SB
Shaun B
1 reviews | Active since May 2016
21 Nov 2017, 16:33
Retentions, customercare are anything but
Every interaction with MTN's customer care and retentions departments by e-mail is incredibly frustrating. Typical response times are on the order of weeks. This means that any interaction requiring more than one round of e-mails takes months to resolve - quite common when responses are incomplete or miss the point entirely. This has been my experience with MTN for years, and only escalation to the CEO or an insider at MTN seems to help. Happily, and assuming MTN get back to me, I won't be a customer for much longer.
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Shaun B's updateReviewer Update
21 Feb 2018, 15:543 months have passed since the first, promising contact by Alice from MTN. It seems we'll have to wait until this contract expires so we can be rid of MTN, as Alice no longer responds after leaving the whole mess hanging.
No, MTN, we cannot settle an "estimated amount" to close the contract, especially when the estimated amount excludes contractual discounts whose application to the final settlement amount cannot be explained. How then will MTN refund the difference? After another 3 months long saga?
SB
Shaun B's update21 Feb 2018, 15:54
Reviewer Update
3 months have passed since the first, promising contact by Alice from MTN. It seems we'll have to wait until this contract expires so we can be rid of MTN, as Alice no longer responds after leaving the whole mess hanging.
No, MTN, we cannot settle an "estimated amount" to close the contract, especially when the estimated amount excludes contractual discounts whose application to the final settlement amount cannot be explained. How then will MTN refund the difference? After another 3 months long saga?