Mobile Telephone Networks [MTN] South Africa
Reviews and Complaints

As you will see from the email pasted below all the times I have tried to contact mtnsp for a refund on my account. Even though I cancelled my contract I will still been changed more than 8 months later!

Thanks

This is lee-ann werner again and I am very unhappy. I would like to know whom I can claim to about the service I have received from mtn sp (Please note not from your store which have been amazing). I have just been online to check my bank account whch I have not been able to do for months and noted that mtn sp is still taking r162 off my account each month even though I have given notice and only have one account which should be in the region of r70 per month. I have instead inctructed my bank to stop the payment and refused to make any further payments to mtn sp until I receive a refund.

Please consider this urgent! As now mtn sp has effectively stolen in the region of r800 from me and if this is not sorted I will be approaching the obudsmen to sort this out and will seek legal action.

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From: [protected]@hotmail.com
To: [protected]@willtell.Co. Za
Subject: re: contract cancellation
Date: wed, 21 oct 2009 23:47:44 +0000

Checking again... When can I expect the refund to reflect in my account?

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From: [protected]@hotmail.com
To: [protected]@willtell.Co. Za
Subject: re: contract cancellation
Date: mon, 19 oct 2009 00:44:51 +0000

Hi

Really sorry to be a nag but this refund has not come through yet. How long does it take before it is reflected in my account?

Lee-ann werner

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From: [protected]@willtell.Co. Za
To: [protected]@hotmail.com
Subject: contract cancellation
Date: tue, 6 oct 2009 12:05:44 +0200

Good mrs. L werner

As per our conversation many times before & hellip;

I have called our retentions department with regards to you contract, the reference number that you have given me ([protected]) was clearly a note to cancel your contract, however it was not done as they did not receive all the documents in time at that time, and when they did receive the paper work it was for some reason not updated on the system

It now has been updated and they have put an immediate cancelation on the contract, I spoke to lady by the name of shaleen and she put a note on the system, she also requested a re-imbursements for the last 3 months as the contract was to end on the 23-june - 2009 on cell number [protected] however the cell number [protected] is not due to terminate yet it only expires on the 08-may-2010 so you will have to e-mail them as you did the last time, but one month before the time you can also send to the e-mail so I can trace up on it for you

Your reff number for the cancelled line and re-imbursement is # [protected]

Many thanks

Raniksha

Mtn cascades

Shopg13, mccarthy drive

Montrose,

P o box 13952

Cascades-3203

Tel: [protected]

Fax [protected]

Cel: [protected]

Dealer code:102003

[protected]@willtell.Co. Za

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My name is usman salihu I need my puk number. I lost my sim pack in the recent jos crisis, my number is [protected] and ones I usually calls are [protected], [protected], [protected] and [protected]. I need the puk urgently cuz its the only one am using please...

Please I beg you in the mtn to please enable my share n sell and at same time give me details on how to share and sell as I tried sending card that I loaded to transfer to someone and it was disabled for I week now please enable my share n sell please. My no is [protected]

On 19/2/2010 an SME Account Manager came to our offices to sort out 8 upgrades and also collect a dongle that had been sent previously to MTN for repair. Since then we have heard nothing from the lady concerned even though I have emailed her several times and left plenty of voice messages on her phone. This service is a disgrace.
Doesn't MTN want our business? Are they too big to be bothered?

I have an old sim card with 32k, and I needed to upgrade through sim swap. I bought a simplus/backup sim pack as expected, but each time I dial 180 or 181 the service is never available and I needed to browse with my phone. This is really getting me upset. I believe so much in this medium, thats why am getting across to them here. Av been on this a week now. Here's my previous sim line ([protected]). And the other [protected]. Thx

I have been an mtn customer since 2001 and always enjoyed there service till now... I have two contracts with them and my contract had come to an end in 2009 september. I didn't want to change over to another service provider so I asked them to make my no prepay. Any ways I was also at the same time panning my trip to the uk and I needed every thing sorted b4 I left. They kept me on a month to month contract while they sorted out my no (So I thought). I was paying r250 every month and still am? Its been 4months now. I come over to the uk for a holiday and every month r250 gets taken from me and I am not even using the phone in sa? I have asked joan to ensure a refund for me but now she to has not gotten back to me? When I get back to sa I am closing all accounts and will get my refund of r1000. I know its not much but stealing is still a crime.

After having the misfortune of dealing with the absolutely incompetent staff at MTN Observatory, I’m not convinced that MTN, as a service provider, would actually care about this complaint. For a company that spends so much money of building their brand, I find it impossible to believe that you would entertain such low quality, when it comes to the MTN SP’s! Never in my life have I experienced a more pathetic approach to customer service.
Naturally when I went there to secure my upgrade they were very friendly, soon afterwards I realised that I made a terrible mistake trusting these sharks to do anything other than make money off me!

