I took my cellphone in for repairs on 20June 2008 as I couldn't make or receive calls and send sms. I was told my phone doesn't have network and that it should take about a week or so to fix. However the official documents say 6 to 8 weeks.it is now over 8 weeks and i still do not have a phone. They have admitted that they cannot fix the phone but now that they have to give me a new phone they have been sending me up and down. I am paying for my contract every month yet i don't have a phone in which i can insert my sim card. This is the worst service ever and if this is ever resolved I am canceling my contract and moving to another network which is more efficient and customer friendly.

18th June 2008





Attention: Customer Care



To Whom It May Concern,



On the 13th June 2008 I visited the MTN Clearwater branch. This is the third time I have visited this branch where I have had to wait over 15 minutes for service. However, this turned out to be the least of my problems!



Whilst standing in the queue waiting to be served, I asked a fellow customer (who was also waiting in line) how long he had been waiting in order to decide whether I it was worth waiting for service. A pleasant (training) male assistant asked whether there was a problem and assisted me as soon as he was able. I had already noticed a female assistant muttering under her breath with regards to my request for service but chose to ignore it and opted to continue with the male assistant with my query.



While waiting for feedback on my query, I was aware of a fellow customer being served by the female assistant (as mentioned above). This MTN staff member was exceptionally sullen and rude. Without making eye contact, she thrust the phone back into the customer’s hands, muttering that she could not work with a cell phone that had a broken pad. I was shocked at her rudeness and turned to my fellow customer with amazement, ….wanting to apologise on her behalf. They too were flabbergasted at her blatant impertinence.



When I asked to see the manager, she rather arrogantly said that she was the manager and for me to “mind my own business”. WOW! Unbelievable! The other customer was angry and said this was the worst branch he had ever visited. I took down the customer’s number and said I intended on making a formal complaint. He urged me to do so and requested to be called in order to verify the incident. The manageress was not forthcoming with her name and seemed entirely indifferent to the incident. Apparently, Sibongile – the manageress in question – thought her behavior was it was entirely acceptable



When I phoned your customer service department at head office in Florida, the receptionist was rude and unhelpful. Eventually I was given Morne’s number, who apparently runs the Clearwater branch. As anticipated, on leaving a message, Morne has not bothered to get back to me!



Having spent years in Training and Development and working in Oxford, UK for a research company that designates ‘mystery shoppers’ in order to determine level of service provided to clients, I am sad to say, in my experience, your customer service is poorly lacking. In most instances, the attitude of the staff at the bottom of the pyramid is reflective of the staff at senior executive level. Hence, I do believe you could have a problem on your hands! I would appreciate a call from the appropriate MTN staff member advising me of the outcome of my complaint; otherwise I will continue to position this complaint further up the hierarchy.



Please contact Frank, the other customer, on 073 492 3444 for verification of this incident



Kind Regards

Claire Protheroe

082 873 7904

this was my complaint to mtn & up to today i havent heard anything.
i have phnd reapeatedly & the consultant dont wana help me& i cant sit back & wait for the police to knock on my door.
To Whom it may concern

I Negreta Christa Fortuin ID 8407210056080
is very unhappy with the service that im getting from mtn staff members.
my sim card number 0732041802 was suppended & when i phoned i was told that they didnt receive payment for a few months in2007 and i was reffered to legal department. At legal department i spoke to HAPPY & happy asked me to fax her the proof of payment, which i did more that five times & she confirmed that she has it in her hands. I work for ABSA & i did an INTERNAL JOURNAL FROM MY SAVINGS ACCOUNT TO MTN ACCOUNT 4063304150.& i faxed her a copy of the journal & indicated to her where the payment was made.
than she said shell try & sort it out.
Then she never got back to me.
Then when i phoned again i got through to a guy named KOPANO, which was no help to me at all & at this stage i was starting to get very frastrated & Happy was never availible.
Then i asked them to put me through to the banking department & i spoke toa lady but i didnt get her name.She checked for me & she found that my payment was received but they didnt know who's it was because there was no reference number,but on my journal i clearly stated my name, surname & number. then i spoke to KOPANO again & he told me, that i mst wait 72hours for them to open my line& it never happened.
& he the only thing he could say to me was MISS FORTUIN WE SORRY FOR THE MISTAKE WE MADE. & i accepted.
Then i wanted to upgrade my phn & to my suprize i found out that i was still at legal & my line was now disconnected.
I spoke to MANDY & she said that she will look into it & see what she can do for me.
Then my line was reconnected again & i could upgrade.
but then i got a bill for R373.56. I was now being charged for reconnection & prorata fees & stuff which i feel i wasnt liable for & phoned in again. I spoke to such a lot of people & no one was any help to me all the could say was that i mst speak to the legal department.
i finaly got through to a guy called Nimalin Vythilingam & he agreed to look into it for me.
then he sent me an email to say that an amount of R202.64 was reversed. & i only now i owed mtn R443.92.
which was including the month of august now which my bill was R273.
i asked him for a breakdown of it & he failed to do so.
The R202.64 that he claims that was reversed was in actual fact MY CREDIT. I WAS IN CREDIT WITH THAT AMOUNT OF R202.64.
Then today i decided to phn again jst to follow up & i spoke to GERALD.
Gerald is at legal deparment, & i had to expaint the whole story all over again coz HAPPY was again not availible.
he requested me to send him now the proof of payment which i dnt hav with me at this stage. & i wil try to supply him with it tommorow.
the same proof of payment that i faxed to HAPPY & KOPANO REPEATEDLY.
im really dissapointed & frastrated. jst for the fact that i have been stuggling for months now.
& i feel that it is wrong to charge me pro rata fees & reconnection fees when it wasnt even my fault that mtn didnt allocate my payment & that i got disconnected from the network & my name got dragged though the mud by being at legal deparment not only did it make me look bad at mtn,but i had a bad record now because of people not doing their work properly.

I trust that i will get the help i need.

Regards

MISS NC FORTUIN.
account no: A1101816
0732041802
011 9713744
.......................................................................
To whom it may concern.

Since the 23 october 2007 i laid a complaint against mtn on get closure & i havent had any help. i was asked to send proof of payment which i did & feedback i got back, was "thanx we investigating"
up till today i havent heard anything which is very frastrating to me!!!

i made payment on the 20 november,
R273.00
R159.00
R159.00 to mtn's account.
but i ddnt make payment for the amount of R373.00 because that is the whole reason why i laid a complaint.
i was being charged reconnection charges which was not my fault. mtn didnt locate my payment & i have proof of payment.(please refer to the email below)

& then this morning i received a call from YAmkelwa at a collection company for MTN COLUSA on 011 686 3062. mtn gave me over for the amount of R5485.70.

i really dont understand where this is coming from, but i would really appreciate help at this stage.

hope to hear from u soon.
.

Made the mistake of porting an 084 (Cell C) number to MTN. That was some weeks ago (four). In that time, I have learned that the dealer in Clearwater supplied his head office with the wrong number for porting. As a consequence MTN has screwed up all along the line. For example, you cannot use a Telkom landline to reach the ported number. I took my new MTN-supplied Nokio back to the dealer on numerous occasions only to be advised that stupid me had chosen the wrong setting. Anything to get rid of a problem customer I suppose. On Friday, I wasn't able to reply to a SMS from wife. The phone advised me to contact my service provider. Living nearby, I visited MTN's headquarters and met a charming and most courteous lady who agreed my problems were long overdue for solving and that Friday was the day for it!. Guess what its Monday and my ported cell phone number is still up to maggots on the MTN network. And, I cannot get my charming contact at the company because her number is not taking calls. Ho Hum!