Absolutely Pathetic

Pathetic service / MTN services available beyond the grave

According to the service we are experiencing and the answers we are given by MTN, I’m made to believe that MTN’s services are available beyond the grave. Why else would they charge for a contract cancellation on someone who passed away?

On 9 August 2017 my father passed away. My mother got all the documentation that was required together, and visited MTN on 21 August 2017 to get the contracts cancelled as my father is no longer with us to use it. She has her own account with MTN and does not need all the other numbers or facilities on my father’s account (A ********** ) – there are only 2 that she wants to get transferred to her number.

On 28 August 2017 my mother was contacted and informed that she had to take in the devices (Sumsung S8) to the nearest MTN, for the contract that was taken out on 2 July 2017 to be cancelled.

My father had 6 lines on his account, which included my sister’s line, my grandmother’s line, his own line and data lines. My sister got her number transferred over to her name in Nelspruit within 7days, where we are struggling now for almost 2 months just to port 2 numbers (one of the data lines and my grandmother’s number) to my mother’s existing MTN line, and trying to get the other lines and numbers cancelled.

My mother went to MTN Kollenade several occasions and spoke to almost 5 different consultants and each one is giving her different explanations and different processes to follow. We even contacted MTN head office for help without any success. As if my mother had not gone through enough, trying to mourn and deal with the passing of my father, MTN changed the contracts to prepaids instead of cancelling it. After the changes were made my mother was informed that she owes MTN R18674.87. My mother did not understand why the amount was levied so she did not agree with the amount ( the amount was not explained nor was detailed information given to her), where after she was informed that if she does not pay the amount that MTN will put a claim in on my father’s estate. My mother was also informed telephonically by a customer services consultant that one of the managers confirmed they do not agree with the amount and that no charges should be held against her for the cancelations – I unfortunately do not have the name of the consultant or manager.

It is almost 2 weeks passed since our last e-mail enquiry we forwarded to MTN on 3 October 2017 about the R18674.87 and no one has come back to us with the reason for the charges (we were told that someone will come back to us within 48hours). We are trying to find out what the charges are for, because we gave ample time in advance to cancel the contract. It is not like my father is breaching the contract, he passed away, this is an unforeseen circumstance. I would gladly pay R18674.87 if MTN’s services were available beyond the grave, because I would give anything to hear his voice just for one more time.

All we want is to get this matter sorted. To get the relevant lines transferred accordingly to my mother’s number/account like she requested numerous times and to get the rest cancelled. We have contacted our lawyers to help us with the way forward on the matter because MTN is not coming to light.