The problem started when they did not have stock available of the phone I chose to upgrade to and could only secure stock four days later. At this point I specifically asked whether another outlet would have stock, but was told that since we’ve already started the paperwork, I now have to follow through with the Observatory outlet. This was obviously utter nonsense, but I let it slip and was told by the sales person that, “you will get better service from us than Canal Walk, anyway they don’t really know what they’re doing at Canal Walk”.

From the moment I received my new BlackBerry phone I experienced problems with dropping calls. I returned to MTN Observatory to query this and was told that there is a general network problem and that you are working on it. I questioned whether it could be hardware and was told that it’s not the phone or any component of it as she, Yura Davids, personally double checked everything and that all was in order. I was amazed by Yura’s sudden lack of enthusiasm and the obvious lack of product knowledge. I dealt with the call centre later that week and as the problem persisted, I was making no headway so went back to MTN Observatory and insisted that the phone be exchanged, this time she simply told me that we’ve missed the return date and that the only option would be to take the phone for repairs. She could not indicate how long this would take, she refused to escalate my complaint and they could not even offer me a loan device for the unknown repairs duration. As I use my phone for business this was not an option and I left, having yet again, not gotten anywhere and being stuck with a phone that would drop almost EVERY call I made or received!

Today I spoke with Timothy Clouts from the MTN Network Coverage department who very first resolve was to enquire whether my SIM was 3G enabled, according to him this was the obvious reason for the persistent problem. I returned to MTN Observatory to get a new SIM and to complain about the very apparent lack of product knowledge and the utterly despicable service that I had to suffer from them. No apology was made, no resolve was offered and one of Mrs. David’s colleagues screamed at me to leave her shop! THIS is NOT acceptable! As the front for the MTN brand, this barbaric attitude, is an extension of what YOU consider to be client service. I have decided to simply take my business elsewhere and will on Monday initiate the proceedings to rather go to Vodacom.

I can however guarantee you that I will lodge complaints with all available consumer forums and make damn sure that everybody I know, know of the pathetic service standard I received from MTN.

I bought a 200 naira recharge card and of which i mistakenly scratched off 2 digit.during trying process my sim was barred dis is my number [protected] and the card's serial number is ####

Last year june I upgraded my adsl line from 40mb to 500mb. Mtn didnt activate the 500mb package. I continued to use the adsl line under the impression that my 500mb was activated.
This continued from june to october. My bills were & plusmn;r1200, & plusmn;r1600, & plusmn;r3200, & plusmn;r2700, & plusmn;r2900 respectively. Prior to activating this 500mb my bill had had never reached r600.In october I logged my 1st complaint and was refunded & plusmn;r1400 for the month of september but the other months where not investigated.

Novembers bill was also incorrect and I was charged another & plusmn;r2400.

I continued to complain speaking to the call centre & supervisors on countless occasions.
This month they credited me with & plusmn;r800 which is way below the amount they actually owe me.
When I asked for an explaination they could give me one.

I have been charged a total of & plusmn;r14000 in 6 months and refunded r2200 with no explaination as to how they got to this amount.

Preveshini govender was suppose to call me im still waiting for over a week.
Nicholas lawler

I just want my money back and no dealing with mtn anymore.
My number is [protected]

I have called 16202 to get a update on my billing for the month closing for jan 2010, to get the absolute shock of my life where I am being told my bill is over r3200.00, more specifically where I am being told I have spent in excess of r1600.00 on data) , this is ridiculous, I have never spent so much with mtn ever, and strange enough I have a bill limit on at r500.00 which I set with one of their supervisors to which I received no notification of this at any time this month.

Further, about two months ago I had a huge problem with mtn wherein they could not open my account as I had exceeded my credit limit which was in the region of r2250.00, so I was blocked from receiving or making calls, and was told under no circumstances they could increase this amount. How is it all of a sudden I am getting charged in excess of this which contradicts their initial statement that the limit was the maximum amount that I qualified for, and how is it that my bill has increase by over a 100%. Where my average spend is + - r700.00 a month. I have done no more than what I normally do and when I last queried with my data package and the remainder left on the same, my general usage was well under 200mb a month, and there was a remaining amount left over.

However what makes this matter even more frustrating is the when you call into their call centre, the incompetence of the staff is appauling, they all contradict each other, from:

One consultant responding & ldquo; that is how the system charges” the next saying they can only help on the closure of the bill, I have lost my cool with mtn, how can they expect someone to wait for a reply on closure of their billing, however when payment is required they expect the same immediately, to the same instance, how can they issue you with a balance and then not take query on the same, is it not logical to sort out a problem before the consumer becomes liable for the bill, but what infurates a person more is that when you want to speak to someone senior, you have to leave a message, I have now made 4 phone calls it is over 24 hours later and I am still waiting, this is absolute appauling service.

Mtn seems to convey an attitude with their clients that you are just a number, for a consumer with an average spend of r700.00, the number starts to add up considering I have been with them for 7 + years, lets do the math then if you treat all consumers with utter disrespect for valid queries.

My sim card has been barred from the mtn network. Pls l want it unbarred. My number is [protected].
Thanks.

