1 reviews | Active since Oct 2010
Refund refusal after store delays contract activation and it results in overcharges
I went in to the Sonieike Mall store on 24 November 2020 to upgrade my contract before it expired. The store only Activated the upgrade on 11 January 2021. Due to this I was overcharged in December by almost +-R1200. I have only since received a partial refund of R620 because the MTN back office blames the store for not activating my upgrade on the day and the store blames the back office for having technical difficulties on the day they tried activating my upgrade. I logged a complaint with the store manager who in turn logged it with the back office. I have been waiting for almost 4 weeks since original complaint and today I was told by the store manager that there is nothing she can do as the store assistance was the one to make the mistake and I must take it up with the store assistant and there is nothing more she can do. So in other words, the store assistant stuffs up by not activating the account on time and according to the store manager, she has done whatever she can because she can't change the MTN back offices decisions and because her store assistant was the one to mess up, it's just one of those things that I must accept. I must accept losing almost R650 because of their mistake! They owe me money and they are aware of it but, oh well.. it was just a mistake on the store assistant's part....so have a nice day!
After my mission to put out reviews online, I got a reply FIRST thing this morning. I have been waiting for a resolution since middle December and now my issue has been resolved the next day!
I got an email this morning saying that my query has been received and someone will be calling. I got my phone call about 2 hours ago telling me that they are so sorry for the frustration that this MTN branch has caused and that they will be refunding me ALL my money and then an additional R200 as a goodwill gesture to apologise for my experience.
They told me that the store is a franchise store and this often makes it difficult for MTN as a company to control how the staff handles the situations but that is no excuse for what they did. They told me they will be investigating the bad service and report the store to the relevant franchise owner. I expressed my understanding and gratefulness and thanked the customer support representative for the assistance she has provided and she apologised profusely for the bad experience I had.
The store manager and store consultant should be fired! These two people have made so many peoples lives a living hell based on all the reviews online! The store manager has no courage to handle her staff member which makes her completely *********** as a manager and the staff consultant is completely lazy and bares no responsibility for what he did!
But, everything is better in the world now that MTN has stepped up and taken responsibility!
After my mission to put out reviews online, I got a reply FIRST thing this morning. I have been waiting for a resolution since middle December and now my issue has been resolved the next day!
I got an email this morning saying that my query has been received and someone will be calling. I got my phone call about 2 hours ago telling me that they are so sorry for the frustration that this MTN branch has caused and that they will be refunding me ALL my money and then an additional R200 as a goodwill gesture to apologise for my experience.
They told me that the store is a franchise store and this often makes it difficult for MTN as a company to control how the staff handles the situations but that is no excuse for what they did. They told me they will be investigating the bad service and report the store to the relevant franchise owner. I expressed my understanding and gratefulness and thanked the customer support representative for the assistance she has provided and she apologised profusely for the bad experience I had.
The store manager and store consultant should be fired! These two people have made so many peoples lives a living hell based on all the reviews online! The store manager has no courage to handle her staff member which makes her completely *********** as a manager and the staff consultant is completely lazy and bares no responsibility for what he did!
But, everything is better in the world now that MTN has stepped up and taken responsibility!