1 reviews | Active since Apr 2019
Uninformed agents
Hi I just like to say that service that I pay for is off world class standard signal everywhere I go unlike vodacom who doesn't have any signal in my area when there's loadshedding yes I have a contract with them as regrettably..however as I customer I'm not happy with the level of service that I was provided from your 135 contact center as I feel as if they are not trained well enough..I had a billing issue for the second time this year 1st back in feburary and now April my payments were made on time both times however it didn't reflect on your system as the payment was made online via the mtn app the first time my line was suspended I didn't think much of it I simply called however nobody was able to assist me so I decided to go the Curnubia store were I was assisted and the gentleman logged a escalation and it was sorted within 24hrs and I was a happy customer again..now it happen again this time so i called figured that it might be a common problem so the agents should be able to deal with it but no this was the worst experience i ever had when i requested to speak to a manager i was told to contact another number which i did turned out to be activations department..then I got the run around again I then called the 135 number again hoping to speak to a manager and was told managers are busy tending to escalations and was placed on a 20 minute hold the agent didn't break the hold to refresh and to make sure I'm still on the line so I decided to hand up i went the curnobia store again the lady that assisted me was very kind and logged an escalation issue was sorted..I questioned one of the representatives to see if they know how the app works she failed to explain that to me when I asked making payment..i hope this message reaches someone who can assure me that it won't happen again the only reason why i pay via the app is because my pay day is different from the due date and I dont want any suspensions..seen the fact that this is your app and is owned by mtn I figured that payment will reflect instantly..I'm not a dissatisfied customer just disappointed as I think if the call center staff is properly trained by mtn this wouldn't be an issue..this is one of the problems that arise from outsourcing to other call centers
Thank you for bringing this to our attention.
We apologise for your inconvenience experienced due to the unprofessional behaviour of our employee. It was thoughtful of you to inform us about the incidence promptly and brought it to our notice, which provides us a chance to deal with this undesirable behaviour.
We will also like to bring it to your kind attention that, all our employees are well trained in dealing with the customers and to provide them most efficient services. We assure you, such problem will not arise again and our employees will be extra careful while dealing with our valued customers.
This matter has been escalated to the relevant management team for urgent attention.
If you are making payment from the MyMTN app from your Bank to different financial institution it will take up to 48hrs to be allocated to your account. This is unfortunately something that is managed by the banks as we are unable to speed up the process.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention
Warm Regards
Sizwe Schoeman Complaints Management team
Best regards,
Thank you for bringing this to our attention.
We apologise for your inconvenience experienced due to the unprofessional behaviour of our employee. It was thoughtful of you to inform us about the incidence promptly and brought it to our notice, which provides us a chance to deal with this undesirable behaviour.
We will also like to bring it to your kind attention that, all our employees are well trained in dealing with the customers and to provide them most efficient services. We assure you, such problem will not arise again and our employees will be extra careful while dealing with our valued customers.
This matter has been escalated to the relevant management team for urgent attention.
If you are making payment from the MyMTN app from your Bank to different financial institution it will take up to 48hrs to be allocated to your account. This is unfortunately something that is managed by the banks as we are unable to speed up the process.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention
Warm Regards
Sizwe Schoeman Complaints Management team
Best regards,