I upgraded my contract in November and received my Samsung phone instantly in store. We are now in March but I am still being charged for BIS? I visited an MTN branch and the agent had to then contact another department to be advised that the customer should have deactivated this service? The agent promised to escalate the matter and to give me feedback today. To no surprise, I am now the one who has to follow up again. How is it possible for a telecommunications company to charge a Samsung user for a Blackberry service? The most frustrating part of it all is the lack of urgency to rectify the matter. One has to furthermore call an MTN call centre because changes to ones postal address or bank details cannot be done in an MTN Branch? Ironically the reverse side of an MTN statement stipulates that you can "hand in at you nearest MTN service provider store / dealership"? How's that for providing an aftercare service to your customer? I have not mentioned the agents name because I truly believe that MTN "head office" should take responsibility for ensuring that their staff are adequately trained to be efficient enough to handle any customers queries & complaints.
0 comments