1 reviews | Active since Aug 2016
Very poor Head office Service
<p>I recently upgraded my account, and as part of whihc MTN gave me a 2gig ++ free bundle for 12 month promo, but at HO they billed me for this, early last month I picked it up and reported it via the store to be fixed. HO did nothing for the month but auto close the Log. the stow had to create a new log it to get it fixed with a credit note. I paid the correct amount (and a bit extra) as suggested by MTN. Now they suspend my account. I have been back to the store over 10 times to get this resolved, and now the internal number that is given the store to phone just plays music and no one answers. All the while I now sit with a suspended accound thanks to what appears to be incompetence at Head Office. Very poor customer experience to say the least!!!!</p>
So the only way to get back online, was to go pay (what I did not owe, in fact MTN owes me) while MTN sorts their mess out. Sadly the poor assistants at the store got as frustrated with their own company as I did, which is a very poor show on MTN’s part. In this case the customer is out of pocket to fix a mistake MTN made in the beginning, and due to Head Office / backoffice not correctly fixing the problem the first time, the customer has to wait another entire month for things to be rectified. Shame on you people in the Head Office / backoffice, you not only let the customer down, but also fellow staff that are out there facing the customers every day.
So the only way to get back online, was to go pay (what I did not owe, in fact MTN owes me) while MTN sorts their mess out. Sadly the poor assistants at the store got as frustrated with their own company as I did, which is a very poor show on MTN’s part. In this case the customer is out of pocket to fix a mistake MTN made in the beginning, and due to Head Office / backoffice not correctly fixing the problem the first time, the customer has to wait another entire month for things to be rectified. Shame on you people in the Head Office / backoffice, you not only let the customer down, but also fellow staff that are out there facing the customers every day.
I’m missing the original req number but the one I do have is ********** , that was closed saying credit note was done. I have made the store log another one ********** complaining about the fact that I was suspended, Head office’s slow to none existent service meant that the credit note only got done after the first of Aug. (Like I said a month of doing nothing) and apparently will only reflect end Aug. So although MTN owes me money their system still suspends me.
I’m missing the original req number but the one I do have is ********** , that was closed saying credit note was done. I have made the store log another one ********** complaining about the fact that I was suspended, Head office’s slow to none existent service meant that the credit note only got done after the first of Aug. (Like I said a month of doing nothing) and apparently will only reflect end Aug. So although MTN owes me money their system still suspends me.
Thank you for your post
We sincerely apologize for any inconvenience you may have experienced with our service.
Please be advised that a credit of R633.30 (incl. vat) has been passed to your account on 2016-08-10.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ: **********
Thank you for your post
We sincerely apologize for any inconvenience you may have experienced with our service.
Please be advised that a credit of R633.30 (incl. vat) has been passed to your account on 2016-08-10.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ: **********