HC
HILTON C
1 reviews | Active since Nov 2011
23 Apr 2019, 15:40
SHOCKING SERVICE FROM MTN
I have been trying for a month to get MTN to review a cancellation charge of nearly R3000 for an upgrade contract I cancelled due to the Microsoft phone included in the contract being inferior to my Samsung Galaxy. I have been contacted by Varsha from an MTN "trade partner" and Portia Viljoen from MTN with promises of a quick solution. Last contact from Varsha was a week ago by phone promising a 48 hr resolution. Portia emailed me last week stating that the new phone number (which I did not request) had been canelled & she was waiting for Rewardsco to respond. How long does this take???? I am concerned that the Monthly debit order will hit my bank account on 30 April and will have to stop payment to prevent this and then my cellphone service will be suspended. A subscription fee of R91.80 was charged to my bank a/c in March and this needs to be refunded!
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Replies (4)
MTN South Africa's replyOfficial
24 Apr 2019, 09:29Good day Hilton
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that I am in contact with our legal department for the reversal on the early termination charges.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that I am in contact with our legal department for the reversal on the early termination charges.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
MTN South Africa's reply24 Apr 2019, 09:29
Official
Good day Hilton
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that I am in contact with our legal department for the reversal on the early termination charges.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that I am in contact with our legal department for the reversal on the early termination charges.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
HC
HILTON C's updateReviewer Update
24 Apr 2019, 10:42Thank you Dinesh, but this whole process is taking far too long, not what I expect from MTN as a long term subscriber. I am deeply concerned that it is already too late to withdraw the debit oder to my bank account due on April 30. If the debit goes thru I forsee a long battle for a refund.....
HC
HILTON C's update24 Apr 2019, 10:42
Reviewer Update
Thank you Dinesh, but this whole process is taking far too long, not what I expect from MTN as a long term subscriber. I am deeply concerned that it is already too late to withdraw the debit oder to my bank account due on April 30. If the debit goes thru I forsee a long battle for a refund.....
MTN South Africa's replyOfficial
02 May 2019, 09:50Good day Mr Hilton
Kindly note as per our conversation the credit note does reflect on your MTN account.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.
Warm RegardsDinesh KowlasarComplaints Management team
Kindly note as per our conversation the credit note does reflect on your MTN account.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
MTN South Africa's reply02 May 2019, 09:50
Official
Good day Mr Hilton
Kindly note as per our conversation the credit note does reflect on your MTN account.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.
Warm RegardsDinesh KowlasarComplaints Management team
Kindly note as per our conversation the credit note does reflect on your MTN account.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
HC
HILTON C's updateReviewer Update
02 May 2019, 10:52Finally after just over a month and many emails, Dinesh of MTN has resolved my issue regarding being charged a "cancellation fee" for an upgrade I cancelled after establishing that the phone included was inferior to my existing Samsung Galaxy. Dinesh called me on Monday, informed me of the processes he was going through and kept me updated of daily progress - very refreshing after the lack of action from Portia of MTN & Varsha from an MTN "Trade Partner", the latter being the source of my problem!
It is a reasonable expectation to have issues such as this resolved within a week with a high profile company such as MTN - not drag it out for a month. Dinesh is to be applauded for his prompt action - MTN is in serious need of more people like him!
HC
HILTON C's update02 May 2019, 10:52
Reviewer Update
Finally after just over a month and many emails, Dinesh of MTN has resolved my issue regarding being charged a "cancellation fee" for an upgrade I cancelled after establishing that the phone included was inferior to my existing Samsung Galaxy. Dinesh called me on Monday, informed me of the processes he was going through and kept me updated of daily progress - very refreshing after the lack of action from Portia of MTN & Varsha from an MTN "Trade Partner", the latter being the source of my problem!
It is a reasonable expectation to have issues such as this resolved within a week with a high profile company such as MTN - not drag it out for a month. Dinesh is to be applauded for his prompt action - MTN is in serious need of more people like him!