Account wrongfully suspended due to MTN incompetence

My MTN account has been wrongfully suspended due to the incompetence of the MTN Northgate store (the store inside the mall) and MTN billing department.

I have a query outstanding since mid January when I returned a laptop within the 7day return period. The laptop was returned due to the consultant providing the wrong spec laptop. He also acknowledged this in writing. I was then billed R15k for a laptop that was returned to MTN.

Over the last 3 months, I have called the call centre numerous times, have sent emails to accounts, retentions, complaints, an account manager. The call centre agents’ response is that a manager will call me back. No one calls back or replies to my emails. I have a long list of reference numbers.

I called Komotso the Northgate MTN store manager to correct my account. On the first occasion she requested that I call the consultant who assisted me. He is now at the Ferndale branch. This was unacceptable, MTN Northgate needed to rectify this. On the second occasion, I told her that the billing department is requesting a RNA number. She said that she will follow up and call me back. To date she has not returned my call or corrected my account with billings.

I have called MTN billings and asked them to call MTN Northgate. The consultant refused. I just need them to talk to each other and establish that I do not have a laptop. It was returned to the store.

On 31 March 2022, MTN wrongfully debited my bank account with R15k.. I called 135 and the store manager. Both said that they can not assist me. No one would take responsibility or reverse this error. I had to call my bank to reverse MTN error.

MTN has failed to cancel the contract on the system. Today (19 April 2022), MTN has suspended my account due to a laptop account that they have not credited and corrected. This affects the use of my cellphone which is on the same account. My cellphone is currently suspended.

Mtn’s service has been shocking! I have been passed from the store to the call centre to retentions, to call centre managers that would supposedly call me. There is no resolution.

This is unacceptable for a customer who has been with them for 20 years without any prior defaults. It’s shocking and I’m want to close my accounts at MTN and use another service provider.

Please address this ASAP as I cannot use my cellphone to make calls due to your incompetence.