Appauled by the utter disregard for customer service by MTN South Africa after 11 months of billing for a mobille number that does not even exist on the MTN platform

After 11 months of following with the MTN complaints, customer service, billing and porting departments and even going so far as to complain to the CEO, CFO and COO of MTN Group and the MTN SA CEO I have had absolutely NO assistance from MTN to resolve incorrect billings issued to me for a mobile number that has been ported out of the MTN platform. In addition, I cannot make any calls to nor recieve any MTN calls to my mobile number.

To provide you with some context, my MTN mobile number ***) was ported to Vodacom in September 2020. My contract with MTN was changed to prepaid and the port was successfully completed as confirmed by both the MTN porting department and Vodacom.

Subsequent to the porting, I have been continuously billed by the MTN billing department for the same mobile number and have been unable to make or recieve any calls from MTN numbers. MTN changed my billing setting so that I did not have to reverse the constant monthly debit orders. That still did not stop them from billing me for a service they did not render.

Over the past few months, I have visited numerous MTN stores, phoned the customer complaints center and MTN store managers numerous times and obtained various referance numbers in order to follow up, escalate and resolve this matter. I eventually even paid the total outstanding amount to MTN, for incorrect invoices billed and dated after the mobile number had been ported, in order to just be able to resolve the issue and make and receive MTN calls for business purposes.

It has taken almost a year and this matter has still not been closed out. The customer service at MTN has been utterly appauling. I have had to take matters into my own hands - going so far as to obtain internal information and communicate this to the respective internal MTN departments, who seem completely incapable of communicating with each other. I have reached out to executives who dont seem to care about their customers enough to even warrant a response!

It has taken 11 months and MTN still cannot resolve my two basic issues 1. Please confirm that the MTN billing department has updated their system to correctly reflect that my number has been ported to Vodacom, thereby no longer billing me for a number that does not exist on the MTN platform. My understanding, based on the feedback I have had to date, is that once this is resolved I will be able to make and receive calls to and from MTN mobile numbers. 2. While the billing department is satisfied that there are no outstanding amounts owed, they have not corrected and refunded me for bills issued to me post September 2020, being the time period in which my number was ported to Vodacom. Based on the MTN statements emailed to me, I have been billed up to and including July 2021.

There is an utter disregard for customer service by MTN South Africa. It is absolutely appauling!