Worst customer service I've ever experienced!!!

<p>Good evening everyone. I would just like you all to know what an absolutely appalling network MTN is and how horrific their service is. if anyone has anything complaints to add i urge you to comment or post your own complaints too!!!!!!!!</p> <p>I sent the following email to MTN's head office to complain about their service and because I was completely out of options seeing as none of their staff would help me!</p> <p>"MTN store 0117.</p> <p>To whom it may concern</p> <p>My name is James Peter McKenzie, I took out a contract with<br />MTN on the 28/02/2015 in your La Lucia branch and was assisted by Abdool Hadhi Khan. I was assisted by 'Hadhi' on the day I went into the La Lucia branch to inquire about a contract for the new Sony M2 Aqua. Hadhi explained all the ins and outs of the contract for the Sony M2 Aqua to me and then proceeded to send through an application for me. Hadhi also asked me what type of contract I would like and i informed him that I would like a PRE-PAID CONTRACT( which i insisted on multiple times), which he then said that he would give me (and assured me multiple times that it would be PRE-PAID). According to the agreed upon terms of the contract I was supposed to receive 100mb, 100 sms',100 free minutes with a PRE-PAID service. A few days after submitting<br />my application, I had not heard anything from Hadhi and decided to go back into the store to see what was happening with regards to my new cellphone contract. Upon visiting the store I discovered that my contract had been proved and was given my phone as well as a copy of my contract by a consultant named Ester. She<br />again asked me about what type of contract I would like and i once again insisted that I want a PREPAID contract. She also offered me cellphone insurance for my new Sony M2 Aqua which i gladly accepted because of prior difficulties(NB: specifically requested INSURANCE because of the fact that the cell phone warranty/guarantee would not cover water and screen damages, the consultant assured me that my new INSURANCE POLICY would cover all the above). She handled all the documentation for both cell phone and insurance contracts and showed me the different tariffs for both contracts, after choosing the coverage amount(R5,000) that i wanted, she told me what I would be<br />paying for my phone with insurance for each month( insurance R72 and cellphone R259.01), i gladly accepted and signed all paperwork with her present(the consultant informed me that the payment for both my cell phone and my insurance will be debited off my account as one amount!!!!!).</p> <p>The very first premium that was debited off my account was on the 07/04/2015 and was R308.26.<br />The next amount that was debited off my account was then R1210.13 which came as a huge shock to me. I was furious so i went to your La Lucia branch to inquire about this grossly overcharged debit. I was then informed by your consultants that i was in fact NOT on a PRE_PAID contract but on an OPEN contract which is NOT what I had asked for. Regrettably your staff were very unhelpful and told me that they would do an account inquiry to see if it was possible to pay me back for the<br />overcharged amount. They told me to wait for them to contact me<br />regarding this issue and so I waited for about a month with no<br />response from them whatsoever. I then went back into your store and was told that there is no record of an account inquiry being launched. This made me extremely furious and i demanded for someone to do something about it. To this day I have still NOT BEEN HELPED!!!!!!!!!!<br />The next amount that was debited was on the 08/06/2015 and was R842.86 which was once again a gross overcharge. Again I had to go into your store and AGAIN I WAS NOT HELPED! Because of the absolutely disgusting service that I received I stopped going to your store and because nothing was being done anyway.</p> <p>Recently (March '16) my cellphone's screen stopped working so I<br />reluctantly had to go back to your La Lucia branch to get it repaired.I went there still under the impression that I have cellphone insurance (as I had requested and signed for). When I spoke to one of your consultants he told me that i do NOT have insurance which of course came as a huge surprise to me as i had all the hard copy documentation as record of my insurance that i had signed for. They once again sent me on a wild goose chase that lead nowhere and left me waiting for feedback AGAIN. No consultant wants to help me and they keep telling me that I must deal with Hadhi who is never there. All your consultants are just pointing fingers at each other and telling me a million different stories that don't add up for instance the consultant that gave me my contract keeps avoiding me (by running into the back office and staying there) every time I come into the store and when I tell that to whoever is helping me they just say that they will launch an investigation into it and contact me later. Then they also tell me that the same consultant who gave me my contract was not<br />working for MTN at the time when I received my contract.I also find it very disturbing that there is never any management in that store and whenever I ask for the manager they tell me he is not there and cannot be contacted. I do not understand how this could be an acceptable service standard! I have been very patient and have tried to give your company the benefit of the doubt but I can no longer accept this insolence.</p> <p>I AM STILL WAITING FOR FEEDBACK AND HAVE RECEIVED NOTHING YET AGAIN!</p> <p>I would like you to please reimburse me for the overcharged debits and to repair my cellphone!! If you are unable to do that then I would like you to give me a new cellphone ASAP!!!!</p> <p>Sincerely,<br />James McKenzie"</p> <p>I sent this email on Sat, May 7, 2016 at 2:13 PM and was contacted by Hadhi on Monday, May 9, 2016, 12:00 PM. Hadi said to me that he had been told to contact me and to help me with my above stated concerns. He then said that I must bring my cellphone through so that he can send it in for repairs and promised me that he would do it under warranty.</p> <p>When I went into the store to hand in my phone Hadhi was once again not there. Ester and Tracey helped me again and then tried to make me sign a form saying that I would pay for the repairs on my phone. I then refused to sign it and they said that they would let Hadhi deal with it as they did not know any particulars about my situation. I then requested that they give me Hadhi's number so that I can contact him personally. Ester then gave me two numbers, one for the store and one that was allegedly for Hadhi. A few days later I had not heard anything from anyone at MTN and decided to contact Hadhi on the numbers that were given to me. After phoning several times a day for about a week and never getting through to him, I went back into the store only to be told by another consultant that both numbers have not been working for quite some time. I was of course furious as I was then given these numbers under false pretenses!!!!</p> <p>On the 23rd of May at 13:21pm I received an sms from MTN stating that I owe them R330.00 for assessing my phone. This was however not what had been discussed as Hadhi had promised me that he will have it assessed for free. Again I went into the store and Hadhi was once again not there, another consultant helped me and informed me that my phone can not be repaired and that they are waiting for insurance to contact them with further information. He also said that I might have to back pay insurance for the months I had missed (because of Ester not sending through my application)(they also tried to add it to my contract amount without my consent) or that they would pay it for me seeing as it was their fault. He said that once they have back paid the updated amount for the insurance that I would be able to choose a brand new phone within the R5000 bracket.</p> <p>After that I waited patiently with no response from anyone from MTN. On the 27th I once again went into the store to get some kind of an update on what was happening (note that since the 9th nobody has contacted me.) and was told by Ester that insurance is refusing to cover my phone as it is to far into the contract for me to now get insurance. She then said that I must just wait and that they are trying to ORGANISE me a DEMO phone from Sony and if they are unsuccessful in doing so they would" take it up with MTN" (don't even understand how that can be acceptable). ( Have still not received any information on the money that they owe me and every time I enquire about it they dodge my questions and always say that they will investigate but they never do!)</p> <p>To this day I have still NOT BEEN CONTACTED by anyone from MTN and what makes it even worse is that throughout this entire ordeal I have never been contacted by any form of management!</p> <p>This is disgusting service to say the least and I would strongly advise everyone to stay away from MTN's network.</p> <p> <br /> </p>