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MTN customers fume at call centre closure

Cape Town - MTN [JSE:MTN] customers have expressed their frustration with the closure of the mobile operator's call centre as strike action continues.

MTN warned subscribers last week that customer service may be impacted as the strike over pay loomed. The company said that only the call centres are affected by an ongoing strike.

"MTN is busy attending to all operational issues raised. At this moment the affected areas are the call centres," Themba Nyathi, MTN SA's human resources manager, told Fin24.

But the company's subscribers expressed their frustration with billing and statement troubles.

"I have been querying my last three months' bills because of the unusually high data costs. I'm now waiting four weeks for an itemised statement and they are still unable to give it to me; my MTN Active has not worked for six months and it's impossible to get through to 1761, because it rings for 10 minutes then turns off," wrote Fin24 user Duane Le Roux.

"My billing problems started long ago before the strike... in February to be precise. MTN has turned into a nightmare to me. I'm receiving an allowance from my employer, which implies that I have to produce an authentic bill from MTN as my service provider before I can submit my claim for payment. I have been to their head office in 14th Avenue, but nothing comes right," added a frustrated Elias Sehoana.

Personal data security

Nyathi said that service at the call centres would be restored soon.

"MTN's contingency plans are being activated. Services in the call centres will return to normal in the next 72 hours."

But the call centre issue also extends to security of personal information for some subscribers.

"Accessing billing info is archaic to say the least. [There is] no two-step authentication and password, but a mere simple email to state where the info can be found. All it requires is a single click and not only current info but also historic info pops up," wrote a Fin24 user called Ron.

Fin24 user Harold Miller was upset that complaints to MTN about the security of personal information have not been heeded.

"Yes, I began receiving my MTN statements, personal information and details via an email with a link therein. On clicking the link, the site opened with all my personal details, statement and phone call numbers without having to put in any password or any security measures.

"I complained about this to MTN on several occasions and all they said is that there was nothing they could do and that I should secure my email account.

"This is utterly inexcusable, a total disregard for my privacy and a gross infringement of my constitutional rights, which as an individual, I could not challenge through a system of call centres.

"It is time that MTN pay up for this gross negligent and disregard for people's rights."

Customer service

Last week, the mobile network operator had to close its e-billing portal after security flaws were exposed.

For others, the service disruptions are a poor reflection of organisational structure.

"They have had problems with their billing for more than a month - nothing new; the service from MTN is shocking. I've been a customer for 20 years without a problem as my debit order goes off every month without any problems," wrote Fin24 user Desiré van der Merwe.

She said customers are often frustrated by what they perceive as poor interaction with call centre staff.

"The cellphone providers are so mighty [that] you can only talk to call centre agents that promise you that your problem will be fixed; (they) give you a reference number and then it is the customer's problem to get it sorted.

"Hire staff that can satisfy your customers."

Concerning reimbursement, MTN said it is intent on meeting subscriber expectations.

"MTN is looking at all options in order to satisfy customers. Subscriber credit reimbursement is standard practice even when there is no strike," said Nyathi.


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