MTN claims that continued complaints from iTalk customers trying to get their phones reactivated are isolated incidents.
George Barbaressos, former CEO of iTalk and now heading the division at MTN, says the complaints to the iTalk call centre, which he says is still running, has slowed, and any trouble iTalk customers are having should be isolated incidents.
Last week, a barrage of unhappy customers contacted ITWeb and several online complaint sites following suspended connections and a runaround from call centres.
iTalk was bought by MTN earlier this year, and Africa's mobile giant said iTalk customers were victims of the billing migration process. “MTN apologises for any inconvenience experienced by our customers. The problem was caused as a result of the process of migrating customer data from iTalk to MTN service provider,” the company said in a statement.
While iTalk clients desperately tried to get their cellphone contracts reinstated and to get hold of the iTalk call centre, MTN said the trouble had been resolved.
However, while customer complaints seem to have been stemmed, several readers say they are still unable to get hold of the right people to sort out their problems.
Barbaressos admits that last week's problem was large-scale, and the contact centre dedicated to iTalk customers experienced high call volumes. “Some customers may not have been able to get through.”
According to Barbaressos, the company is paying a particular focus to any queries that are coming from iTalk customers, and customers should try contact the iTalk contact centre for help.
Share
