Zero commitment to customer care
<p>I did a upgrade at a store in sandyon city. Very friendly consultant helped me. Everything was fine for more than a month then things went wrong. I started getting a message when i phoned. You have 1 minute left to please recharge.. i thought this was odd as i was on a pretty high contract so the first month i phoned they said there was nothing wrong. And it was fixed no more messages. This month it hapoened again and i was on a business trip in rustenburg. I phoned the 808 nr and was told they cant help me because i need to wait for the accounts to phone me back. I did ask them to phone me urgently as i needed to travel back from rustenburg to jhb that night and needed my phone. Needless to say no call. I had no use of my phone and when i phoned them again today.. i got told sorry you for fitted everything when you upgraded. I was not told this in the shop and in my 12 years of owning my contract i have never had to forfeit anything to upgrade. Unexceptable... I am entitled to my minutes that i have paid for.. and accumulated.. not once did mtn had to phone me to pay my account. I was appalled at the no care no help sorry attitude by the call center supervisor.. shocking..</p>
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Replies (2)'s updateReviewer Update
19 Sept 2016, 18:41Still no reply or no effort to assist..
's update19 Sept 2016, 18:41
Reviewer Update
Still no reply or no effort to assist..
MTN South Africa's replyOfficial
19 Sept 2016, 22:30Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
Please be advised that your line had 94.45 Recurring Anytime Minutes before the upgrade, after your line was provisioned with 100 Recurring Anytime Minutes on 2016-08-02 your balance was 167.53 Recurring Anytime Minutes and those minutes were depleted on 2016-09-01 at 20:43:37.
The 100 Recurring Anytime Minutes that were allocated to your number on 2016-09-02 were depleted on 2016-09-14 at 15:44:09.
Your usage limit has been set to R0.00 and you will not be able to generate additional usage because your allocated inclusive values have been depleted. Kindly note that you can manage the usage limit by dialling *141*1*7852#ok, this is the amount that will be available to use for your out of bundle spend/additional usage. You will pay for any additional usage plus your monthly subscription so please set an amount based on your affordability.
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:***
Best regards,
MTN South Africa's reply19 Sept 2016, 22:30
Official
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
Please be advised that your line had 94.45 Recurring Anytime Minutes before the upgrade, after your line was provisioned with 100 Recurring Anytime Minutes on 2016-08-02 your balance was 167.53 Recurring Anytime Minutes and those minutes were depleted on 2016-09-01 at 20:43:37.
The 100 Recurring Anytime Minutes that were allocated to your number on 2016-09-02 were depleted on 2016-09-14 at 15:44:09.
Your usage limit has been set to R0.00 and you will not be able to generate additional usage because your allocated inclusive values have been depleted. Kindly note that you can manage the usage limit by dialling *141*1*7852#ok, this is the amount that will be available to use for your out of bundle spend/additional usage. You will pay for any additional usage plus your monthly subscription so please set an amount based on your affordability.
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:***
Best regards,