SM
Suraya M
1 reviews | Active since Feb 2018
01 Feb 2018, 10:49
Upgrade/Cancellation
We have requested an upgrade already in December and we are still waiting for the device we then requested to cancel the upgrade and apparently the device has been sent through but it is three weeks now and we still await a device, please assist to cancel this upgrade immediately as we are tored of Mtn’s poor service
Number in question: ********** 131
Kindly contact me on: ********** 299
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MTN South Africa's replyOfficial
02 Feb 2018, 13:12Good day Zubeida,
Thank you for your post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
Kindly be advised that the upgrade on *** was reversed on 2018-01-29 as per our records and your contract termination date has also been reversed back to the original date (2017-10-11). This contract will now run on a month-to-month basis until a cancellation request has been received or an upgrade is processed at an MTN store or through MTN Direct on ***.
Please note that we require a 30 days' notice for contract cancellations should you wish to terminate the number completely from the network and should you wish to convert the number to prepaid, you can call in anytime from now as prepaid migrations are actioned immediately upon request.
As per the revised business processes, all cancellations are now done through our call centre so kindly be advised that you will need to call 808 and select "Option 4" from the voice menu to be transferred to the cancellations department.
NB* Kindly be advised that you will forfeit all remaining rand value airtime, data, minutes and/or SMSes upon prepaid migration. It is therefore recommended that you use up all or most of your balances prior to migrating to prepaid.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
MTN South Africa's reply02 Feb 2018, 13:12
Official
Good day Zubeida,
Thank you for your post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
Kindly be advised that the upgrade on *** was reversed on 2018-01-29 as per our records and your contract termination date has also been reversed back to the original date (2017-10-11). This contract will now run on a month-to-month basis until a cancellation request has been received or an upgrade is processed at an MTN store or through MTN Direct on ***.
Please note that we require a 30 days' notice for contract cancellations should you wish to terminate the number completely from the network and should you wish to convert the number to prepaid, you can call in anytime from now as prepaid migrations are actioned immediately upon request.
As per the revised business processes, all cancellations are now done through our call centre so kindly be advised that you will need to call 808 and select "Option 4" from the voice menu to be transferred to the cancellations department.
NB* Kindly be advised that you will forfeit all remaining rand value airtime, data, minutes and/or SMSes upon prepaid migration. It is therefore recommended that you use up all or most of your balances prior to migrating to prepaid.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,