Sign up with GoogleDear Vodacom and MTN (and maybe cell c and Virgin Mobile)
Me, a potential new customer, was incredibly disappointed in the blanket policy you apply to new potential customers. Yes, that policy that states that I need to produce an ID, proof of residence, payslip and.........THREE MONTHS CERTIFIED BANK STATEMENTS. Now don't get me wrong, I know the reason for the ID, proof of residence and payslip, but why,o why, three months certified bank statements?
Let me put it in context.
I'm a professional working the SA work hours of 7:00 to 18:00 from Monday to Friday and sometimes on Saturdays, therefore my only time to go and do things like getting a new cellphone contract is on Sundays. So, as per your blanket policy for all new customers, I need to go to a bank, pay for certified bank statements, after trying to find a bank open (which are limited) on a Sunday. So, as a potential client that can afford 15 contracts if I want to, is being inconvenienced. Which begs the question: if a potential client can't get bank statements on a Sunday, why have your shops open? You are not going to sell any new contracts! (maybe upgrade of clients and irritating potential new clients).
But let me take it a bit further. You are asking for the same documents that a bank will ask to open a home loan. My credit card, which can buy me the contract for the two year period five times over, only required a ID and proof of residence. I only want a cellphone contract that will cost me an equivalent to an expensive eat out at a fancy restaurant. Not a new house.
But I might understand your circumstances. From the x million clients, maybe 1-2% are fraudulent or can't pay due to fake payslips. As a corporate company with a multi billion turn over (and yes, I analysed both companies for investment), you need to protect yourself against fraud and, heaven forbid, loss of profit. But have your ever heard of client segmentation and risk managment. Instead, and I can bet my old cellphone on this, some corporate bigwig need to protect their bonuses and applied a blanket policy, without understanding the impact on clients. But Ive figured out why the blanket policy, because it is difficult to control the verification of documents because every we one shop sells your contracts.
So, I am going to conclude with the following questions and trust me, if a PR answer is provided, I'm going to buy shares in both companies and ask the same questions at tha AGM.
Why the three months bank statements?
Why open your shops on Sundays if it is near impossible for a potential client to open an account?
Do you really want me as a customer(or am I already creating a precedent here)
When is your AGM?
I'm concluding it. Two words: customer service
I await you're reply.
Regards
C
Ps: apologies for the lady at MTN Woodlands. I think she got the wrath of my frustration
Me, a potential new customer, was incredibly disappointed in the blanket policy you apply to new potential customers. Yes, that policy that states that I need to produce an ID, proof of residence, payslip and.........THREE MONTHS CERTIFIED BANK STATEMENTS. Now don't get me wrong, I know the reason for the ID, proof of residence and payslip, but why,o why, three months certified bank statements?
Let me put it in context.
I'm a professional working the SA work hours of 7:00 to 18:00 from Monday to Friday and sometimes on Saturdays, therefore my only time to go and do things like getting a new cellphone contract is on Sundays. So, as per your blanket policy for all new customers, I need to go to a bank, pay for certified bank statements, after trying to find a bank open (which are limited) on a Sunday. So, as a potential client that can afford 15 contracts if I want to, is being inconvenienced. Which begs the question: if a potential client can't get bank statements on a Sunday, why have your shops open? You are not going to sell any new contracts! (maybe upgrade of clients and irritating potential new clients).
But let me take it a bit further. You are asking for the same documents that a bank will ask to open a home loan. My credit card, which can buy me the contract for the two year period five times over, only required a ID and proof of residence. I only want a cellphone contract that will cost me an equivalent to an expensive eat out at a fancy restaurant. Not a new house.
But I might understand your circumstances. From the x million clients, maybe 1-2% are fraudulent or can't pay due to fake payslips. As a corporate company with a multi billion turn over (and yes, I analysed both companies for investment), you need to protect yourself against fraud and, heaven forbid, loss of profit. But have your ever heard of client segmentation and risk managment. Instead, and I can bet my old cellphone on this, some corporate bigwig need to protect their bonuses and applied a blanket policy, without understanding the impact on clients. But Ive figured out why the blanket policy, because it is difficult to control the verification of documents because every we one shop sells your contracts.
So, I am going to conclude with the following questions and trust me, if a PR answer is provided, I'm going to buy shares in both companies and ask the same questions at tha AGM.
Why the three months bank statements?
Why open your shops on Sundays if it is near impossible for a potential client to open an account?
Do you really want me as a customer(or am I already creating a precedent here)
When is your AGM?
I'm concluding it. Two words: customer service
I await you're reply.
Regards
C
Ps: apologies for the lady at MTN Woodlands. I think she got the wrath of my frustration
