This is my last effort to get my issues resolved before I make use of
the same methods used with your competition. I resorted to contacting
anti fraud units, contacting legal aid, going to the papers and finally
escalating to their GM. I can show you the paper trail if this sound a
bit far fetched.
I have been struggling non stop since I moved to MTN. I can truly say
that the service is worse than any of its competitors. I have only had
about had about 75% uptime with my MTN data bundle. What is the SLA MTN
has with its customers. Isn't the uptime supposed to be closer to 90%
(looking at ICASA).
The final straw was when my data bundle was used when I was out of
county as well as my data bundle exceeding the limit I have requested.
The data use while I was out of country was not reversed, the limit I
requested was not enforced.
MTN customer care took almost a month to log my call. Most of the time
their competent customer care staff allegedly could not log my call
because the helpdesk. It has been more than a month now and none of my
issues has been resolved. Also MTN customer care are refusing to
escalate my issue. Usually the escalation procedure within the GSM
market work as follow. 1st escalation = customer care who has 48 hours
to resolve a request. here after one can escalate to a team leader who
also have 48 hours to resolve the request. This is followed by
escalating to management and senior management.
Due to total lack of service and not abiding to the contract I have with
MTN I am going to terminate my contract and reverse any further payment
to MTN.
MTN could not offer me reasonable uptime about 75%.
MTN could not handle any of my support requests.
MTN have never phoned back in an effort to resolve any of my issues.
MTN could not successfully blaclikst my account after numerous requests.
MTN could not follow their own escalation procedure.
MTN's billing system has been giving a lot of issues. Some months I was
not charged. Other months I was charged double or more.
MTN's support structure is not functional.
Very few of my call could be logged.
They do not follow any type of escalation procedure end resolve very
few of their open call.
MTN's sms service is none functional and does not have the correct
timestamp for sms's.
and many more...
MTN can not provide sufficient security measures for their customers.
How can my data be used while I am out of country. The only reasons
can be a sim being cloned, else more billing / charging system issues on
MTN's side
BR
Wilhelm
ID number 7902075009084
ref no: 561 691 42
562 234 66
