MTN contract cancellations are broken

I also had issues cancelling an expired MTN contract for a family member who emigrated, I was sent from pillar too post, cut off a number of times, and eventually put on hold. After many weeks I finally got them to admit that it was cancelled, yet they billed me for quite a few months after that. When I called about it, it was rinse and repeat, put on hold, cut off and sent to various departments in a round robin fashion. I decided not to call, but to use email, and sent them one with a few strong but choice words. The next day I was informed that they had fixed it and I received a refund. Not looking forward to the next cancellation with them.
 
now05ster said:
@Jan their dept responsible for shipping contract devices is also borked. Ordered a cell phone three weeks ago, DSV delivery fails because the biometric machine tunes "eish". It has to go back MTN Fraud who must issue a OTP for delivery instead.

This is fulfilled by Mondo. Phoned Mondo one day later, on 21 April, who sends the email to MTN to do the aforementioned.

Between MTN and DSV, even with constant followups three weeks later, nobody was able to tell me what happened to the phone and where it is. Turns out DSV dropped the ball as their entire delivery batch for that day failed as the biometrics machine was faulty.

Oh, and I can't go to the store unless it's completed.
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Mondo are fraudulent in their own right.
Had a MTN contract upgraded via Mondo was promised Samsung buds.
The phone got delivered but no buds.
I went from pillar to post between MTN and Mondo eventually went to th CGSO nit sure if that's what helped but I got some cash back.
 
Sir Bob said:
Mondo are fraudulent in their own right.
Had a MTN contract upgraded via Mondo was promised Samsung buds.
The phone got delivered but no buds.
I went from pillar to post between MTN and Mondo eventually went to th CGSO nit sure if that's what helped but I got some cash back.
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Yeah, did not know that Mondo was involved. Next time I'm going to the store.
 
now05ster said:
Yeah, did not know that Mondo was involved. Next time I'm going to the store.
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I'm not sure stores are better.
I'm with vodacom and got a direct call to upgrade.
I said I want a written quote with detailed line items that I will receive and the cost per item.
The consultant replied that this is impossible and could only send it to me after the upgrade. I said no thanks.
 
This poor attitude must have been approved by MTN management. It repeats so often that either management has no interest in their basic customers wellbeing or deliberately condone this practice
 
chrisc said:
This poor attitude must have been approved by MTN management. It repeats so often that either management has no interest in their basic customers wellbeing or deliberately condone this practice
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You are correct.

To be fair, thusfar they've still ran miles around the Telkom "customer service" I was used to.

Although, I suspect Telkom's WNS outsourced roles did not do them any favours in that regard.
 
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MTN sold someone else 3 contracts with my banking details and never even got a single document to confirm identity...

Try getting any help when you don't have an MTN account.
 
Hemi300c said:
The anc, mtn, vodacom are all the same, corrupt and untrustworthy., you can’t compare it with Vodacom and MTN as
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Hemi300c said:
The anc, mtn, vodacom are all the same, corrupt and untrustworthy.
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No, Vodacom and MTN still provides a fairly good service in a thirld world country compared to international standards, the incompetent rasict ANC is corrupt and restrict these companies to provide world class service due corruption, crime and loadshedding
 
My wife had billing issues with MTN as well. Strikers managed to disconnect her fully up to date account twice and MTN asked for a reconnection fee. It was a mission reconnecting but we finally managed to get it done. Then she was summarily disconnected again. After the second disconnect they lost a lifelong customer. Oops.

But yes MTN Support sucks in general. I honestly don't know how they have got away with being so terrible for so long.
 
This seems to be in MTN's DNA. Some time ago I went through a similar process on a matured contract, and after a long story it ended up easiest to transfer it to a prepaid account and then bin that. MTN still owed me some money from over-billing, but I was happy to forfeit that in exchange for being out of there.

This was the tip of the iceberg of all the stuff that happened with them, but I have never signed a contract with a cellular company again.
 
now05ster said:
I initially wrote a measured request for assistance on Twitter, very polite and courteous, tagging Mondo, MTN and DSV. Followed up with them every three days, getting standard responses. I'm not a Karen.

3 weeks later today and my moertemperatuur fails, so I flooded their boxes. With their Ceo tagged I also said I will reply to every one of their promotional tweets, educating them about my experience.

Got the message from them that DSV is contacting me tomorrow to arrange delivery. Allegedly.

And yeah, good service is more often than not an unexpected surprise.
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It's really frustrating that the only way to get any service is by writing an angry post on Hello Peter, but that seems to be the only thing that works.

Whenever I complain about a problem and all I get is an apology and the obligatory "I am sorry, it wont happen again.", I always ask how they're going to fix the issue, and usually, I just get silence in response. If I'm lucky, "I can report the problem to the manager"

Companies need to have processes in place to actually fix service problems, not just apologise for them. Because I know that I'll be hearing "I'm sorry, it won't happen again" again in the near future.
 
RhysGottwald said:
It's really frustrating that the only way to get any service is by writing an angry post on Hello Peter, but that seems to be the only thing that works.

Whenever I complain about a problem and all I get is an apology and the obligatory "I am sorry, it wont happen again.", I always ask how they're going to fix the issue, and usually, I just get silence in response. If I'm lucky, "I can report the problem to the manager"

Companies need to have processes in place to actually fix service problems, not just apologise for them. Because I know that I'll be hearing "I'm sorry, it won't happen again" again in the near future.
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Companies do have processes in place to fix service problems, if those problems cost them lots of money. If they make them money, well then tough luck all you'll get is an "I'm sorry, it won't happen again" all while its happening to many users at the same time.
 
Reverse Debit order and remove from bank account. Tell Debt dogs to get shafted.
 
RhysGottwald said:
Companies need to have processes in place to actually fix service problems, not just apologise for them. Because I know that I'll be hearing "I'm sorry, it won't happen again" again in the near future.
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One of our sister companies operates in the UK. A while ago I set next to a client relationship manager whose job was to resolve service delivery failures for that company.

Part of her duties was to log every single service delivery failure and ensure that corrective and preventative actions are done based on the outcome of proper root cause analysis to identify the event/s leading to those failures. The efficacy of the actions are also measured over time.

This methodology is not a foreign concept in many industries, but we need to manage our expectations of customer service here in SA.

As Toxicbunny said, do companies see the ROI at the end of the day?
 
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