MTN 'trade in' - Device gone missing / no deduction

Stuck in a similar position since January with these trade in deals.

Store just says its being escalated. MTNs call centers and email help say its a problem the store must resolve.

Store comes back and says it affecting multiple people. Confirmed with a friend and he is experiencing the same. Have two other people that only did a trade in a few days ago so not sure how theirs will go. Regardless this is must be at least 6 months or more of this issue that their billing team has yet to resolve.

Email to MTN's complaints email on the 24/04/2024 was responded to on the 02/05/2024 asking for an account number. Responded within minutes and still as of now have not received any feedback.

However just pay them less and your account will be blocked. They should be applying manual credits at this point as the system issue doesn't seem to be resolved.
 
CRheeder said:
Stuck in a similar position since January with these trade in deals.

Store just says its being escalated. MTNs call centers and email help say its a problem the store must resolve.

Store comes back and says it affecting multiple people. Confirmed with a friend and he is experiencing the same. Have two other people that only did a trade in a few days ago so not sure how theirs will go. Regardless this is must be at least 6 months or more of this issue that their billing team has yet to resolve.

Email to MTN's complaints email on the 24/04/2024 was responded to on the 02/05/2024 asking for an account number. Responded within minutes and still as of now have not received any feedback.

However just pay them less and your account will be blocked. They should be applying manual credits at this point as the system issue doesn't seem to be resolved.
Click to expand...
thanks for sharing.
 
Unfortunately cell phone providers being Vodacom, MTN etc cannot be trusted.

They don't give a dam for you, your pocket or feeling all they care about is numbers of clients.

They hire, mostly, scum that will work with criminals to extract every cent you have.

Every time I upgrade or interact with MTN I get the following:-
Spam forever
Calls asking to send the OTP in order to stop fraud happening on my account
Every other fraudster contacting me to sell me something

I wish we could do without these corrupt, mismanaged corporate companies.
 
Brawler said:
9 days later and fokkol.
Messaged the woman and lets see.
Click to expand...
No response.
Emailing their complaints dept now.

Thread has just reached 3000 views and now other people coming forward. Probably as this thread is on page 1 of Google. Let's hope that's 3000 people who will think twice about taking out a contract with such a pathetic service provider.
 
CRheeder said:
Stuck in a similar position since January with these trade in deals.

Store just says its being escalated. MTNs call centers and email help say its a problem the store must resolve.

Store comes back and says it affecting multiple people. Confirmed with a friend and he is experiencing the same. Have two other people that only did a trade in a few days ago so not sure how theirs will go. Regardless this is must be at least 6 months or more of this issue that their billing team has yet to resolve.

Email to MTN's complaints email on the 24/04/2024 was responded to on the 02/05/2024 asking for an account number. Responded within minutes and still as of now have not received any feedback.

However just pay them less and your account will be blocked. They should be applying manual credits at this point as the system issue doesn't seem to be resolved.
Click to expand...
It is infuriating.
 
Brawler said:
No response.
Emailing their complaints dept now.

Thread has just reached 3000 views and now other people coming forward. Probably as this thread is on page 1 of Google. Let's hope that's 3000 people who will think twice about taking out a contract with such a pathetic service provider.
Click to expand...
Think twice, and if your deductive reasoning leads you to take out a phone contract with MTN then you stop and do literally anything else - 99 percent chance you will be better off.
 
airborne said:
Finally, how long did that take from the time of first issue?
Click to expand...
One month from first call to 135 (and probably 15 interactions since then including driving to the store).
Three months from contract creation date.

If someone else reads this with the same problem please post here or PM me.
 
Brawler said:
One month from first call to 135 (and probably 15 interactions since then including driving to the store).
Three months from contract creation date.

If someone else reads this with the same problem please post here or PM me.
Click to expand...
Fsks, what a monumental waste of time and guaranteed you'll barely get an apology and they will probably also cock up the refunds in some way.
 
Quite a mission wow.

But yeah unfortunately the cellphone networks are all a bit dodgy. in 2017 i tried cancelling a Vodacom contract - it was already month-to-month. They ignored me repeatedly so I cancelled their debit order. 1 month later i get a phone call asking me to pay or they will have to list me on ITC. So I said i've sent you about 10 cancellation requests and have the response from your email system saying its being processed.

They finally sorted it out after ages. But the funniest part? 2 WEEKS after they finally cancelled it, I got a call from one WISP/WASP nonsense saying they got my number from Vodacom and i'm interested in a new contract so they can help me...

They spammed me over and over again for months lol.
 
Brawler said:
One month from first call to 135 (and probably 15 interactions since then including driving to the store).
Three months from contract creation date.

If someone else reads this with the same problem please post here or PM me.
Click to expand...
It's truly amazing that it could take them this long to just acknowledge what is probably a fairly simply problem to resolve. I wonder how many meetings have taken place and how many "stakeholders" are involved at this point.
 
Brawler said:
Finally something official:
View attachment 1711925
cc @CRheeder

​

Click to expand...
On what channel did you receive that?

Take note, there is no channel indicated for you to contact, engage, call or verify with. No person, no email, no number, to even verify this communication, or refer back to it in future engagements.

This seems like a copout of some sort, if it even is official?
 
RedTerror said:
What the hell am I reading
Who are the BRC? Who is Ilula L2? What the hell is Regener8?
Click to expand...

Bewlen said:
On what channel did you receive that?

Take note, there is no channel indicated for you to contact, engage, call or verify with. No person, no email, no number, to even verify this communication, or refer back to it in future engagements.

This seems like a copout of some sort, if it even is official?
Click to expand...

It's an internal email to the branded retail channel store (BRC) which was fwd to me. I've seen a previous similar email on their screens so I think it is legit. I do have two named individuals that I am dealing with.

Regener8 is a tech company that fixes Samsung products in SA (and others). I guess they are handling all the trade ins.
 
Brawler said:
Finally something official:
View attachment 1711925
cc @CRheeder

​

Click to expand...
Thanks for this. Still no official feedback my side. I will note one friend who was assisted at the start of the month received his first invoice and credits are going off correctly. Second friend is still awaiting his first invoice to confirm. Mine is still being billed at the full amount and another friend who traded in in Feb is still facing the same issue, I will note that both the contracts having the issue were upgrades and not new lines. Not sure if that is relevant but just thought i would mention it.
 
CRheeder said:
Thanks for this. Still no official feedback my side. I will note one friend who was assisted at the start of the month received his first invoice and credits are going off correctly. Second friend is still awaiting his first invoice to confirm. Mine is still being billed at the full amount and another friend who traded in in Feb is still facing the same issue, I will note that both the contracts having the issue were upgrades and not new lines. Not sure if that is relevant but just thought i would mention it.
Click to expand...
Mine was a new line so both.

The issue was a gap in the trade-in procedure. I'm not sure what exactly but I know there is a new stricter procedure now so new trades should be fine. This was the other internal email I saw.

Perhaps it was something as simple as a business required field not being mandatory on a form which would explain why some people were fine and others not.
 
Any update on this before I make the monumental mistake of signing an MTN contract?
 
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