MTN pre-paid epic service delivery failure.

Please see the contact record with MTN below.  An employee of our has money
vanishing from here account as soon as she loads airtime (and we all know
what they reason probably is), but in order to determine this we need a
statement of transactions and calls made.  There must be hundreds if not
thousands of these requests regularly.

How could I address this:  Via the Office of the Consumer Protector, ICASA
or another route?

Also, there must be MTN people here.  What is your response to this
appalling state of affairs?

regards

Roland

---------- Forwarded message ----------
From: Roland Giesler
Date: Fri, May 11, 2012 at 10:10 AM
Subject: Re: Pre-Paid Enquiry – Pay As You Go [#5203528]
To: [email protected]


Please find my response inline below

On Wed, May 9, 2012 at 4:23 PM, 173 GP Escalations <
[email protected]> wrote:

> Good day,
>
> Please note the below.
> 1. Details on prepaid numbers (incoming and outgoing call records) are
> only furnished in exceptional circumstances;
>

This is not acceptable.  MTN has not right to withhold this information
from a client that pays to use their service.  If MTN were to deduct more
for a call than advertised, there would be no way for a user to easily see
this.  I suspect this happens anyway from time to time or possible even
regularly, which is probably why you do not want to disclose this.


> 2. Prepaid subscribers are not automatically entitled to be furnished with
> such information, especially details of incoming call records.
>

The are entitled since they are the ones that make or receive the calls and
they are paying for it!!


> 3. An application for such records can be made, but only where the records
> are required for the exercise or protection of a right, eg; where the
> person requires it to prove a call to an insurance company, or to prove a
> call was made to stop a lost or stolen credit card. In such circumstances,
> the prepaid subscriber must complete the PAIA forms in full, and provide
> proof that the prepaid MSISDN belongs to and is in use by him / her. If no
> proof is available, the sub must go to a police station and depose to an
> affidavit confirming the above.
>

This is completely unacceptable and borders on the ridiculous.  We have and
RICA law in South Africa which identifies the owner of a cellphone number.
 Without that one's simcard doesn't connect.  There is no reason why you
should be taking a clients payments without question, yet when there is a
query as to what happens to that money (as is the case now indeed), you lay
a huge stumbling block into your client's way.

I insist that this matter is escalated immediately to appropriate senior
management to address this failure of MTN to provide even the most basic of
services to a client.

I'm also copying this into the public media.

Roland Giesler



> --Original Message--
> From: [email protected] <[email protected]>
> Date: 5/9/2012 10:31:50 AM
> To: [email protected]
> Subject: Pre-Paid Enquiry – Pay As You Go
>
> Veliswa Dayile
>
> Cell Phone Number: 078 xxx xxxx
> Land Line Number: xxx xxx xxxx
>
> I am Roland Giesler and I employ Vxxxx Dyyyy, the owner of this number.
>
> We are appalled at the extremely poor service MTN offers pre-paid
> customers.  Your website, which is excruciatingly slow to start with,
> doesn't offer any account information, balance, last x transactions of any
> sorts.  I was told by an agent on 173 than we had to fill in a form and the
> fraud department would investigate!  Do you people have nothing else to do
> but waste customers' and your own time?  Surely providing this info online
> is the most primary and simple function that your huge website should
> offer??
>
> I see no reason why anyone should stay with MTN as a pre-paid customer.
>  Both CellC and Vodacom provide this information very easily accessible,
> but your call-centre agent said: It is not available.  That is a lie: It is
> available. MTN just doesn't consider their pre-paid clients enough to make
> it available. That would be a more correct statement.
>
> Why should we stay with MTN?
>
> 1. You could, for starters, send us a statement of all transactions for
> the month in email.
> 2. Then you can fix your website so one can actually log on and use it.
>  As it is it's too slow. (No, it's not my internet link, it's just MTN's
> site)
> 3. Then you can fix security on your website.  I just changed (it took 15
> minutes - that's how slow the site is) the internet logon pin on this
> number without being prompted for any OTP or security.
> 4. Then you can start taking your pre-paid clients seriously and issue an
> apology in the media for treating your client with such contempt.
>
> Then we might stay with MTN...
>
> Your service provider is: MTN
>
>

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