SJ
Simeon J
Active since Jan 2025
2
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0
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2 reviews15 months ago
MTN and CoActivate’s Handling of My Cellphone Contract Application
I am writing to lodge a formal complaint regarding the poor handling of my cellphone contract application by CoActivate, a service provider acting on behalf of MTN, as well as the lack of resolution and responsiveness from MTN. Below is a chronological account of the events and communications, highlighting the unacceptable outcomes at each stage: 1. Application Submission (27 November 2024) • I app**** online for the Samsung Z Fold 5 Black Friday deal for R750/month, data & minutes inclusive. • A consultant from CoActivate, Mr. Sibonelo Mbuyazi, contacted me on the same day to assist with my application and requested my latest payslip, three months' bank statements, and a copy of my ID. 2. Document Submission and Follow-Ups (28 November 2024 – 7 January 2025) • I submitted all requested documents to Mr. Mbuyazi on 28 November 2024. • Despite multiple follow-up emails to Mr. Mbuyazi on 2 December 2024, 10 December 2024, 2 January 2025, and 7 January 2025, I received no response. • On 7 January 2025, I submitted a complaint about the situation to CoActivate and MTN via contact@coactivate.co.za and backofficesupportservices@gmail.com respectively. • On 13 January 2025, I submitted additional complaints to MTN via complaints@mtn.com and to ICASA via consumer@icasa.org.za • On 14 January 2025, I submitted additional complaints to hellopeter, CoActivate as the subject business. • To date, I have not received any meaningful response other than an automated acknowledgement from MTN on 13 January 2025. 3. Call to MTN Customer Care (2 January 2025) • I phoned MTN for an update. • MTN advised that the application could only be completed by Mr. Mbuyazi and claimed to have sent him an email requesting an update. 4. Calls to CoActivate 031 941 9220 (6 and 7 January 2025) • On 6 January 2025, I phoned CoActivate. The receptionist said she would email Mr. Mbuyazi for an update. • Later that afternoon, I followed up and was informed that an email had been received by the receptionist, stating that I would be contacted, I was not contacted. • On 7 January 2025, I phoned CoActivate again, asking to speak directly to Mr. Mbuyazi. The receptionist transferred me, but the line went unanswered and disconnected. • I phoned back and was informed that Mr. Mbuyazi might be on leave, and I was advised to call back on 13 January 2025. • After confronting the receptionist about the inconsistencies in her responses, she could not clarify how an earlier email had been sent to her claiming I would be contacted. I believe this to be a delay tactic. • The receptionist transferred me to an alternative consultant that she confirmed would be available, however the line went unanswered and disconnected. 5. Escalation Through MTN (7 & 13 January 2025) • I spent hours phoning MTN. Calls were transferred between departments, and at one point, I was instructed to call 082 1945 in order to resolve my application, the number for Vodacom’s customer care line. • A final MTN consultant informed me they could not process my application as it was “locked” in their system. They confirmed it was with CoActivate and showed a status of “awaiting documents”, despite my submission on 28 November 2024. 6. Application Cancellation (14 January 2025) • On 14 January 2025, after further attempts to contact Mr. Mbuyazi and being informed that he remains on vacation, CoActivate informed me that my application status had changed to “cancelled.” • This is deeply troubling, as someone had time to update the system but failed to contact me to resolve the alleged issue of missing documents. • I ended my conversation with CoActivate by informing them of my intention to escalate this matter and that I have/would submit complaints (as outlined herein). The receptionist then stated she would contact a manager to investigate what happened to my application. 7. MTN’s Lack of Assistance (14 January 2025) • My wife contacted MTN via Facebook Messenger. Instead of addressing the issue, MTN unhelpfully directed her to call their generic customer care line (083 135). • Later that day, MTN called me to confirm that their system showed my application had been cancelled. • The consultant, attempted to resolve the situation by manually updating my details and successfully completed my personal financial checks. However, she informed me that the original Black Friday offer was no longer available, and that they had no stock of the Samsung Z Fold 5. • Flabbergasted at her misunderstanding of my situation, I asked to speak to a manager. She stated that her manager, Melissa, was in a meeting and unavailable but promised to ask her to call or email me back. • Later on the same day I received a followup call from the same MTN consultant (perhaps after she had spoken to her manager), she confirmed that they could not assist me with obtaining the original black Friday deal. This is completely unacceptable. Unfortunately, since my prospective business is but a grain of sand amongst their giant sand dune of income, nobody seems to care. No responsibility has been taken nor repercussion for those at fault. The opportunity of obtaining a black Friday deal from a more reputable service provider has been ****** from me, had I known the poor service that I would have received from the incompetence of MTN & CoActivate.
0 replies
15 months ago
Extremely Poor Service and Communication from CoActivate
I am extremely disappointed with the lack of professionalism and incompetence displayed by CoActivate in handling my cellphone contract application. I app**** for a Samsung Z Fold 5 Black Friday deal through MTN online on 27 November 2024, and my application was assigned to a CoActivate consultant, Mr. Sibonelo Mbuyazi. Despite submitting all the required documents on 28 November 2024, I have received no updates on my application status. Since then, I have made multiple attempts to contact CoActivate to follow up on my application, via phone calls and emails, only to experience the same frustrating scenario: The secretary transfers my call to the consultant or an available agent. The line rings endlessly and eventually disconnects. No one follows up or gets back to me after these failed calls. On 7 January 2025, I was informed by the secretary that the system showed a note next to my application stating, "awaiting documents." This is incorrect as I submitted all required documents on 28 November 2024. Today (14 January 2025), the system suddenly shows that my application has been cancelled. This raises serious concerns because someone clearly has time to update my application status on the system but no time to contact me to resolve the supposed issue. Instead of notifying me or following up about these so-called "missing documents," they silently cancelled my application. To make matters worse, I have received no official communication from either CoActivate or MTN about this cancellation, leaving me frustrated and in the dark. This level of service is completely unacceptable. Not only has CoActivate failed to process my application in a timely manner, but they have also demonstrated an utter disregard for communication and customer care. If CoActivate cannot handle their responsibilities as a service provider for MTN, they should not be entrusted with such important tasks. Their inefficiency and lack of accountability reflect poorly on both their company and MTN. I strongly advise others to be cautious when dealing with CoActivate. My experience has been nothing but frustration, and I would not recommend their services to anyone.
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