BK
Braam K
1 reviews | Active since Nov 2017
20 Feb 2018, 15:35
Ultimate Arrogance
A 74 year old family member ends up in a hospital far away from her family. While she is in hospital, weak and unable to walk at all, her cellphone gets ****** form around her neck while she is asleep in the night. A family member drives a long distance and get her written permission to go to an MTN outlet and get her a new SIM card. The MTN outlet personnel assist and said that it will take 2 to 24 hours to activate the new SIM card, and they place the letter of permission for the family member to act on her behalf on record. The family member inserts the SIM card for the old lady in the hospital, and drives the long distance back home. 26 hours later the family member tries to call the lady in the hospital, but the SIM is not activated. Call MTN call centre, all the family member wants to know when is the SIM card going to be activated, that is all, not asking for any service or to change anything at all on the contract, simply just a reply that the SIM will be activated or not. Point blank refusal for any cooperation at all, ultimate arrogance to the caller, despite having permission to act on the lady's behalf. What do the family member get told: TELL THE LADY SHE MUST PHONE HERSELF!!!! How does someone call from a phone that is not working when MTN does not activate her legally acquired new SIM card????
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Replies (2)
MTN South Africa's replyOfficial
21 Feb 2018, 11:41Dear Braam,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused by the number not being activated on time.
We have tried to call you on the number you have provided to no avail.
Should this matter still not be resolved please send me an email on *** also include the written permission for the family member to act on her behalf of customer on the email. I will also need to the Sim number and the number you want back.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
MTN South Africa's reply21 Feb 2018, 11:41
Official
Dear Braam,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused by the number not being activated on time.
We have tried to call you on the number you have provided to no avail.
Should this matter still not be resolved please send me an email on *** also include the written permission for the family member to act on her behalf of customer on the email. I will also need to the Sim number and the number you want back.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
BK
Braam K's updateReviewer Update
24 Feb 2018, 14:36Yesterday MTN Vereeniging again said, a week after they said it the first time, that they now had processed the new sim card, wait 2 to 24 hours (again, again, again 7 x 24 hours was waited) and now another 30 hours after is said to wait 2 to 24 hours for activation, the SIM card still is not working. PATHETIC 7 X 24 TIMES PATHETIC.
And do not ask me to send documents again, all the necessary documents were placed on line at Vereeniging.
BK
Braam K's update24 Feb 2018, 14:36
Reviewer Update
Yesterday MTN Vereeniging again said, a week after they said it the first time, that they now had processed the new sim card, wait 2 to 24 hours (again, again, again 7 x 24 hours was waited) and now another 30 hours after is said to wait 2 to 24 hours for activation, the SIM card still is not working. PATHETIC 7 X 24 TIMES PATHETIC.
And do not ask me to send documents again, all the necessary documents were placed on line at Vereeniging.