NJ
Noerria J
1 reviews | Active since Jun 2017
22 Jan 2018, 15:12
Upgrade Cancellation
I did an upgrade via MTN direct December 22nd. Consultant called me numerous times to do the upgrade as it was due which I eventually agreed to. I decided to cancel the upgrade as I wanted to change it for a different handset. It's now a month and this has still not been resolved and I'm being billed according to the new contract and I don't even have the handset. The handset was returned to sender on January 4th but it's still not showing on the system which according to the consultant is probably at the warehouse. I can't proceed with the cancellation until the handset is back with MTN. The consultant responds to my messages when he feels like it and has not once contacted me to inform me of what's happening. I think this is ridiculous and why is this taking so long!!!
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MTN South Africa's replyOfficial
23 Jan 2018, 15:56Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
The matter has been escalated to MTN direct supervisory team for urgent resolution. They will contact you directly with feedback and an action plan.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Regards
Mike Ramaboka
Complaints Management Team
Best regards,
MTN South Africa's reply23 Jan 2018, 15:56
Official
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
The matter has been escalated to MTN direct supervisory team for urgent resolution. They will contact you directly with feedback and an action plan.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Regards
Mike Ramaboka
Complaints Management Team
Best regards,