b9e82be8-b712-4e51-bdae-6f84ae297bff complaint never resolved or even investigated

Please MTN, can I response to my query? 1 months and 20 days later, no one has responded to me despite being promised a response in 72 hours

September 30 I wrote to ***:

I have been an MTN contract client since 2015 thereabouts which is 9 years. I believe MTN has the best mobile internet in the country. The past two months, MTN has not been kind to me at all for an issue that was purely out of my control.

My issue is related to MTN data line with cell number: ********* • I got this line on contract several years ago and twice (I think) I renewed my contract getting data and paying by debit order as usual. • Each time I processed a renewal, everything was done over the phone and each time I renewed, all had been well, I never had any complaints. • This line was due to expire in July 2024 it seems and I only got to find out the hard way since MTN never sent me my contract or my invoices over email despite my requests. • There have been several requests to use my email address as my preferred communication but for some reason, until today, MTN has my email address WRONG as ******xx instead of ******x. Like I said, it was never an issue because I pay by debit order so I don't need to see any invoice as the amount goes off automatically.

The number above has a contract that expired in July 2024. I found out about this after being invoiced at a new rate on 20 August 2024 (after expiration of the contract) when my service was cutoff. After communicating with the call centre, they explained that when an contract expires, the contract is not cancelled but rather you start to be charged at a higher amount, which I do not agree with, but since I never got a copy of the original contract, it is difficult for me to quote any of the contract clauses because I did not get a copy of it 2 or 3 years ago when I renewed my subscription.

So after this shock of owing R3100 and something up from my usual R1400 thereabouts, I made a payment plan to pay on the 25th of September and immediately called the call centre to cancel the line. After this unexpected amount of R3100 circa, I was expecting an invoice of R4 200 thereabouts (R3100 owing plus the new amount of R1100 and something for my three remaining combined contracts) for end of September. Boy was I wrong, again another invoice of R3100 and something was generated meaning on the 25th of September, I owed MTN more than R6 200. It left me quite annoyed in light of the following: • A copy of the contract was never made available to me by email, none of them ever have. If you check two recent phone calls ref: *** (30 Aug 2024 with Aubrey) and *** (26 September 2024 with Nonthandazo) in both of them, the system has my email address wrong. • Secondly, because of this email address which was wrong, I never received emails for my invoicing or any notification that my contract period was finished or nearing an end. If I had known of the threat of being billed R2000 and something per month, up from the original R399 per month or something I would have cancelled well in advance. • After the cancellation, it seems more data was loaded onto the sim card which I did not use. Had I received my invoice, I would have known this. So I was billed at five times the rate, for data that I thought was cancelled and thus did not even use.

I feel I have been treated unfairly by MTN in the last two months and would like to query the fairness of these invoices. Can someone explain to me how this is fair?

16 October I followed up to the same email address: Good day. I am following up on my complaint sent on 30 September 2024. My complaint referencenumber is b9e82be8-b712-4e51-bdae-6f84ae297bff

Please can you assist me as I am currently stuck with inactive services pending your response.

Kind regards

I eventually payed this exhorbitant and unfair amount because you held me hostage. At least provide me with a human response