THIS IS NOW THE FOURTH COMPLAINT - CALL OPEN SINCE 8 OCTOBER 2016 - MTN EMPLOY PEOPLE WHO CLEARLY DO NOT KNOW WHAT THEY ARE DOING!!!!!! Complaint regarding packet switched data calls

Item: MTN South Africa
Rating: 1
Author: TWE T

Dear MTN I over 2 weeks ago lodged a query and complaint in respect of my Grandmother's MTN telephone line being suspended with NO notification at all being received from you. During the call we were advised that the line was suspended due to packet switched data calls however no details are on her itemised bill nor has anyone at all come back to us about the complaint. You severely effected the health and safety of a 75 year old ill woman and I demand an explanation as to how MTN does things like this, refuses to deal with complaints and refuses to revert to client queries. IT IS NO WONDER YOU ARE BEING SUED BY NIGERIA AND WE STILL RESERVE OUR RIGHTS TO CLAIM DAMAGES FROM MTN DUE TO YOU ENDANGERING MY GRANDMOTHER! Maybe now I will receive the courtesy of a response or perhaps I will just issue the summons! Stupid reply received 19/10/2016 Official business reply Thank you for bringing this to our attention. We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes. On our records, its showing that the account is active. Rest assured, it is not our intention to displease you. We do look forward to improving on the service delivery to you. Regards Winnie REQ: ********** Reply posted 19 October - STILL NOT RESPONDED TO!!!! Where did I ask about the contract status being active? I recorded "I over 2 weeks ago lodged a query and complaint in respect of my Grandmother's MTN telephone line being suspended with NO notification at all being received from you. During the call we were advised that the line was suspended due to packet switched data calls however no details are on her itemised bill nor has anyone at all come back to us about the complaint. You severely effected the health and safety of a 75 year old ill woman and I demand an explanation as to how MTN does things like this, refuses to deal with complaints and refuses to revert to client queries. IT IS NO WONDER YOU ARE BEING SUED BY NIGERIA AND WE STILL RESERVE OUR RIGHTS TO CLAIM DAMAGES FROM MTN DUE TO YOU ENDANGERING MY GRANDMOTHER! Maybe now I will receive the courtesy of a response or perhaps I will just issue the summons!" THIS IS EXACTLY MY POINT. YOU HAVE RESPONDED WITHOUT EXPLANATION AND THIS IS COMPLETELY AND UTTERLY RIDICULOUS! CAN YOU PROVIDE US WITH FEEDBACK ON THE TWO OPEN TICKETS AND THIS COMPLAINT! Good Day , Thank you for bringing this matter to our attention. Please accept our sincere apologies for any inconvenience caused. Kindly request the Account Holder to contact our Customer Care on 808 and request for a URL report. The Itemised Billing only shows the Internet sessions ,the date/time of those sessions and the volume of data used. This report will show sites visited during this month. Only the Account holder can request for this information which will be send by the Billing department. A request will be logged by a Call Centre agent to the Billing department who will then forward the Report to the Account holder. Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you. Kind Regards, Itumeleng REQ: ********** The Account Holder did call in and request this nearly a month ago. Why has it not been received? DOES ANYONE AT MTN CARE TO ACTUALLY READ THE COMPLAINT ABOVE, READ YOUR CALL LOGS AND ACTUALLY REPLY TO A CLIENT QUERY! YOU SHOULD NOT HAVE A JOB IF YOU CANNOT ANSWER CALLS AND COMPLAINTS AND RESOLVE PROBLEMS!!!!!!!!!

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