MTN complaint: Misleads – MTN and Rewards Co

Complaint from RiazSR58 reported on 23 March 2024 about MTN

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My complaint:

Good Day,

I had applied for a Home Internet package through the MTN website, shortly after I received a call from an agent from Rewards Co, I believe on the 2nd of December. The deal itself included a R1000 Makro voucher, and 12 months Disney subscription. On the call, the agent and I had discussed the voucher, and the agent had assured me that the SMS would be sent containing the voucher number.

On the 9th of Jan, I contacted MTN Customer Care, who redirected me to Rewards Customer Care. Reference number: RCO473506. One month later, on the 9th of February, I received an SMS stating that the outcome of the investigation was deemed valid – and called back for more information. After going back and forth with the service representative, a 15 minute call – of which more than half was on hold, I was advised that the investigation had been deemed valid as the aged had lied but they were happy to compensate me R250 for my inconvenience.

Overall, the service is absolutely terrible, and the reality is that if these are the ethics that MTN as a brand are willing to partner with – then these matters do need to be escalated to Icasa and the Ombudsman. How many other clients were done down by the amazing deals that MTN advertises only to be dealt with by subpar partners – and may not know the correct escalation channels?

I look forward to a response, and a copy of both call recordings.

Kind Regards,

Riaz Seedat

Suggested solution:

I want what was promised to me on the call, as well as both copies of the call recordings.

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