Worst Customer Service: **** to, Time Waisted, Ignored
<p>MTN made a mistake on my bills, not updating it according to my instructions. The invoices with the incorrect details are a problem for me as I'm provisional tax payer and I can't claim expenses from invoices that have my old employer's details on them. This mistake is beside the point, because after contacting MTN, I was told different stories, with some consultants telling me that a.) the bills could not be changed and and b.) that they could be changed and that someone from the billing department would call me.</p> <p> </p> <p>This is the problem. A month of calls and and hours wasted. Despite promises that someone from their billing department would call back - no one called. I escalated to my account manager (Arthur Khambule), who sent me the same unedited invoices, despite a clear explanation of the problem. I then get referred to the Corporate Consumer team, who tell me there will be no revision of invoices, without any explanation, signed, "MTN Credit Management" (so nice when you can send anonymous emails to customers).</p> <p> </p> <p>After being *****ed around for 2 months, being told one thing, and another thing, I have had enough and expressed as much. I initiated contact with MTN's retentions department to request cancellation of my contract because of the terrible service I have received. I have received no engagement, only an ******ionate offer to end my contract for the full remaining value - again, ignoring any failing on the part of MTN!</p> <p> </p> <p>My last email was over 2 weeks ago and has gone unanswered. I'm sick of MTN's terrible service and want out of my contract. Incompetence, time-wasting, lies, ignoring your customer and ******ion. I would steer clear of contracts with MTN, if I were you.</p>
Hi Alice,
Thanks for the private message. Yes, this was the address which MTN failed to update my invoices to when I first requested these changes - I have records of these now, and an email from the agent in question, who concedes the error.
This is not the issue, however. The issue is the treatment I have received since - broken promises (or lies), time-wasting along a line of endless escalation, dragging of heals and anonymous feedback from your retention department who won't respond to the content of my emails.
The problem is that I'm driven to write to you here because otherwise, MTN as a service provider is unresponsive.
Please advise on termination of my contract with terms that concede MTN's failings as a service provider.
Hi Alice,
Thanks for the private message. Yes, this was the address which MTN failed to update my invoices to when I first requested these changes - I have records of these now, and an email from the agent in question, who concedes the error.
This is not the issue, however. The issue is the treatment I have received since - broken promises (or lies), time-wasting along a line of endless escalation, dragging of heals and anonymous feedback from your retention department who won't respond to the content of my emails.
The problem is that I'm driven to write to you here because otherwise, MTN as a service provider is unresponsive.
Please advise on termination of my contract with terms that concede MTN's failings as a service provider.