***** AND BAD SERVICE AT MTN - CANAL WALK (CENTURY CITY)

<p>Dear Hello Peter</p> <p> </p> <p>I would like report ***** and bad service experienced at MTN.</p> <p>I have a data contract with MTN, which I pay R641 per month for, to my surprise, on the 25th of May 16, an amount of R5023.00 was debited from my account by MTN (and my normal debit order date is the 27th of each month), I immediately asked for 2hr leave at work to go the bank to find out what happened and do a reversal thereof. Luckily the bank reversed the amount and charged me a fee for reversal. Yesterday, I went to MTN at Canal Walk to find out what had transpired and why was account debited 8 times whereas we agreed on a contract that I would pay R641 for a period of 24 months. A sales consultant by the name of Salmaa, informed that there was ***** on my account. Two contracts consisting of two iPhones with contact numbers *** and *** were opened at Nicolway in Gauteng and then she advised me to open a case and bring an affidavit that states that I did not open the accounts.</p> <p> </p> <p>Today I drove around looking for police stations that can make a copy of my ID and eventually I found one. I then went back to the MTN canal walk branch where I was welcomed by a sales consultant named Dawid. I explained to Dawid what had happened and that I was bringing my affidavit as advised by Salmaa and I asked him how did the ***** happen on my account in Gauteng when I live in Cape Town? I proceeded to ask; what due diligence did MTN do to ensure that a formal process was followed such as asking for my original ID copy and proof of address? And I asked if the signatures matched? As well I mentioned that the address that was used is not the same one they have on the system.</p> <p> </p> <p>Dawid told me he was just a messenger and it is I as the customer’s responsibility to ensure the security of my account and that therefore the ***** is my fault. I explained to him that with all due respect that was ****, the fact that I have to be running around , wasting my time and petrol, fixing something that I was not even involved in when it was taken out. At that point Dawid, became very annoyed, his body language exhibiting signs of irritation. I became very frustrated with him as he he kept on insisting that I was liable and responsible for the whole situation and that from his side MTN didn’t have any ownership in the matter. I continued to explain to him that is not the response I expect as I was not the one who authorised and approved and questioned the due diligence as I am in the Western Cape with my ID as to how could have this happened. Dawid said I was verbally abusing him, of which I seriously became shocked, as we were disagreeing on the process that he was explaining when up-grading (he was explaining new contract and kept telling him the ********** activity occurred on an existing contract). He informed me that I had 10 seconds to leave the store, of which he subsequently proceeded to go and call the mall security to escort me out of the store.</p> <p> </p> <p>Inclusion, (1) I would an apology for the way I was treated, (2) MTN must sort out this issue immediately, (3) reimbur*****t for my time, bank charges fees for the reversal, petrol and (4) lastly, Dawid must be taken to a customer service training and stress management course to know how to deal with customers .</p> <p> </p>