Just thought I'd share my experience with mtn.
Last year I experienced a problem regarding a bundle loaded on mtn. I posted on hello Peter and got a quick response and was happy with the service.
Then for the first time in a while I was going through my itemized Billing and noticed that there were charges for SMS at times when bundles were loaded.
Initially I tried the call Centre, the last kept telling me to hold on every second Question I asked, after 20 min the call got dropped and even through she had all my details I never received a call back.
I then decided to e-mail the lady who sorted out my last hello Peter query.
I explained what happened with the call Centre and said that I would not call them back.
I also said that I did not wish to post on hello Peter to get help. I prefer not complaining without giving the company a chance to right the wrong first.
I took the time to include all the relevant details in my e-mail such as invoice numbers I was referring to etc. I put loud of detail on my query as well. I got an out of office reply, and decided to wait, upon her return she forwarded my e-mail to another person and copied me in.
A month later I had received no reply and mailed both of them to let them know how unhappy I was, especially since I said I just want an answer/reason for the discrepancy.
The initial lady replied to apologise and cc'd a number of other mtn employees indicating that the matter has now been escalated.
It is now more than a month later and I still haven't gotten any responses.
Also my whole family has mailed the coverage mailbox, because signal we get is pathetic, we have to run around to certain spots in the house and sometimes even stand outside to get any decent call quality or to prevent the call from being dropped. Never mind trying to connect to the internet. No replies for a month either.
We have been mtn customers for about 8 years, we have 6 contracts in our household of which two are recent. After this I am leaving mtn, my contact expires in December and the have down me that I don't matter to them. The problem is that voda signal is even worse. Cell C and 8ta have decent reception here but not the same coverage elsewhere.
I will be posting on hello Peter as well and name and shame the guys that couldn't give a toss about customer care.
Why do I have to go to a site and complain before I get any assistance? Why do they only try to help when you are going to leave. Absa did the same thing, the day I went to close my account they offered me the simple stuff I had asked for in the first place, practically begging me not to close the account.
Customer service is just not a priority to some companies.
Last year I experienced a problem regarding a bundle loaded on mtn. I posted on hello Peter and got a quick response and was happy with the service.
Then for the first time in a while I was going through my itemized Billing and noticed that there were charges for SMS at times when bundles were loaded.
Initially I tried the call Centre, the last kept telling me to hold on every second Question I asked, after 20 min the call got dropped and even through she had all my details I never received a call back.
I then decided to e-mail the lady who sorted out my last hello Peter query.
I explained what happened with the call Centre and said that I would not call them back.
I also said that I did not wish to post on hello Peter to get help. I prefer not complaining without giving the company a chance to right the wrong first.
I took the time to include all the relevant details in my e-mail such as invoice numbers I was referring to etc. I put loud of detail on my query as well. I got an out of office reply, and decided to wait, upon her return she forwarded my e-mail to another person and copied me in.
A month later I had received no reply and mailed both of them to let them know how unhappy I was, especially since I said I just want an answer/reason for the discrepancy.
The initial lady replied to apologise and cc'd a number of other mtn employees indicating that the matter has now been escalated.
It is now more than a month later and I still haven't gotten any responses.
Also my whole family has mailed the coverage mailbox, because signal we get is pathetic, we have to run around to certain spots in the house and sometimes even stand outside to get any decent call quality or to prevent the call from being dropped. Never mind trying to connect to the internet. No replies for a month either.
We have been mtn customers for about 8 years, we have 6 contracts in our household of which two are recent. After this I am leaving mtn, my contact expires in December and the have down me that I don't matter to them. The problem is that voda signal is even worse. Cell C and 8ta have decent reception here but not the same coverage elsewhere.
I will be posting on hello Peter as well and name and shame the guys that couldn't give a toss about customer care.
Why do I have to go to a site and complain before I get any assistance? Why do they only try to help when you are going to leave. Absa did the same thing, the day I went to close my account they offered me the simple stuff I had asked for in the first place, practically begging me not to close the account.
Customer service is just not a priority to some companies.
