MH
Martin H
1 reviews | Active since Jan 2015
04 Jul 2018, 09:21
Upgrade problems
I did an upgrade on my contract on 19 June 2018 and since then I haven`t received my pro-rata minutes. I have opened tickets/faults on numerous occasions and every time they tell me it has been resolved but I still haven`t received my minutes. On 20 June 2018 I went to the Woodlands branch and the staff was uneducated in the process and not very helpful. I had to tell them how the process works and what to do. They took my number and told me that the ticket was opened. I only found out on 21 June when visiting the Menlyn branch and calling 135 that no ticket was opened. The employees at the Menlyn branch quickly assisted me but this didn`t bare any fruit. On 27 June 2018 after numerous visits to the Menlyn branch the manager, Owen, assisted me and he immediately saw that I haven`t received the minutes and that there is a problem. Owen said he is going to open a ticket to have a look at the migration. On 02 July 2018 I went to the branch again to seek feedback as I haven`t received any yet. Still no feedback and the lady assisting me couldn`t find the ticket that was supposedly opened on 27 June 2018. The lady (Kgothatso Kgaphola) was very helpful and informed me on 03 July 2018 she unfortunately doesn`t have any feedback. I have been out of minutes since 19 June 2018 and MTN is not fixing the problem. Their back office seems to be ***********.
I had my doubts of upgrading with MTN again and this has confirmed it. DO NOT USE MTN.
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Replies (2)
MTN South Africa's replyOfficial
05 Jul 2018, 06:30Good day Martin,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please note that the reason that there has been no response to you query is due to your invoice not being closed as yet. Your invoice date is the 11th of every month. Once your invoice has closed, our billing department can investigate your complaint.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
MTN South Africa's reply05 Jul 2018, 06:30
Official
Good day Martin,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please note that the reason that there has been no response to you query is due to your invoice not being closed as yet. Your invoice date is the 11th of every month. Once your invoice has closed, our billing department can investigate your complaint.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
MH
Martin H's updateReviewer Update
05 Jul 2018, 08:41That is ridiculous!!!
So MTN doesn’t do the upgrade properly.
I don’t receive my minutes and need to wait until my invoice date. I am sure MTN will invoice me the whole amount aswell.
Another battle to get the money bac****!
This is rediculous.
MTN should be able to go and check if the upgrade is loaded correctly!
I STILL DON’T HAVE ANY MINUTES ON MY PHONE!!!!
MH
Martin H's update05 Jul 2018, 08:41
Reviewer Update
That is ridiculous!!!
So MTN doesn’t do the upgrade properly.
I don’t receive my minutes and need to wait until my invoice date. I am sure MTN will invoice me the whole amount aswell.
Another battle to get the money bac****!
This is rediculous.
MTN should be able to go and check if the upgrade is loaded correctly!
I STILL DON’T HAVE ANY MINUTES ON MY PHONE!!!!