Hey you seem to have some knowledge of who to ask to sort things out at MTN. I've been battling since the 6th of March after an upgrade was offered on my two numbers. They loaded one correctly but the other one is completely wrong. I have phoned and emailed and nobody gives a toss. They ALWAYS take more than 4 days to get back to me so it's taking forever.
Do you have any idea if retentions have an email address? One of the agents gave me an email but it doesn't exist. I have the guys name and a recording of the telephone conversations.
lol I know my way around complaints and their systems.I will say you have to follow formal channels first going in straight for the kill isn't going to work.
Replies are delayed during the lockdown and should improve at some point.So use the twitter channels and Facebook channels to request escalation, add as much detail as well as an email address.Also request a escalation or service request number, also use their formal channel email it is on the website client services one.
If you send and email to the normal channel email address you automatically get a service request number for a logged call.
Wait at least 72 hours then send a follow email, contact them on both Facebook and twitter and state and call logged numbers as well as the initial date when you made contact.If things still don't get sorted, quite often they close calls without fixing any thing, let it intentionally happen.The more calls are logged and close and paper trail is there the more likely you will be assistance from upper management.
Escalation management rarely get involved, generally calls go as far as escalation staff an supervisor.
Usually at 10- 12 days in you have enough ammo and evidence how inept their staff is and then pull out the big guns.
Some where I made a post in the mtn black Friday thread in 2018, there is a list of email addresses of all the upper management including the CEO and his assistant as of last month all those emails still worked including the CEO.
Send a new email mention time, dates , ref number, copy all emails previously sent.Always be polite and straight to the point, the more aggressive, annoyed and abrasive you are towards staff the less likely you will get help.
Sit back, enjoy the show, shouldn't take along to have a matter resolved, just requires a little patience and following procedure.
