MK
Mariam K
1 reviews | Active since May 2019
03 May 2019, 15:43
Terrible & Frustrating
MTN - Online upgrade division is *********** and frustrating. It has been an absolute nightmare to upgrade a contract that has been with them for over 10 years. The manager was as unhelpful as their call centre agents.
An online application was put through on the 11th and 3 weeks later, I am still waiting for the upgrade.
Absolutely unhelpful and frustrating.
Helpful (0)
Replies (2)0
Replies (2)
MTN South Africa's replyOfficial
06 May 2019, 13:32 Good day Mariam
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.
Please can you provide your online order no, I will investigate and provide feedback.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints 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.
Please can you provide your online order no, I will investigate and provide feedback.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints Management Team
Best regards,
MTN South Africa's reply06 May 2019, 13:32
Official
Good day Mariam
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.
Please can you provide your online order no, I will investigate and provide feedback.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints 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.
Please can you provide your online order no, I will investigate and provide feedback.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints Management Team
Best regards,
MK
Mariam K's updateReviewer Update
06 May 2019, 14:37Dear Prince,
This email is sent on behalf of Mrs Oma Salema Kajee, ID ***, number ***.
I am deeply disappointed and frustrated with the way in which MTN has handled a simple online upgrade. I have been with MTN for over 10 years and I am appalled at the sheer incompetence and utter frustration caused for a simple upgrade. I am completely at my wits end and am at the verge of not renewing the contract.
Below is a summary of events:
- 10th April – online application was put through for an upgrade for the *** number.
- 11th April – received an sms that the upgrade is being processed and later received that it had been successful.
- Received no further communication with regards to the contract or delivery of the phone.
- 17th April, I called mtn customer service and was bounced around and not helped in anyway. From one operator transferring me to DSV and another stating they are unsure and will get back to me to absolute nothing. No one assisted or attempted to follow through with sorting out the issue which till today is uncertain.
- 19th attempted to go to an MTN store to sort out this problem with the hope that we could receive the phone, instead was given Kim Basson number and told to contact her for assistance as the contract was done through the online service.
- She had attempted to assist by having an operator call through and assist with resolving the issue.
- 26th April, I received a call from Prince Mhlongo with regards to the contract and he assured me that everything will go smoothly and the phone may be delivered within 3-5 working days. I received an sms’s regarding the success of the upgrade.
- On the 2nd May I received an sms from DSV regarding scheduling an appointment for the delivery of the phone. When I called to schedule the appointment I am told that a stop was put on the delivery and I need to contact MTN on ***. When I call they are closed.
- Today i recalled all the numbers and yet again was bounced from RewardsCo Company to MTN Direct, back to Rewards co and back to MTN direct, all leading to not knowing why the delivery had stopped and that Prince will get back to me with a response.
- I am still waiting for some sort of response. I cannot understand how is it that I am sent from one end to another to resolve an issue that no one wishes to assist with.
I wish for you to resolve this issue ASAP and have the phone delivered by Tuesday. If this is not possible then you may cancel this upgrade and I will seek out more competent service providers.
Frustrated Client,
Oma Salema Kajee
MK
Mariam K's update06 May 2019, 14:37
Reviewer Update
Dear Prince,
This email is sent on behalf of Mrs Oma Salema Kajee, ID ***, number ***.
I am deeply disappointed and frustrated with the way in which MTN has handled a simple online upgrade. I have been with MTN for over 10 years and I am appalled at the sheer incompetence and utter frustration caused for a simple upgrade. I am completely at my wits end and am at the verge of not renewing the contract.
Below is a summary of events:
- 10th April – online application was put through for an upgrade for the *** number.
- 11th April – received an sms that the upgrade is being processed and later received that it had been successful.
- Received no further communication with regards to the contract or delivery of the phone.
- 17th April, I called mtn customer service and was bounced around and not helped in anyway. From one operator transferring me to DSV and another stating they are unsure and will get back to me to absolute nothing. No one assisted or attempted to follow through with sorting out the issue which till today is uncertain.
- 19th attempted to go to an MTN store to sort out this problem with the hope that we could receive the phone, instead was given Kim Basson number and told to contact her for assistance as the contract was done through the online service.
- She had attempted to assist by having an operator call through and assist with resolving the issue.
- 26th April, I received a call from Prince Mhlongo with regards to the contract and he assured me that everything will go smoothly and the phone may be delivered within 3-5 working days. I received an sms’s regarding the success of the upgrade.
- On the 2nd May I received an sms from DSV regarding scheduling an appointment for the delivery of the phone. When I called to schedule the appointment I am told that a stop was put on the delivery and I need to contact MTN on ***. When I call they are closed.
- Today i recalled all the numbers and yet again was bounced from RewardsCo Company to MTN Direct, back to Rewards co and back to MTN direct, all leading to not knowing why the delivery had stopped and that Prince will get back to me with a response.
- I am still waiting for some sort of response. I cannot understand how is it that I am sent from one end to another to resolve an issue that no one wishes to assist with.
I wish for you to resolve this issue ASAP and have the phone delivered by Tuesday. If this is not possible then you may cancel this upgrade and I will seek out more competent service providers.
Frustrated Client,
Oma Salema Kajee