MTN's lack of service

[xrapidx]

So... since signing my contract with MTN at the end of July beginning of August, I have been unable to get assistance from MTN with regards to the debit order date, it clearly states on my application form that I would like this to be the 7th of each month, as I only get paid on the first working day of each month. I have sent no less than 8 emails, I have had the changed confirmed by two different people via email, and yet when I call 808 to confirm, the debit order date is unchanced. When you ask to speak to a senior person, they put you on hold indefinetly. I have my phone on load speaker, and have now been on hold for 15min, AGAIN!

The last I heard was that they can't change it until next month, which to me is unacceptable, as I clearly signed a contract stating the 7th, now I must be held responsible for their screw up? This costing me money if there isn't enough cash available in my account.

Does anyone have a number of someone in MTN that's senior enough to assist, otherwise I'll just go the hellopeter route AGAIN.

P.S. The 808 call was just cut off, how do I lay a formal complaint against someone? I'm so tired of the crappy call center that puts you on hold and then cuts you off the minute you need to speak to someone senior.

 

[xrapidx]

... While on the topic... what do you guys do if you try and you try, but you just can't get through to a company? What other channels are there besides hellopeter? I'm so tired of trying over and over with such companies, and no matter what you do , or how hard you try, you still don't get anything done?

 

[johandutoit2000]

You cancel your contract. Reason: No service.

 

[Pitbull]

xrapidx

Pls confirm the time you called.
I have the Call centre reports infront of me, currently we have 30 agents sitting available to take the call immediately. Either that or there is some problem with the IVR.

Pls confirm

 

[xrapidx]

xrapidx

Pls confirm the time you called.
I have the Call centre reports infront of me, currently we have 30 agents sitting available to take the call immediately. Either that or there is some problem with the IVR.

Pls confirm

It usually shows on MTN Active, but it's obviously not showing yet.

The time I called according to my cellphone is 12:02. Call cut off at 13m8s. This isn't the first time, they did it to me when I first got the phone, 7x in a row. Obviously talking to a supervisor at MTN is not an option.

People who have confirmed the debit order date has been changed:
1.) 03 August - Amanda Beasley
2.) 03 August - Consumer Services Team
3.) 27 August - Thami Gumbi

Yet 808 still insist its coming off on the 31st.

I have now asked Thami Gumbi for written confirmation that it has been changed, and that if not MTN will bear all costs involved. If I don't have this confirmation I'll go the hellopeter route yet again at the end of business today. Chasing these people around constantly is time consuming, they can chase me around after today.

 

[Pitbull]

It usually shows on MTN Active, but it's obviously not showing yet.

The time I called according to my cellphone is 12:02. Call cut off at 13m8s. This isn't the first time, they did it to me when I first got the phone, 7x in a row. Obviously talking to a supervisor at MTN is not an option.

People who have confirmed the debit order date has been changed:
1.) 03 August - Amanda Beasley
2.) 03 August - Consumer Services Team
3.) 27 August - Thami Gumbi

Yet 808 still insist its coming off on the 31st.

I have now asked Thami Gumbi for written confirmation that it has been changed, and that if not MTN will bear all costs involved. If I don't have this confirmation I'll go the hellopeter route yet again at the end of business today. Chasing these people around constantly is time consuming, they can chase me around after today.

Is a Supervisor in 808.

So it's sorted now ?

 

[xrapidx]

Is a Supervisor in 808.

So it's sorted now ?

Nope... when I called the 808 number about a hour and a half after him saying it was done, they insisted it was still the 31st, not sure how many systems MTN has, but the ony 808 has reflects the 31st.

I then sent him an email confirming written confirmation, and accepting that MTN will be responisble for costs of debits returned on my account. No word yet, but I will give him till the end of today.

According to me, this is a breach in the contract I signed, as I agreed to one date, which is not being met, legally I have done everything to get this resolved, but so far, its a no go.

 

[Pitbull]

Hi xrapidx

I just had a coversation with Thami.

