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Candice R
1 reviews | Active since Nov 2014
17 Oct 2017, 12:55
Stupid call centre agents
When my cellphone contract became due for a upgrade we received a call from an agent who offered us a deal for R150 we would get 200 minutes, 500MB and 200sms. My husband accepted this deal but we did ask the agent weather we could upgrade our phone at any time to which she confirmed yes. We were waiting for the release of the Samsung Note 8. To our understanding this was a month to month contract. When we went to the MTN store on Saturday 14 October 2017 and wanted to upgrade the Samsung Galaxy S8 plus as the note 8 to expensive and the consultant confirmed that we only due for a upgrade in 2019. We were in shock, he says that system shows we had a upgrade done on 12/07/2017. This is unacceptable I want this error to be corrected so that I can go to the MTN store in tygervalley and upgrade my phone as I would usually do. All the call centre agents me and my husband spoke to telephonically today is ***********.
At MTN phoned ********** I spoke to numerous agents name Gloria, Jen and Musa one of the references is ********** 35. I was referred to CCI at ********** also spoke to numerous agents but the matter still not be resolved. CCI says they will contact my husband but the more we explain that he is unable to answer his phone during working hours the more they refuse to speak to me. How can this be resolved if they won’t be able to get hold of him. The number in question is my number my husband just pays for the contract. Why should I have to suffer if the agent cannot do her job. Why did she change my contract to another 24 month if she told me I could upgrade at anytime. I want this fixed and never want MTN to phone me with any deals or offers ever again. I will go into store should I need anything changed. This contact agents just want sales and mess things up. My current phone on this contract which is a Samsung Note 4 is faulty and cannot charge. I had to spend money (R150) after my upgrade was declined on Saturday. I had to purchase a device that can charge my battery just so that I can use my phone.
I don’t want to be penalised for this agent error so fix it like it should be with no additional cost to my husband.
URGENT FEEDBACK NEEDED
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Replies (4)
MTN South Africa's replyOfficial
20 Oct 2017, 09:16Thank you for your post.
We sincere apologized for any inconvenience incurred.
We confirmed that the device was returned to our MTN Warehouse on the 4-8-2017.
The request was sent to the Midrand Warehouse to confirm the RMA number for order number ***.
We are waiting for feedback once received the upgrade will be cancelled.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply20 Oct 2017, 09:16
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
We confirmed that the device was returned to our MTN Warehouse on the 4-8-2017.
The request was sent to the Midrand Warehouse to confirm the RMA number for order number ***.
We are waiting for feedback once received the upgrade will be cancelled.
Kind Regards,
Alice van der Merwe
Best regards,
CR
Candice R's updateReviewer Update
20 Oct 2017, 13:07Good day
Can you please phone me at ***
I did not order a device what are you referring too. My MTN contract was due for a upgrade. We received a call from a agent at CCI MTN that offered us a package at R150 which includs 200 minutes, 200 sms and 500 MB. We confirmed with the agent that if we take this package will i be able to upgrade at anytime as i am waiting for a phone a like to come out on the market. The agent confirmed yes this is a month to month contract and i can upgrade whenever. We went to the MTN store on saturday 14 October 2017 and the sales consultant now confirms i can only upgrade on 2019. This is not with the agent that phoned me confirmed when she offered me this deal. I need to upgrade. All i want is to go to the store and upgrade as i normal would when my contract expires.
Phone me and dont send me any device as i did not order a device.
CR
Candice R's update20 Oct 2017, 13:07
Reviewer Update
Good day
Can you please phone me at ***
I did not order a device what are you referring too. My MTN contract was due for a upgrade. We received a call from a agent at CCI MTN that offered us a package at R150 which includs 200 minutes, 200 sms and 500 MB. We confirmed with the agent that if we take this package will i be able to upgrade at anytime as i am waiting for a phone a like to come out on the market. The agent confirmed yes this is a month to month contract and i can upgrade whenever. We went to the MTN store on saturday 14 October 2017 and the sales consultant now confirms i can only upgrade on 2019. This is not with the agent that phoned me confirmed when she offered me this deal. I need to upgrade. All i want is to go to the store and upgrade as i normal would when my contract expires.
Phone me and dont send me any device as i did not order a device.
CR
Candice R's updateReviewer Update
20 Oct 2017, 13:10Will i be able to go to the store and upgrade my phone tomorrow, that is all i want to here
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Candice R's update20 Oct 2017, 13:10
Reviewer Update
Will i be able to go to the store and upgrade my phone tomorrow, that is all i want to here
CR
Candice R's updateReviewer Update
26 Oct 2017, 10:44How long does it take to get feedback. I have been phoning CCI SA MTN daily since 16 October 2017 I never get to speak to a supervisor or manager. The agent just says they have to take message for a manager. They claimed on 17 October they listen to the phone call to which we agreed to 24 month contract which we didn't we understood it as a month to month contract that we could upgrade to new cellphone at anytime as this was just a data and minutes contract. We request copies of this call and they said that they could only send it to the mtn store on 17th or 18th October we provide the store manager of mtn tygervalley email address it is more than a week amd CCI SA MTN hasn't sent the call. It funny how in less than 24 hours they said that they listened to our call and we agreed to a 24 month contract but it has been more than a week and they still cannot send copies of the calls to the mtn store for is to listen to what was agreed and the conditions. I think these call are being doctored it seems like ***** why can't we just listen to the agreements that was made telephonically. I have actually submitted my complaint to the consumer protector cause I feel I will never get anywhere dealing with mtn .
CR
Candice R's update26 Oct 2017, 10:44
Reviewer Update
How long does it take to get feedback. I have been phoning CCI SA MTN daily since 16 October 2017 I never get to speak to a supervisor or manager. The agent just says they have to take message for a manager. They claimed on 17 October they listen to the phone call to which we agreed to 24 month contract which we didn't we understood it as a month to month contract that we could upgrade to new cellphone at anytime as this was just a data and minutes contract. We request copies of this call and they said that they could only send it to the mtn store on 17th or 18th October we provide the store manager of mtn tygervalley email address it is more than a week amd CCI SA MTN hasn't sent the call. It funny how in less than 24 hours they said that they listened to our call and we agreed to a 24 month contract but it has been more than a week and they still cannot send copies of the calls to the mtn store for is to listen to what was agreed and the conditions. I think these call are being doctored it seems like ***** why can't we just listen to the agreements that was made telephonically. I have actually submitted my complaint to the consumer protector cause I feel I will never get anywhere dealing with mtn .