RE
Riaan E
1 reviews | Active since Sept 2017
15 Sept 2017, 08:40
Shocking MTN !!!
I'll keep it short.
I did a telephonic contract upgrade with MTN on the 3rd of August. To date I have not received the handset or documentation. 9 Phone calls and 2 e-mails later and there has been no change to the situation. I was then referred to their "Retention" department to cancel the upgrade. 4 phone calls totaling 47 minutes and I am yet to hear anything other than the "call on hold music". Brilliant if you think about it...make it impossible to cancel a contract by just not answering the phone.
Pathetic MTN
Helpful (0)
Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
15 Sept 2017, 14:17Dear Riaan,
Thank you so much for the patience and understanding you’ve displayed during this most regrettable situation. For myself and on behalf of MTN, please accept my sincere apology for inconvenience caused.
The matter has been escalated to the Retentions supervisory team for urgent resolution. They will contact you directly with feedback and an action plan.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply15 Sept 2017, 14:17
Official
Dear Riaan,
Thank you so much for the patience and understanding you’ve displayed during this most regrettable situation. For myself and on behalf of MTN, please accept my sincere apology for inconvenience caused.
The matter has been escalated to the Retentions supervisory team for urgent resolution. They will contact you directly with feedback and an action plan.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
RE
Riaan E's updateReviewer Update
15 Sept 2017, 14:29Thank you for your response Willem. I sincerely hope the issue can be resolved ASAP. I have already been billed on the upgraded rate for two months and unfortunately foresee drama having to sort this out as well. It is my view that somewhere between CCISA, who contacted me regarding the upgrade and MTN, something went wrong. It is my expectation as an MTN customer that MTN resolves the issue. It is just an exceptionally frustrating experience.
Looking forward to a positive outcome.
Regards
Riaaan van Eeden
RE
Riaan E's update15 Sept 2017, 14:29
Reviewer Update
Thank you for your response Willem. I sincerely hope the issue can be resolved ASAP. I have already been billed on the upgraded rate for two months and unfortunately foresee drama having to sort this out as well. It is my view that somewhere between CCISA, who contacted me regarding the upgrade and MTN, something went wrong. It is my expectation as an MTN customer that MTN resolves the issue. It is just an exceptionally frustrating experience.
Looking forward to a positive outcome.
Regards
Riaaan van Eeden
RE
Riaan E's updateReviewer Update
17 Oct 2017, 14:53It has been a little over a month since my initial rant, which was responded to promptly by the MTN Complaints Management Team. In the response, I was assured that the matter has been escalated to the infamous Retentions department's supervisory team for urgent resolution. To date I have received no correspondence from them and the matter has still not been resolved. So I say again, "Pathetic MTN"
RE
Riaan E's update17 Oct 2017, 14:53
Reviewer Update
It has been a little over a month since my initial rant, which was responded to promptly by the MTN Complaints Management Team. In the response, I was assured that the matter has been escalated to the infamous Retentions department's supervisory team for urgent resolution. To date I have received no correspondence from them and the matter has still not been resolved. So I say again, "Pathetic MTN"