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Nonhlanhla G

1 reviews | Active since Aug 2017

02 Dec 2017, 13:18

Worst service when handling refunds

I have been waiting for a refund from MTN on a ********** upgrade that was done by one of the employees, Siphelele Zuma, beginning of the year reference number ********** . Please refer to my previous communication for last month, latest one being on 28 November 2017. I just don't understand why it takes such a long time to refund the customer even though the initial amount keeps on reducing every month. The ***** query was closed on 10 April 2017 ref numbers ********** 25 and ********** 60. I have been phoning almost every month/week requesting for a refund; recent phone calls on 2 September, 29 September, 4 October, 23 October, 8 November when I was told by Wendy that the mount is no longer 1912-90, has changed to R1 540-80. Why?? I phoned again on 28 November and spoke to Nosipho who advised me that I must phone again on Thursday to enquire whether the refund has been done to my bank account. Todate nothing has been credited to my account. I have noted with disappointment that you did not process the November debit order, honestly please tell me why. I want that money to be paid back to me, it does not belong to mtn.

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Replies (2)
MTN South Africa
MTN South Africa's reply06 Dec 2017, 15:30
Official

Good day Nonhlanhla,

Thank you for bringing this matter to our attention.

We sincerely apologize for any inconvenience caused as a result of this and assure you that it is not our intention to displease you.

Please note according to records on your account a refund was sent to your MTN account, this refund was erroneously duplicated and has been used to keep your account up to date.

Note that should a request be sent for the refund to be sent to your bank account our banking team can practice their authority to decline, should they approve this will then cause your MTN account to be in arrears.

Regards
Charelle Brockman
MTN Complaints Management Team.

Best regards,

NG
Nonhlanhla G's update07 Dec 2017, 18:45
Reviewer Update
Hi Charlene, I am very very disappointed with your response. Firstly, I have a debit order that is going through every month and has never been dishonoured. Secondly, this ***** was not my mistake. So the money was taken against my will. As a client I have a right to be refunded that money unless if its your policy to promote ***** and you do not care about the dilema you are putting your clients through. To tell me that your banking team has authority on the money that was debited from my account **********ly its shocking. As I stated earlier, the money in my account is budgeted for my own needs. I want that money to be paid back to me. The debit order has not been cancelled. Also, please email me my mtn statement showing that the refund was duplicated.