Bad experience

Item: MTN South Africa
Rating: 1
Author: Luyanda M

Dear MTN,

I took out a cellphone contract which was expiring in July 2017. I informed my local branch of my decision to migrate to prepaid prior to expiry. I was told to contact contract retentions on 808 which I did informing them of my imminent contract expiry. I was then told to make the final payment at which point my number would be ported to prepaid. I visited my local branch to make the final payment, whilst in store myself and the consultant assisting me dialed retentions on 808 to assist in my migration. The number was migrated to prepaid that very minute and I confirmed with the retentions consultant telephonically that no further payments were required or due on my account post the payment I made that day. Several months later I receive telephone calls from attornies advising me I owe #MTN money. I pop back into my local branch where the consultant who helped me in July confirms that there is no money owing. We then decide to give retentions a call on 808 and I am told the account is now with legal so they cannot help. I am transferred to legal who refer me back to retentions and on it goes.

Please may someone contact me to discuss my case.

Helpful (0)

Replies (1)

MTN South Africa's replyOfficial

16 Feb 2018, 09:58

Thank you for your post.

We sincere apologized for any inconvenience incurred.

Kindly be advised that the contract expired, 16-7-2017.

At the time when you requested for the balance outstanding the invoice for July 2017 was not as yet generated to the account E***.

This billing for the above invoice was from 1-6-2017 to 1-7-2017.

The system generated another invoice for July 2017 (E***), with early termination of R1367.00.

I have explained to you on line that this charge will be reversed except the Wholesale billing charge of R88.99.

The account balance is R2825.60

R2825.60 minus R1278.01( credit) that will be passed to the account.

The balance you need to pay to clear the account from the legal status and removal from the ITC list =R1547.59, this amount is for the invoice for July 2017 (E***) + R88.99 on invoice (E***)=R1547.59

Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number. (N***) Please do not use your cell number.

Once the payment is done please send the proof to the legal team to purged the account and send the request to the attorney's to remove your name and close the account on their side. The email address for the legal department:***.

The payment will only reflect on the account +-48 hours.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

MTN South Africa's reply16 Feb 2018, 09:58

Official