Upgrade Issues/False Promises and lack of customer service - disgusting!!!

Item: MTN South Africa
Rating: 1
Author: anna L

3 months after lodging my initial complaint the problem is not sorted out. The only time I even get a response is when I lost on Hello Peter.

I upgraded my cellphone contract 3 1/2 months ago and requested a booster data bundle to my monthly contract. The voice recording of the phone call will confirm this. Yet it was not added, since my first top up on the contract I have not received this additional service I requested.

I have complained about this to the call centre who apparently will sort it out and yet again today it has not been. I refuse to buy additional data at twice the price when I should be receiving this in my normal monthly top up.

This is truly terrible customer service and utter nonsense. I have contacted MTN over 10 times via phone and 6 complaints on Hello Peter with no solution.

Therefore MTN you have 48 hours to resolve this issue or I will be left with no choice to cancel both lines I have with you with immediate effect and move to another service provider, sad considering I have been with you for over 6 years now. You do not provide me with the service I require and thus you are in breach of contract.

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Replies (1)

anna L's updateReviewer Update

10 Jul 2018, 09:56

Official private business reply Dear Anna, Thank you for taking the time to tell us why our service failed to meet your expectations. We value your business, and would like to address your concerns as quickly as possible. I understand your frustration, and I sincerely apologize for any inconvenience we have caused you. Please know that I will personally be handling your case, and will be in contact with you on a regular basis, until this issue is resolved to your satisfaction. It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again. Thank you again, for your honest feedback. I hope to have the pleasure of serving you again in the future. Sincerely, Willem Jnr Loots MTN Complaints Management. Team ****4 weeks down the line and still nothing - MTN this is truly disgusting. I actually cannot believe this incompetence. How after almost 5 months this cannot be resolved??? ***

anna L's update10 Jul 2018, 09:56

Reviewer Update