying to assist me redeeming the voucher. On the 24/01/2018 I contacted the call centre nobody was able to assist. I spoke to Nonsikelelo Dlamini sent her an email as requested still no feedback from her to date. I called the call centre again the agent advised that I need to go to the store where I renewed my contract at. I visited the MTN store in Northgate (place where my contract was renewed 2 weeks ago. The lady who assisted me logged a call on my behalf and said she would contact me last Tuesday last week however to date I have not received feedback on the call that was logged. She also referred me to Mandla who is the Samsung assistant at the store to assist me with the redeeming of the voucher he gave me 2 email addresses which are invalid and do not exist, ********** AND ********** . Both these emails bounced back immediately. He also gave me a Samsung Helpline no. which is forever not available ********** 149. He was very unhelpful, I feel like he gave me **** email accounts and **** contact details just so that he can get rid of me. I have had enough of the inconvenience and by bringing the above to they attention I am hoping to get a speedy resolution to this matter.
Good day Reshika,
Thank you for your post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
Kindly be advised that your 30GB LTE promotional data query has been logged with the provisioning team (with high priority) to kindly allocate the bundle(s) to your line as per the contract deal taken on 2017-12-19. The reference for this escalation is *** as SMSed to you on ***. You will also be notified by SMS as soon as the query has been resolved.
With regards to the R4000.00 travel voucher, please note that this is toe b redeemed on the samsung rewards app as per the communication we received. We have however, sent am escalation to the store manager in question seeing as you have stated that you had visited the store and a trouble ticket was logged. We have requested the store manager to intervene and contact you and provide prompt feedback on the logged ticket.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
Good day Reshika,
Thank you for your post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
Kindly be advised that your 30GB LTE promotional data query has been logged with the provisioning team (with high priority) to kindly allocate the bundle(s) to your line as per the contract deal taken on 2017-12-19. The reference for this escalation is *** as SMSed to you on ***. You will also be notified by SMS as soon as the query has been resolved.
With regards to the R4000.00 travel voucher, please note that this is toe b redeemed on the samsung rewards app as per the communication we received. We have however, sent am escalation to the store manager in question seeing as you have stated that you had visited the store and a trouble ticket was logged. We have requested the store manager to intervene and contact you and provide prompt feedback on the logged ticket.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,