EM
Elize M
1 reviews | Active since Jan 2010
02 Nov 2017, 15:27
Upgrade of contract - new cellphone not received
My contract with MTN was due for upgrade at the end of July 2017. I received a call from MTN Direct and my contract was renewed and included a new Samsung Galaxy cellphone. I have since then received a few calls from the delivery company that promised the delivery of my new phone but I am still waiting for it. Since August my banking account was debited with the new installment according to my new contract but until now I have not yet received the phone! I have also placed a stop payment on the debit order as I am not prepared to pay for a phone that I don't have! I went to the MTN outlet in Westgate (twice !) and Clearwater Mall without any luck. I have phoned the MTN Direct call center on numerous occasions where my call was transferred from one agent to another without luck. MTN has the worst client service I have ever encountered!! It doesn't deserve the one star I rated it!!
Helpful (0)
Replies (3)0
Replies (3)EM
Elize M's updateReviewer Update
08 Dec 2017, 10:18Willem My problem is still not sorted out!!! Nobody contacted me from MTN and my phone was disconnected as I am refusing to pay R442 per month for a phone that I don't have!!! Please sort this out!!!!! I keep on phoning MTN but they only refer me from pillar to post ! PLEASE!!!!!!
Elize
EM
Elize M's update08 Dec 2017, 10:18
Reviewer Update
Willem My problem is still not sorted out!!! Nobody contacted me from MTN and my phone was disconnected as I am refusing to pay R442 per month for a phone that I don't have!!! Please sort this out!!!!! I keep on phoning MTN but they only refer me from pillar to post ! PLEASE!!!!!!
Elize
EM
Elize M's updateReviewer Update
08 Dec 2017, 13:53Official private business reply
Dear Elize,
Thank you for your post.
We apologize for the inconvenience that you have experienced with our deliveries. We completely understand the frustration it has caused.
We have introduced new systems with a view to improve services- these have led to our customers having to wait for their consignments much longer than what the process permits. We have reverted back to the old system to correct this error to restore services due to our customers. This may however take a bit of time to resolve.
We apologise immensely for this incident and the service you have received from us thus far. Do note that we are actively trying to resolve this matter and your patience is highly appreciated while we correct this shortcoming.
You will be contacted, please bear with us during this process.
Thank you.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
EM
Elize M's update08 Dec 2017, 13:53
Reviewer Update
Official private business reply
Dear Elize,
Thank you for your post.
We apologize for the inconvenience that you have experienced with our deliveries. We completely understand the frustration it has caused.
We have introduced new systems with a view to improve services- these have led to our customers having to wait for their consignments much longer than what the process permits. We have reverted back to the old system to correct this error to restore services due to our customers. This may however take a bit of time to resolve.
We apologise immensely for this incident and the service you have received from us thus far. Do note that we are actively trying to resolve this matter and your patience is highly appreciated while we correct this shortcoming.
You will be contacted, please bear with us during this process.
Thank you.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
EM
Elize M's updateReviewer Update
08 Dec 2017, 13:54elize123: privately
Dear Willem Sorry, but this is still unacceptable! Any big company as MTN should have at least contacted their customers to apologise for the problem but it seems that MTN is not even aware of my problem or can their staff sort the problem out! I would therefore like to cancel my contact with MTN with immediate effect. I'm prepared to pay for the services rendered but I'm no longer prepared to have a contract with a company that can't provide the very basic service! Elize Maas
EM
Elize M's update08 Dec 2017, 13:54
Reviewer Update
elize123: privately
Dear Willem Sorry, but this is still unacceptable! Any big company as MTN should have at least contacted their customers to apologise for the problem but it seems that MTN is not even aware of my problem or can their staff sort the problem out! I would therefore like to cancel my contact with MTN with immediate effect. I'm prepared to pay for the services rendered but I'm no longer prepared to have a contract with a company that can't provide the very basic service! Elize Maas