After 10 years I will leave MTN

Hello.

I few months ago I received an sms from MTN saying that I have successfully renewed my subscription to MTN Gamer +. I had never subscribed or even knew that I was subscribed. I immediately called MTN customer care call center number (135) to cancel the subscription and asked how long it was happening. I was told that they couldn’t go further than 6 months but this has charged to my account from 6 months ago. I had asked for a refund to be initiated to my account. I was given a reference number and was told that an investigation will be done and someone will contact me by 5 working days. After a week or so I called in again and was told that MTN could not process the refund because this was not an MTN service and I should call WASPA to lodge an investigation. I called WASPA and was told that neither MTN nor MTN gamer +was part of WASPA hence they could not investigate.

I called in to MTN again and was given another number which when I called did not exist. I called into MTN again after which the matter, or so I was told would be escalated and some would call me within 5 working days. I again waited for a week and no one called. I called in again and spoke to a agent who had said that the investigation is ongoing and they could not give me a estimated time to completion. I had accepted that and would wait up 20 days for this to resolved as per what was discussed with the agent.

I then received a message about a week or so later that my query had been resolved. No-one from mtn had called me and the decision of the investigation not communicated.

I called in to find out what had happened only to my disgust to find that after a month and a half, I was told that they cannot process refunds, this would need to be done at the head office call center, ********** 000. After, some justified venting…I called the Head office call center and lodged my request for refund. This was done last Friday the 10th of May. I was told that my query has been logged and escalated and I should receive feedback within 24 hours. I waited and on the 16th, (yesterday) I called in to ask what has happened only to be told, they have sent an email to gamer + to find out information and have not received any information, no follow up has been done. I had been waiting on that call for over half an hour to be given such a pathetic response. I had asked to speak to the manager of the call center only to be kept waiting for 15 minutes, after that I ended the call.

Regards

Kumaran