MTN loses 750 000 subscribers

Pitbull said:
That being said, the loss of consumers from my personal PoV has nothing to do with RICA or anything else appart from the Billing issues experienced.
Click to expand...
I don't believe it was the billing issues themselves, but rather the way in which the billing issues were handled, i.e. poor customer care.
 
ginggs said:
I don't believe it was the billing issues themselves, but rather the way in which the billing issues were handled, i.e. poor customer care.
Click to expand...

Exactly - and the constant battle to get the issues resolved - their call centre staff are completely clueless - and you are completely refused access to a supervisor or manager, constantly promised one will call you back, which doesn't happen - and at times it takes 45min to get through to them.

I still haven't been refunded by my company for the last three bills I received from MTN - I gave up on trying - was just glad to be hassle free.
 
My company, staff, family all left MTN after many years - pathetic customer care being the main reason. The company and family accounts total 29. The amount not paid to MTN any more should be the same as what we pay Vodacom now - which was almost R50k last month...
 
Last edited:
I suspect that MTN is telling the truth this time round as to the reason for the 750k. Voda "lost" a bunch of customers too when they implemented RICA.

I find the complaints numbers more interesting:
MTN: 440 complaints per million subscribers
Voda: 204 complaints per million subscribers

Both of those look ludicrously low to me. So for each complaining MTN customer there are 999560 who did not complain? I think not. These most be some subcategory of high level complaints to the ombudsman or something.

While looking for a source to back up those complaint numbers, I also found two other interesting, though unrelated, things.

#1 This article was posted in the MTN loaded news section, but then it mysteriously disappeared. If you google "7 494 complaints mtn" this first item points to a "No Content To Display" page, but if you select the google cache on the same link it displays.

#2 Look at the archive of complaints at waspa. They are sorted according to date. Watch the results column while scrolling down.
 
ginggs said:
I don't believe it was the billing issues themselves, but rather the way in which the billing issues were handled, i.e. poor customer care.
Click to expand...

Well said. I agree fully. This is the only reason. With my over billing, I have been doing research on this since April and have printed many docs for my upcoming court case. Four queries and no answers???Only an email from their lawyers VVM INC. Wonder what VVM stands for. Any suggestions?
 
Last edited:
Pitbull said:
I suggest you check that facts a little :p

That being said, the loss of consumers from my personal PoV has nothing to do with RICA or anything else appart from the Billing issues experienced. But that is my uneducated take on things :o
Click to expand...

I moved because of huge billing issues, lack of service and MTN active site being down more than up.

I once visited the SP Balito branch with a billing query and the lady behind the counter said that they cannot help me and that perhaps I should consider moving to another provider - best advice ever!
 
Last edited:
I think they don't worry much about South Africa any more, they just worry about the money they are making in the rest of Africa. That will also mean that it will take a very long time for them to collapse, because they have an external income source with a steady stream of payers.
 
ginggs said:
I don't believe it was the billing issues themselves, but rather the way in which the billing issues were handled, i.e. poor customer care.
Click to expand...

Unfortunately the helpdesk was probably swamped with angry billing queries which caused the whole customer service department to implode.

My theory anyway.
 
PythonFSi said:
But isn't MTN the 'better connection'?
Click to expand...

They changed that a while ago...

I am also being bit in the ass by MTN.. Their 808 is useless. Went to a service centre, no help there either! SO ! I will be cancelling my MTN contract end of FEB.

Come on MTN- this is no Ayoba! :mad:
 
marco said:
Well said. I agree fully. This is the only reason. With my over billing, I have been doing research on this since April and have printed many docs for my upcoming court case. Four queries and no answers???Only an email from their lawyers VVM INC. Wonder what VVM stands for. Any suggestions?
Click to expand...

Van de Venter Mojapelo INC, nasty lot that...
 
VVM need to be sued.

Lodge an enquiry with the Gauteng Bar regarding their legal harassment tactics.
 
No, they have not harassed me but I don't think they can get a lawyer in my town that can convince the magistrate that my bill is correct. He will be unable to understand my bill. Not even MTN can understand it.

So no court case expected. VVM will loose out with my case.
 
vodacom subscribers feel the same if not worse, is virgin mobile a real alternative cause cell c is definitely not
 
I'm one of the 750 000. Loyal client for 10 years that got fed-up with incompetent call centre staff and lack of coverage in my area. I'm currently a very happy vodacom subscriber.
 
What I hate the most is that you phone 808 and get no where, then you think oh, let me rather go to a service centre and then wham bam, they phone 808 for you... I hate that the most...
 
Best thing I ever did was get rid of MTN, they are beyond useless.
 
Finally I'm Out!

Grimspoon said:
Best thing I ever did was get rid of MTN, they are beyond useless.
Click to expand...

Finally my contract expired with MTN (eish! add me to that 750 000) now to see if they going to transfer the rest of my credit to my bank account (they still owe me some bucks)
 
MTN does not understand this somehow. They are loosing a humungus amount of customers and they DO NOTHING to fix it??
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X