Avoid MTN

Item: MTN South Africa
Rating: 1
Author: TL L

Shocking. After years of being unhappy with MTN's ridiculously bad service, I have always been grateful if the only times I needed to deal with them were for upgrades. And then one day you have no choice.

I will not be in SA for a while, and my contract expired in November 2017. Since it costs so much to phone from overseas (on my MTN cellphone), I have been in contact with their "Retention" department via e-mail since 19 March 2018. After numerous prompts, Thobeka Maya responded by saying it was referred to cancellations - that was 2 weeks ago. I have sent a few prompts for updates in the meantime - other than the generic receipt of mail response, nothing from MTN.

In the meantime, I have to pay them R7.50 for every sms sent to my MTN number - not only spam, even the ridiculous amount of sms's I get from MTN alone!!! As well as international calls made to me, that I have not requested or initiated in any manner.

I want a response, and I want my account cancelled. I first contacted MTN on 19 March 2018 to attempt going on Pay-As-You-Go to rather try and keep my current number - now I want all charges for spam communications and calls reversed from 27 March 2018, when I first instructed them to rather cancel all involvement, due to no follow-up by them.

This is not the first time they are costing me money - just always really wanted to keep my number (had it for 18+ years.....). But enough is enough.

Helpful (0)

Replies (1)

MTN South Africa's replyOfficial

13 Apr 2018, 14:39

Good day Tonita Lombard,

We sincere apologized for any inconvenienced incurred.

Thank you for your post for the MTN account A***.

Please confirm if we can go ahead with the cancellation of the contract and number converted to prepaid.

Note that all data and minutes left on the sim card will be lost in 2-24 hours once the contract is cancelled. If the cell number is not used in 60 days for calls after converting to cell number to prepaid the cell number will be pulled back to the network and allocated to a different user. Please make use of the cell number for calls, data usage do not apply.

You have data and minutes left on the sim card:

Balance Summary
Balance
Balance Type
Unit of Measure
0.00
Airtime
Rand
700:00
Anytime Minutes
Minutes
2.49
Internet
GB
2027.55
Remaining Usage
Rand
1000
SMS
Units

You are communicating via sms’s in most cases and you get billed twice for an sms whilst roaming with the foreign country the local charge which is us MTN your service provider R7.50. And the foreign network charge R2.05 Though the charge may differ in other instances of sending sms that will be due to the different type of network you picking up at the time of sending an sms . No credit will be passed against the SMS billing.

Roaming does not form part of the credit limit, any usage on the sim while abroad will be billed to the account.

Please be advised that the un -billed invoice for May is not as yet finalized, we pick up there is charges for data usage and roaming calls you will be liable for this billing if you do not decide to cancel the contract the full subscription fee will be charged.

Please notify me if I should go ahead with the cancellation of the contract.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

MTN South Africa's reply13 Apr 2018, 14:39

Official