Tickets that are opened and closed as "resolved" without resolution - disappearing data worth R1000's
PLEASE will you start employing customer service staff who actually WANT to be ambassadors for your brand by serving paying customers!? My contract data 4GB anytime data loads on the 27th…for over a year, it has always lasted me around 21days where after I will top up another 1.5-2GB to carry me through …HOWEVER as of 27 Sept the data is “disappearing”. The staff in store MTN South Africa can’t find anything wrong, they advised I call customer care.
Customer care direct me to the app which, with them holding on the line and my data “used up”, was reflecting ZERO data used. Which they managed to get working only to find that the amount used DOES NOT ADD UP to the higher amount of data loaded in the same time period in question… yet I am constantly out of data suddenly - for the 2nd month in a row after 15 months of no problems and no change in usage behavior… 🧐😠
At this point I had already spent over R1000 extra topping up various amounts of data (see pics) only to have the amount regardless of how many GBs ranging from 3.5-12GB always disappearing within 4-5days. This is coupled with the fact that I’m on WiFi at work and home 90% of the time. Data bundle suddenly goes from 50% used (in 3days) to “used up” within 5minutes just reading a WhatsApp. HOW??
NOTE: I have no apps open or running in the background and am often on WiFi when I am notified that I’ve run out. Impossible and not on! The worst part?? I had to practically beg customer care to log a ticket over the phone only to find when I went back in store that the ticket was “resolved” with no notes/solution/outcome.
Staff in store kindly logged a new ticket for me which was ALSO then closed within days with no resolution AND my 4GB data is once again VANISHED Who do I go to now? Have your staff been trained how to log tickets? I wasn’t even asked for comprehensive information/screenshots/etc which I imagine your technical support team would need in order to investigate. Why does no one get back to me?