Die VF Plus het ‘n positiewe gesprek met MTN gevoer as deel van die party se poging om MTN-rekeninghouers te help wat voortslepende probleme rondom diens en veral fakturering ervaar, sê adv. Anton Alberts, die VF Plus se parlementêre woordvoerder oor handel en nywerheid.
Van die probleme wat aan die VF Plus oorgedra is, is buitensporige rekeninge, en groot frustrasie wat veroorsaak word deur gebreke in die administratiewe stelsel van MTN om dié probleme op te los.
Die VF Plus het ‘n hulpdiens daar gestel (help@vfplus.org.za) en het die saak by die verbruikerskommissie aangemeld sodat dit as ‘n formele dispuut behandel kan word en ontevrede gebruikers sodoende gehelp kan word.
Honderde mense het die afgelope twee weke van die diens gebruik gemaak.
Volgens adv. Alberts het hy in die week ‘n vrugetevolle gesprek met MTN gevoer, en dié diensverskaffer het onderneem om sy volle samewerking aan die VF Plus te gee in ‘n poging om probleme op te los. (Sien MTN se aangehegte verklaring).
“Die vergadering met MTN het baie goed afgeloop en daar is onderneem om alle probleme wat die VF Plus by MTN aanmeld, met die hoogste prioriteit te hanteer. Ons nooi dus mense uit, veral diegene met abnormale hoe kostes, om hul klagtes by die diensadres aan te meld met “MTN” in die onderwerp-veld.
“Die VF Plus sal ook gesprekke aanknoop met ander selfoondiensverskaffers en daarom staan dit mense vry om ook klagtes aan te meld met die bepaalde diensverskaffer se naam in die onderwerp-veld.
“Die VF Plus beskou MTN as ‘n belangrike bydraer tot Suid-Afrika se ekonomie en daarom is dit belangrik dat probleme tussen die maatskappy en sy talle kliënte uit die weg geruim word. Die ooreenkoms tussen MTN en die VF Plus is ‘n korrekte stap in daardie rigting.
“MTN se positiewe gesindheid moet ook geprys word. Hy het selfs ‘n toegewyde kanaal geskep waardeur kommunikasie met die VF Plus in dié verband vergemaklik kan word,” sê adv. Alberts.
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Hier volg MTN se verklaring oor die aangeleentheid:
For immediate release
10 December 2015
MTN listens to customer complaints and pledges to resolve each grievance satisfactorily
This morning, members of MTN South Africa executive team met with a delegation from the Freedom Front Plus to discuss customer queries that the Freedom Front Plus had pledged to pursue with the National Consumer Commission (NCC) on behalf of MTN customers.
The meeting was conducted in a cordial and frank manner. The issues discussed included the importance of customer education on data usage, billing and improvement of customer service.
The Freedom Front Plus submitted to MTN all customer complaints that they have received for investigation and resolution.
Eddie Moyce, Chief Customer Experience Officer, says the engagement is indicative of MTN’s openness to engage with its stakeholders on any issues of industry and national interest, and it is a testament of how civil society and the private sector can rally together towards a common objective.
“During the meeting, it quickly transpired that both MTN and the Freedom Front Plus have a common goal of improving customer experience and ensuring that mobile subscribers have a pleasant and seamless experience when they interact with the operators, including MTN. MTN welcomes and embraces consumer activism as it helps to improve customer service, keeps us on our toes and help us to entrench customer-centric ethos throughout the business. We are pleased that we had this engagement and the feedback we received from this meeting has certainly been valuable.”
Moyce says MTN has undertaken to prioritise the issues discussed and speedily introduce mitigating interventions in a bid to improve customer experience.
“This undertaking is part of our strategic intent of making the customer central to everything we do and forms part of our quest to offer a distinct customer experience. We are working around the clock to ensure that these words do not ring hollow, but instead becomes the attributes that our customers can relate to and associate with the MTN brand,” Moyce concludes.
ENDS
FOR MORE MEDIA INFORMATION, PLEASE CONTACT:
Bridget Bhengu: Senior Manager – PR and Communications, MTN SA
Cell: 083 212 1964 / E-mail: Bhengu_b@mtn.co.za
Mamello Raborifi: PR Specialist, MTN SA
Cell: 083 214 5681 / E-mail: mamello_r@mtn.co.za
ABOUT MTN GROUP
Launched in 1994, the MTN Group is a multinational telecommunications group, operating in 22 countries in Africa, Asia and the Middle East. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code: “MTN.” As of 30 September 2015, MTN recorded 233.0 million subscribers across its operations in Afghanistan, Benin, Botswana, Cameroon, Cote d’Ivoire, Cyprus, Ghana, Guinea Bissau, Guinea Republic, Iran, Liberia, Nigeria, Republic of Congo (Congo Brazzaville), Rwanda, South Africa, Sudan, Swaziland, Syria, Uganda, Yemen and Zambia. Visit us at www.mtn.com
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