According to him he has advised you that the debit orders have closed of already. Your debit order date has been changed and will be effective for your next debit order. This has all been explained to you.

All sounds accurate to me or is there something I'm missing ?

 

[xrapidx]

Yes... your missing the fact that he jus lied. And I am now going the hellopeter route. I'm sick of this crap. At no time did he say it was going through on the 31st of this month. Ask him for proof, because I have every mail he sent in front of me.

MTN have no right to debit my account, and I will be putting a stop on payment.

 

[Pitbull]

Yes... your missing the fact that he jus lied. And I am now going the hellopeter route. I'm sick of this crap. At no time did he say it was going through on the 31st of this month. Ask him for proof, because I have every mail he sent in front of me.

MTN have no right to debit my account, and I will be putting a stop on payment.

All fair and I agree with you.

1. MTN made a mistake when creating your account.
2. MTN fixed it

I would suggest the following.

1. Stop the debit order
2. Pay it via EFT once you have the money, or make an arrangement to have it double debited next month.

 

[xrapidx]

I'm done, I'm seeking legal advise this afternoon, and making it public on hellopeter.

I know you're anti-hellopeter. But I have tried MANY various channels to get this done, probably spent a cumulative day trying to get this sorted, and it still isn't, therefore this is a representation of the company. I've done my utmost to get this sorted out.

 

[Pitbull]

I'm done, I'm seeking legal advise this afternoon, and making it public on hellopeter.

I know you're anti-hellopeter. But I have tried MANY various channels to get this done, probably spent a cumulative day trying to get this sorted, and it still isn't, therefore this is a representation of the company. I've done my utmost to get this sorted out.

I hear you.

Just to clear the air though.

1. You reported the debit order date is wrong.
2. The debit order date has been fixed

This will only take effect next debit order as the system closes off debit order requests on the 18th of every month for the debit order to be generated and requested from the banks.

Thami has confirmed that it's been changed and will be effective next debit order date.

All has been done from what I can see. Might not have been within the time frame you requested but currently this matter is resolved.

 

[xrapidx]

Thing is... I requested this change on the 1st of August.

I have two confirmations that i was done on the 3rd of August, WAY before the 18th.

Now I get this crap from them, I have sent an email to Thami and copied the woman that was orginally supposed to do it on the 3rd. My patience has run out. If MTN block my number after the 31st, I will return the phone to them, and cancel the contract on the grounds that they have breached it.

 

[xrapidx]

...I just got Thami's email w.r.t. the debit order going through on the 31st. He obviously only sent it after speaking to you.

 

[Pitbull]

I saw your post on Hellopeter

How much you wana bet me the following.

Comment:

Your comment has been sent to our Customer services supervisors to attend and feedback.

Then:

This is sent to Thami as he dealt with it, he'll just confirm what he already told you.

 

[xrapidx]

Thing is, I've now spoken to the bank, and to a legal friend, I'm well within my rights, and should MTN lock my account in the 1st, the contract will automatically cancel, and I will only have to return the phone.

The thing that annoys me is I did everything I could to get this resolved on the 3rd of August, I sent the woman about 8 emails virtually begging her for confirmation and when I received it I thought everything was done... but nothing was done... I hate the fact that these corporates expect customers to bend over and take what ever it is they choose to throw at them. No matter how hard I tried, and how civil I tried to stay, MTN did nothing.

 

[xrapidx]

@Pitbull, go check MTN's response, Paul is basicaly contridicting both Thami and 808.

Out of interest, how many systems does MTN have reflecting subscriber information? It seems there isn't really one system.

 

[ginggs]

Out of interest, how many systems does MTN have reflecting subscriber information? It seems there isn't really one system.

Sometimes it seems they don't have one at all.

Oi, MTN, you are just lucky your competition is just as cr@p as you are.

 

[xrapidx]

I find the competition worse... hence the move. I just need to find one competent person in MTN to help with queries.

Had the same problems with FNB, until I found one person that knew their stuff, been happy ever since.

 

[xrapidx]

...well... it looks like Paul was right... front-end systems were displaying the dates wrong.