Atrocious Customer Service!

Ive been a loyal customer prepaid for as long as I can remember. For the last few months I noticed my airtime been taken despite me not using it at all. I then asked went into a store and they advised me to dial *141*5 to unsubscribe from subscriptions which is added to my account, I had no idea how this got onto my number, anyways I used the self serve option I was given and from there I did it regularly. When I checked for subscriptions it would say you are not subscribed to anything! I was good.

A few months later I noticed this happening again. I checked the self serve but was TOLD NO SUBSCRIPTIONS.

Then the worst part of it all is...

Called your call Center in Durban. Let me point this out. I called 173 and was advised the number has changed and gave me the new number. This will make sense later.

I spoke to the agent and was advised I do have subscriptions on my account and subscriptions comes from different forms. I understand that. She then told me how to remove this and gave me a different code to remove the subscriptions. At that point I asked why they cannot stop this and I should just use the code. Which infuriated me because all this time I was doing my part by checking I've no subscriptions and now MTN is saying despite you doing that it will just always recur. I asked to speak to a manger who was Zethaba Owen. Who to be honest was terrible. Patronizing and lying me the entire time. I asked him to stop this services to make sure this doesnt happen again, he said he will but i still need to do this code. I just went mental because now i NEED TO KEEP CHECKING MY PHONE TO MAKE SURE THESE CHARGES ARE NOT REMOVED. I then asked the manager to give me R10 aitime/credit/minutes for the trouble and aggravation caused do you know what a manager told me? This is a invaild reason why I'm calling. I can go on and on. The manger who I spoke to then said he will raise this with his billing team to add the R10 airtime/minutes and it can take 2-24 hours reff number 1- ********** 6951.

When I ended the call, I got a text to say the issue has been closed!

Firstly. I would like you to listen to that call and let me know what type of people you promote as managers. Secondly I would like a follow up on the case which was raised then closed.

Thirdly I would like to make a formal complaint about the service I've received.

Ive been in touch with the ombudsmen and I need to raise a case with you guys first so i NEED TO DO THIS.

Please provide me with a reff number for the complaint and also a email address for the CEO's office.

Regards Nuraan