Terrible Service

<p>Mtn, I am very unhappy with the fact that you can't even get back to a client after countless mails are being sent through to you.. how am i suppose to trust you with my cell phone contract and insurance if you can't even respond to a simple mail that is requesting feedback?</p> <p> </p> <p>I have sent mails to both your ********** AND ********** as i do not have an HOUR or MORE to spend waiting for you to answer my calls when i contact your call centre on ********** 084 like i have done before, its sad that the only way you get a response from MTN is when you post it over social media where potential non existing clients could see how you treating your existing clients....this is the only time you respond......when us as loyal clients have to post all over the media just to get a response.</p> <p> </p> <p>Please see below message i have been trying to get through to you, but have just not recieved a response:</p> <p> </p> <p>Good Day,</p> <p> </p> <p>Please can I have a response on the following below, as I have emailed ********** multiple times with no response.</p> <p> </p> <p>I contacted your call centre for MTN insurance on ********** 084 , I was then requested to type in my cell number and then pressed option 1 for claim enquiries and then option 2 to find out how far my claim is.</p> <p> </p> <p>The Machine said my claim is approved and I should contact a consultant for more information.</p> <p> </p> <p>I chose the option to be transferred through to a consultant and waited for a consultant to answer for over 45min, that is extremely terrible service to let your clients wait for 45min till a call is answered totally unacceptable.</p> <p> </p> <p>At this point I was already tired of waiting for someone to answer when someone eventually did the advisor said her name was dudu.</p> <p> </p> <p>I advised Dudu that the machine on option 2 said my claim had been approved and I should contact a consultant for more information, I asked her what is the process going forward as I have never claimed before for a lost/****** phone.</p> <p> </p> <p>Dudu informed me that my claim is not approved yet and I must wait till Friday 09/09/2016 for an approval, "I asked Dudu why is it that your machine says my claim is approved?" she said that she does not know I must wait till Friday, that is extremely frustrating as to sit without a phone for a week is one thing but another is being told your claim is approved then being told it is not and I must wait, to wait a week for an answer while not having a phone is pathetic as i am aware of the usual turnaround times of other companies which is 24 to 48 hours and with MTN its far too long without even providing your clients with a courtesy phone due to the delay in service.</p> <p> </p> <p>The sad part about this all is expecting MTN to live to their promises as print screened below of having a turnaround time of 24hours. (This is at the bottom of your claim forms)</p> <p> </p> <p> </p> <p> </p> <p>Then being told that MTN has a delay in time and will now take 5 working days to assist you with your claim (with no offer of a courtesy phone because of MTN problems for the Time Delay) , calling in to your trusted call centre to be told my claim is approved by a machine. Then waiting 45min to get further information from a consultant just to be told that I must wait till Friday.</p> <p> </p> <p>I am a contract Paying client I pay my phone and insurance on time every month I have never once defaulted on a payment and been with MTN for many years, but when it comes to claiming you don’t live up to promises and give extremely terrible service to clients, what I am I then paying for? to be **** to saying claims are approved and ready when they not and then to be told to wait 5days to be helped. It is at times like this I ask myself why do I remain loyal to you as my supplier but you provide me with horrible service. I have many times considered going to Vodacom there you get the service you pay for, I think this was the cherry on the cake to finally push a loyal client to move.</p> <p> </p> <p>Please can I have clarity as to what is actually going on , If I don’t get a response from this Customer Care I will be taking this further.</p> <p> </p> <p>Regards,</p> <p> </p> <p>Antoinette Botha</p> <p> ********** 333 - Contract number</p> <p> </p>