TA
Tania A
1 reviews | Active since Mar 2019
06 Mar 2019, 09:43
WORST UPGRADE EXPERIENCE EVER
I was on the black Friday contract 2 years ago. On the 4th of Jan I went to the Robertson branch to upgrade. I was told by Anrich I should take the Hauwei P20 Lite then I will still receive my 50g Data and 10 000 MTN TO MTN minutes, 200minutes and 2G data. So in total it would be 52G. I asked this consultant when I signed, why does it only state: 200minutes and 2G data on the contract. He explained to me more than once it's the code that he uses that will get me the extra 50G which I used to get. THIS IS THE ONLY REASON I SIGNED. I believed this consultant and after I asked him numerous times will I get 52G then monthly he still said yes. My husband was a witness to this as well. In Feb all of a sudden ALL my data vanished and suddenly I only receive 2G and 200minutes. Now I am paying MORE than I used to and get 75% LESS for more money monthly. I phoned the branch immediately and my first query was logged on 14 FEB. Anrich the consultant told me I am the 6th client with the same problem but they did log the query and will fix it. I kept receiving sms'es that the problem is resolved, but it never was. I phoned Head Office a few times and every time I got a Reference number and then a sms it's resolved. I sent numerous emails and nothing happened. I went to the Robertson Branch on Saturday the 2nd of March and got the WORST service ever!!!!!!! I phoned the area manager Jeanine and she tried to resolve this but is also now telling me sorry we can't do anything. The consultant gave FALSE information which I signed and now she can't do anything for me. THIS IS PATHETIC TO SAY THE LEAST. I AM DISGUSTED AND MTN IS ACTUALLY *****ING NOW FROM ME AND PUT CONSULTANTS IN STORES THAT DON'T KNOW WHAT THEY ARE DOING AND LETTING PEOPLE SIGN FOR STUFF THAT DON'T EXIST. My cell nr: ********** 365
I logged this query 14 Feb already and nothing has been done!!
This was explained to me and I am not receiving any of this. I also need to be refunded as I am paying and not receiving what I should
Hope you can assist.
Helpful (0)
Replies (2)0
Replies (2)
MTN South Africa's replyOfficial
07 Mar 2019, 08:40Good day Tania
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention. Therefore, rest assured that we have launched an enquiry with the Department that can assist with this and appreciate your patience while the investigation is underway.
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Warm Regards
Renall Chetty
Complaints Management Team
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention. Therefore, rest assured that we have launched an enquiry with the Department that can assist with this and appreciate your patience while the investigation is underway.
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Warm Regards
Renall Chetty
Complaints Management Team
Best regards,
MTN South Africa's reply07 Mar 2019, 08:40
Official
Good day Tania
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention. Therefore, rest assured that we have launched an enquiry with the Department that can assist with this and appreciate your patience while the investigation is underway.
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Warm Regards
Renall Chetty
Complaints Management Team
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention. Therefore, rest assured that we have launched an enquiry with the Department that can assist with this and appreciate your patience while the investigation is underway.
We sincerely hope that this is in order and hope that we are able to restore your faith in us.
Warm Regards
Renall Chetty
Complaints Management Team
Best regards,
TA
Tania A's updateReviewer Update
12 Mar 2019, 12:32Hi there
So 5 days has passed since your reply, and nothing has been done. In the meantime I sit without data? Do you take your clients serious or not? When I signed the upgrade I was promised MORE than once I will get 52G data and 200 anytime minutes. Now all of a sudden the package doesn't exist anymore and I get 2G data and 200 Anytime minutes. When I signed the package it stated 2G and 200minutes, but when I told the consultant I am not going to sign because it doesn't state 52G , he said no not to worry, it is the promo code I use that will give you the extra 50G. Either MTN has to fix this or the consultant will pay for my data as this is now taking far to long to be sorted out! FMZ Cellular doesn't care to fix this either and they are employed by MTN so I suggest you make a plan and please deliver customer service as this was the worst experience ever!
TA
Tania A's update12 Mar 2019, 12:32
Reviewer Update
Hi there
So 5 days has passed since your reply, and nothing has been done. In the meantime I sit without data? Do you take your clients serious or not? When I signed the upgrade I was promised MORE than once I will get 52G data and 200 anytime minutes. Now all of a sudden the package doesn't exist anymore and I get 2G data and 200 Anytime minutes. When I signed the package it stated 2G and 200minutes, but when I told the consultant I am not going to sign because it doesn't state 52G , he said no not to worry, it is the promo code I use that will give you the extra 50G. Either MTN has to fix this or the consultant will pay for my data as this is now taking far to long to be sorted out! FMZ Cellular doesn't care to fix this either and they are employed by MTN so I suggest you make a plan and please deliver customer service as this was the worst experience ever!