My number [protected] has been on "emergency" since yesterday 19/01/2010. To contact mtn has failed up till now I cannot recieve or make calls or text messages on my phone. I would need this fixed immediately because all my contacts are in there please, as fast as you can do that for me, thanks.

This letter serves to confirm the unprofessionalism, incompetency and poor service delivery conducted by mtn service provider, century city.

My problem started aprox march 2009, the day I went in to pay my bill at smartsurv house (Mtn customer centre century city cape town) their systems were off-line so the consultant did a manual transaction and I paid using my debit card. At the end of the month that payment did not reflect on my statement from mtn. I went in to enquire about this and was told to bring in my proof of payment (Manual receipt) , which I did the following day. However on this day the consultant that helped me was busy so the hostess at the door said she would hand the receipt to him. At the end of this month still nothing sorted on my account so back I went and this time I even took my bank statement to show that the payment was made. I have been back so many times since then with all the consultants promising to sort out this dilema, I also requested to see the manager and was told she would contact me, till today nothing. When the contract ran its term in june I requested it to be cancelled and a final bill to be sent, this has unfortunately has never been done and I am still being billed. I am at my wits end trying to rectify this problem with mtn but they just dont seem interested in resolving this issue.

The mobile number was [protected], r. Khan

What must I do...

Regards
R. Khan
Cell: [protected]
E-mail: [protected]@gmail.com

I sincerely express my displeasure over what MTN nigeria did to me on January first 2010.MTN Nigeria sent me ther below text: Be the first to wish ur loved ones a happy new year as we head into 2010. text their numberss to 33116 and let them recieve a new year year wish at N30.

i sent all the numbers of my loved ones including my co-workers numbers and my directors number but MTN took their charges from my account balance up till now yet to sent the msg. i just received a message that out of the 5o messages i sent on the 31 st of dec to mtn 33116 only 2 has been delievered that it is been powered by funmobile. i dont care MTN should immediately rfund me else i will go further. my number is [protected]

The details that reflect on the statements are as follows
Account: a3159521
Cellphone: [protected]
Invoice no. : e580341405

Dear sir/madam

I have a problem that need to be attended to very agently.

My name is michael sithole. I received a call from one of you agents about a cellphone promotion. Because I agently needed a phone, I accepted and subscriped. And I forgot to write down the details of that agent. Now I never received the phone up to today, its about 3 months now. Last months on the 16/11/2009 you debited r407.78 from my bank account, and again I received another statement of r157.00 to be deducted on my account this month, and they have again deducted. Please help me to stop this subscription because I never received that cellphone and the sim card. My cellphone number [protected]. The dealer still have my application.

I hope my problem will be attended to and solved. Very agently.

Yours truely
Michael nkosinathi sithole
Cellphone no. :[protected]
Id: [protected]

To whom it may concern
MTN SP/ Italk

Re: the number [protected]
The last month before italk handed there number over to MTN, (not that they ever informed the client or asked us if we will be happy that they do it, no they just went ahead and did it so as far as what I am concern I have a contact with italk and not with MTN) we got a bill on our data line [protected] for over R8000, we enquire about it and they said we used something like 4000mb of data, I am not sure how we could have ever used that amount in all the time from 28 march 2008 when the contract started I don’t think we have ever gone over the allowed amount how then in one month do we use 10 time the amount, the reason that I know we never did, is that they said we used it on the 20 August and that is our wedding anniversary, and if I cannot tell u what I have done every other day of the year I can defiantly tell you what I did that day and it is definitely not sitting on the computer, somewhere there is a big mistake, I have tried numerous times to call italk and mtn to sort this out but every time it is the same story sorry it is right and you will have to pay, well sorry it is not right and I will not pay it. I am still prepared to pay for the monthly subscription cost of R250.00 until 26 March 2010 then you can cancel the contract so I am giving you more than 60days notice on this number
Then re the number [protected]
I am giving you 30 days notice on this number from the 1 Jan 2010 we will not pay for anything on this number. The contract is already expired
I will pay for this last month the subscription but then this number is canceled
On the number [protected]
I will pay for the subscription until the contact expire on the 14 October 2010 then this number is also cancelled

Seems that not italk or MTN is prepared to help me over the phone I had to address you via email
And I hope I will get a response back ASAP,
well not that I will hold my breath and hope I will because I am sure I will never hear from you people

if I had the email address of your director or CEO I would have send this email to them,
so if you can be so kind to please forward this email to then also
then they can also know how there company is ripping of the customers,
but I am sure you would not do that ether

Kind regards

JOHN NAUGHTON

Trisha Naughton
Cell: [protected]
Fax: [protected]
email: [protected]@iburst.co.za
Voip: trishanaughton2 (skype)

Good-day, my phone was stollin 4 some few days now and i want 2 activate my old line which is [protected] with the new line i bought which is [protected] tanx 4 ur urgent respound.

I was unable to recharge a new credit card bought claiming it has already been used. card serialnumber; [protected].
my mobile number is [protected]