Bad Customer Service & Promo Billing

I have been struggling now for 16 days to get MTN’s billing department to give me an answer as to why I am being billed extra for their ‘promo’ data without being notified in advance that the promo will be coming to an end prior to it ending OR informing me that my contract price will TRIPLE after the promo comes to an end when signed up for the contract. I have not gotten any joy from an MTN store or from the NUMEROUS calls to MTN’s pathetic customer care. Essentially, I feel I have been conned into unexpected costs by a dishonest company and their consultants.

The initial ticket that I submitted via phone call was not even processed - why must it be my responsibility to check that MTN’s staff are doing their job? I still don’t have an explanation for this . First of all, you should inform customers that their premium will increase - not leave them thinking that the promo data will simply come to an end. This is called CONNING a customer.

Secondly, you should notify the customer when their promo data is coming to an end. You’re quite happy to nag me about upgrades when the time comes so that I can lock myself in for another two wasted years, but when it comes to actually providing service - NOTHING, there is just NOTHING.

MTN, you have now lost FOUR contracts. My spouse and I will both be cancelling ALL of our contracts as soon as possible to get away from this terrible service! And to make the situation worse, MTN continues to try to debit my account, of which I have explained to them numerously that I only have enough funds to pay what is needed, no more than that, as a result, the debit orders keep bouncing and I am left with paying EXTRA bank charges. How can you keep trying to bill a customer when the issue at hand hasn’t been resolved yet?

My question is just this - is there not some standard of service set within your company for service requests to be resolved (or at least attended to) in a specific period of time? If so, is this time two weeks? You might want to consider the way you deal with existing customers. There is a reason MTN has the lowest satisfaction rate of any mobile service provider in South Africa, and this is it.