Megan's Head

A place where Megan gets off her head.

Tag: MTN fail

Day 5 MTN fail

Here is MTN’s response on www.getclosure.co.za, which is more of the same bullshit, only more blah blah jargon speak, like revert and recon, but no acknowledgement or action on my demands. My initial complaint is first and poor EmptyN’s Paul comes after.

Reason for using getclosure! MTN are hopeless at resolving or responding.
Nature of complaint Billing problem – Overbilled/ Incorrectly charged/ Statements or invoices not received
Complaint description MTN suspended my line and demanded I pay and send proof of payment for reconnection. I remembered paying but thought I must be wrong so I paid again, sent proof, then found my original payment, then had to send proof of that. Now I can’t get an answer from MTN about refunding me, or an apology or someone to return my call. They have made their mistake my problem and have stolen my money.
Proposed solution – Other –
Solution description I want more than one.
1. A refund
2. A written apology
3. Acknowledgement that they were in the wrong
4. Payment of bank charges and other expenses incurred due to their incompetence

And the response

Selected message Thank you for your complaint. We are investigating it.
Message description Thank you for the post.

I am busy drawing the recon on this account and will revert to you direcly on mail.

Regards,
Paul

My non-believing, outraged yet unsurprised laughter follows. Bwaaaaaaahahahahhahahahaha!

day 2 MTN Fail

So, last night I got my new bill from MTN. No phone call, no response, no email, no apology, no money in my account. The person who manages the MTN twitter account has twice asked for my cellphone number on twitter. Have you ever? But I just checked my email and here is MTN’s response on hellopeter.

Hello megmoan,

We raised this issue with our Banking department who managed to trace your payment and allocate it to your account. They requested that you please either use your MTNSP account or cell number as a reference when making a payment. Our banking system do not recognise spaces, commas or hyphens.

Our apologies for this inconvenience.

Regards

MTNSP

Now, for the record, I have always paid my account in the exact same way, with my cellphone number as a reference. It has never been a problem in the past. Secondly, is it just me, but is “Our apologies for this inconvenience” a little inappropriate? My line was disconnected. I had to pay twice. I have not received the money back, and nobody returns my calls. Thirdly, they make it sound like they had to do the work of tracing my payment! I emailed them proof of payment on Monday afternoon. What did they have to do, besides own up and sort it out, neither of which have they done? So, MTN, it’s war on, until you can give me some proper customer service.

Latest MTN fail

I am sounding like a stuck record, but MTN take the cake as the worst service provider I have ever had the misfortune of getting involved with.

This is a summary of the latest meganshead – MTN saga, kept short for fear of all the nodding in sympathetic agreement going on too long. On Monday I noticed that I couldn’t make outgoing calls. I called the infamous call centre. The first person I spoke to told me that my account had been suspended (without warning I must add) because of  no payment. I was sure I had paid, but in order to reconnect I had to pay and email proof of payment. I did. Nothing happened. In the meantime I found my original payment, made on the 31 December, way too early for MTN to have noticed, obviously. So, then I had to call again. The second person I spoke to said I needed to send that proof of payment, and btw, it could take up to 24 hours for reconnection.

Miraculously, my service was reconnected. Yesterday morning I phoned to find out where my double payment was and when I would get it back. Yes, the third person could see I had lodged the complaint. It had been logged at 2110, four and a half hours after I had made it. To the question of where my money was and when could I get it back, no, it was with accounts, and they don’t take calls. Here is where I went a bit insane and demanded to speak to someone who wasn’t a call centre person. To be honest I could not bear to hear how my complaint was going to be escalated. I have heard this too many times before, and there is nothing at all at the top of MTN’s escalator. I was promised that the supervisor would call me back. Hahahahahahahaha!!!! (translated: mad manic hysterical non believing laughter). When I phoned again at 1600 I managed to work myself into a rage too big for the fourth person I spoke to and she put me through to a ‘manager’. I have no idea what that means. He told me, “What I needed to understand was that my complaint had been logged” and he was sending it to accounts. It hadn’t even been sent to accounts at 1600 yesterday! I issued a list of demands which included a written apology, an email, with MTN’s proof of payment of the money they had stolen from me into my account, an acknowledgement of their complete incompetence and the inconvenience it had caused and a call from the ‘manager’s boss. I promised that if this didn’t happen I would begin my massive anti MTN publicity campaign. From my stuff on facebook, twitter, hellopeter, MTNsucks, and avoidmtn, and now here, on meganshead, it is safe to assume that none of my demands were met.

Today, I called the dreaded 808 number again. This time I wanted to find out how to cancel my contract. I have 6 months to go and if I cancel early I will have to pay them thousands of ZAR not to mention another R1700 for the phone that died and they couldn’t fix.

This is a very, very sordid breakdown in relations. I find it obscene that a company can treat its customers like this. MTN fails on every single level. Pansi MTN pansi!

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