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ML
Murray L

1 reviews | Active since Jan 2012

02 May 2019, 17:43

Retentions.... I doubt you will retain anyone with this horrible service.

On Monday 29th April 2019 at 09:50 I tried to call the retention department using the number 135. After waiting for over 30 Mins, I decided to use the e-mail function. I sent a mail to the retentions department at 10:28 am requesting the cancellation of a contract that had expired, and then requesting that the number be moved to "Pre-paid". To date I have received and automatic system generated acknowledgment of the e-mail. I have also received a "Read" notification of the mail. Other than that, NOTHING. When you call the retentions department on 135, and select all the numbers required, the message says, "Thank you for calling the retentions department, please hold." and then puts you on hold with a horrible mechanical sound. After 45 Mins. I put the phone down again. I called back on 2nd May 2019 at 17:40. I was informed that the retentions department is not available, but please send an e-mail to ********** Deja vu. May I suggest a way to reduce the "high volume of calls" in retentions, is to offer a better service.

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Replies (2)
ML
Murray L's update07 May 2019, 10:37
Reviewer Update
So it is now the 7th May 2019, after one response, nothing... Still not sorted out. MTN this service is absolutely disgraceful.
ML
Murray L's update09 May 2019, 11:07
Reviewer Update
So here goes again MTN.... I doubt that anyone at MTN will read this, but I suggest that anyone that would like to cancel at MTN or convert from contract to Pay as you go, should. The request to move to pay as you go, with the required 1 month notice, was e-mailed to the retentions department, as I could not get connected to them by phone (this is as per above). Anyway, after many times , rude e-mails etc, MTN cut the line over to pay as you go immediately, without the one month notice. What does that mean. It means that the 500 minutes and the data, that had been paid for on the contract was then deleted. When I complained in e-mail to the retentions department, the message was deleted without being read. Beware that this is what MTN does if you are not happy with their incompetence. Boy oh boy, happy to be away from them finally!