MTN are absolutely shocking, I don't think I have come across a company in South Africa with less respect for their clients - fortunately my contract is almost up - and once it is, anything they try debit from my account will be reversed, and they can recover it in court.
If you have a look at the league table on hellopeter, MTN have the most complaints, the lowest complaint to compliment ratio, etc.
There service has just gotten worse and worse the two years I have been with them. I can't get a refund for data charged to my account three months after it was used, and it was used In-Bundle, so they have effectively charged me twice for the same thing - this is happening again this month.
They don't respond on hellopeter, or if they do, they copy and paste and do nothing - hellopeter themselves arn't interested anymore, which is a disappointment, as they used to be about the customer, and not the company - MTN's rightful place is under Companies that don't respond.
Calling 808 is a nightmare, you're on hold for ages, IIRC I was on hold for 90minutes once before giving up - If you get through, they ask you ton of questions, then either tell you they can't help you, or will log a call for someone to attend, which they don't and nothing happens.
Going into their store in Canal Walk, you also stand for around 45min, even if there are only 6 people in the queue, this is because only one person is working - you can try walk to the other store on the other side of the mall, but will encounter the same thing.
Unfortunately, they don't mind loosing subscribers, as everyone needs a cellphone, and they'll have enough clients who don't care about being screwed over..
People say its the same at other providers, it isn't, I was with Vodacom and Virgin Mobile, when I had an issue, they attended - sometimes not to my liking, or fast enough, but it was done - MTN just do nothing - I think the Consumer Protection Act is going to be awake up call from them, it'll only take a few cases (with costs) for them to realize they're screwing up, unfortunetaly, I'll be long gone by then.
I work for a company where I take pride in my work - the MTN call center, customer service department and billing staff just don't care - I would hate to have to work for a company where my work means nothing.
MTN are probably making tens of millions these days with their billing errors that they refuse to attend to.
If you have a look at the league table on hellopeter, MTN have the most complaints, the lowest complaint to compliment ratio, etc.
There service has just gotten worse and worse the two years I have been with them. I can't get a refund for data charged to my account three months after it was used, and it was used In-Bundle, so they have effectively charged me twice for the same thing - this is happening again this month.
They don't respond on hellopeter, or if they do, they copy and paste and do nothing - hellopeter themselves arn't interested anymore, which is a disappointment, as they used to be about the customer, and not the company - MTN's rightful place is under Companies that don't respond.
Calling 808 is a nightmare, you're on hold for ages, IIRC I was on hold for 90minutes once before giving up - If you get through, they ask you ton of questions, then either tell you they can't help you, or will log a call for someone to attend, which they don't and nothing happens.
Going into their store in Canal Walk, you also stand for around 45min, even if there are only 6 people in the queue, this is because only one person is working - you can try walk to the other store on the other side of the mall, but will encounter the same thing.
Unfortunately, they don't mind loosing subscribers, as everyone needs a cellphone, and they'll have enough clients who don't care about being screwed over..
People say its the same at other providers, it isn't, I was with Vodacom and Virgin Mobile, when I had an issue, they attended - sometimes not to my liking, or fast enough, but it was done - MTN just do nothing - I think the Consumer Protection Act is going to be awake up call from them, it'll only take a few cases (with costs) for them to realize they're screwing up, unfortunetaly, I'll be long gone by then.
I work for a company where I take pride in my work - the MTN call center, customer service department and billing staff just don't care - I would hate to have to work for a company where my work means nothing.
MTN are probably making tens of millions these days with their billing errors that they refuse to attend to.
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