ABYSMAL CUSTOMER SERVICE for 18 MONTHS NOW - Double Billing

I am writing on behalf of a friend who is unable to post this. In April of 2022 I assisted her in ordering a laptop online. All seemed easy until it came to delivery and then the fun and games began.

Delivery was a nightmare Delivery arrived – MTN PIN system was not functioning, neither was the fingerprint machine so PC not left I had to harass to get PC delivered Happened two weeks post first delivery – not without LOTS of phoning – emails all ignored Delivered without bag and mouse Emailed – no reply - blackhole We decided to leave the bag and the mouse BUT……. Modem not working from the start. Mrs Matlawe’s daughter went to MTN store and was not assisted I fetched Mrs Matlawe and we went to Westgate where we were told online orders could not be helped in store We then came to MTN 14th Avenue and received no assistance there either – staff willing but unable I eventually went to Cresta MTN after testing the modem myself and finding it faulty – a young gent there took the modem and logged it for repair – I did however in the meantime buy a brand new one which did work You (Iona Maclean) kindly got Kevin to assist We came in on Wednesday 7th June 2022 09:30 Kevin got Zolile to assist and the following was going to happen Contract was going to be cancelled and a new one instated Kevin asked me to return the PC and Modem which we did and they were giving a completely new PC, SIM, Modem We waited basically until the fire alarm went of (at 13:30ish) but at that stage the contract had not yet been cancelled and reinstated to the new one R239 per month which is the current offer (sadly because of the fire we never received proof of handing in PC) Zolile kindly kept me posted and I collected the new PC and Modem and Bag today (15 June 2022) but…… On double checking that the monthly was correct – it had not as yet been corrected – it's still in some pending state. Zolile really struggled when we were there for ANYONE to assist from the finance team. Now 18 months later Mrs Matlawe is STILL being double billed, inspire of numerous phone calls on her part. So on the 2nd I collected her and we headed into the Customer Service Centre in Constantia (opposite Flora Clinic). The receptionist was so busy watching a rather loud video and couldn't stop it - so we patiently waited. EVENTUALLY she attended us. We went through the reason we were there, received a ticket. Were kindly attended by G4S security and cleaning lady. Sadly the rest of the experience was abysmal. When we got into see a consultant - he told us he can't assist and asked another lady, who was also unwilling. He was apparently 'Sales' and she was indeterminate. We were told that complaints and billing would only be in NEXT week. At which time I threw my toys out of the cot, as Mrs Matlawe was going back to work on 3rd January 2024. Having thrown my tantrum, the gentleman RELUCTANTLY helped us. He had access and could see all the detail and agreed that double billing should not take place. However he was unable to assist - but did at least send an email.