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Nella M

1 reviews | Active since May 2016

06 May 2016, 10:20

Useless call centre personnel manning MTN 's telephone application service

For over four weeks now we have been trying to apply for and receive a new contract and phone from MTN using the telephone service because we live in a small town. After the vetting period (a few days) and being initially advised that the wrong package was approved, the right package was finally approved. For the past three weeks, we have been doing almost daily telephone follow-ups t find out when the application process will be completed and the phone dispatched. Its frustrating to deal with call centre staff who don't know what they are doing in two cities, Johannesburg and Cape Town. We never know which centre we will end up in. We have a name - Anna - in Johannesburg I think, is useless. Daily this week she has promised to 'get back to me', but she has not. Shall we drop the process altogether? If the customer care is an indicator of the quality of services at MTN we may as well not bother. I have a reference number for this case if anyone at MTN cares to follow up.

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Replies (2)
MTN South Africa
MTN South Africa's reply11 May 2016, 09:08
Official

Thank you for your post.

We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.

Kindly note that the matter has been referred to the management team of MTN direct division for urgent attention. They will investigate using the ref number you have provided and revert to you with feedback and a way forward.

Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.

Regards

Nompumelelo

REQ:***

NM
Nella M's update23 May 2016, 07:15
Reviewer Update
Dear Nompumelelo, Since your response there has been some movement on the MTN side. A phone was delivered on Thursday 19 May. I am even more frustrated now as not only was the phone the incorrect one (iPhone 6s and not the 6s Plus that was ordered), the data and airtime package was wrong as well. I am not sure how this mistake was made, as over the two month period we were trying to apply for the phone, we repeatedly confirmed the details of the phone we wanted with Anna Mapulane. The week before the phone was finally delivered, I personally gave the phone details and package specifications and price to Vusi Dube - he was very helpful and patient. I asked Mr Dube to repeat the information back to me and he did. If he had the correct information at the time of ordering the phone, it boggles the mind how the wrong phone altogether could have been dispatched. This morning the level of our interactions with MTN Telephone Service reached an all-time low. I phoned in to find out where the mistake had been made and get help with rectifying it. I had the unfortunate luck of having Nombuso (she refused to tell me her surname despite several requests on my part) answer the phone. Not only was she unhelpful, she was consistently rude! The conversation ended with Nombuso telling me I could complain wherever I wanted and hanging up on me as I was again asking for her surname so I could take her up on her advise to complain. MTN, I'd like to know how I can go about returning the phone - the box is unopened and the seal is intact. The sim card has not been activated. We'd also like to know how we can cancel the contract altogether and take our business elsewhere as this does not seem to be working out.