Bad experience with MTN

Good day, my bad experience with MTN. On the 27 July 2020, I telephonically called MTN call centre to make a cancellation of my contract and requested my number to be changed to prepaid. I was assisted and inform that contract has been cancelled and my number *** was migrated to prepaid. On the 15th of every month whilst I was on contract I would receive data bundles, minutes and sms bundles. On the 15 Aug 2020 I continued to receive the data bundles, sms and minutes this was a surprise to me as I know I phoned in July to cancel the contract and be changed to prepaid. I contacted MTN again on the 27 Aug 2020 to inform them that I see my number has not been changed to prepaid, I was offered an apology and promised that the problem will be resolved and my number has been migrated to prepaid.

On the 15 Sept 2020 I continued to receive the data, sms and minutes bundles. I then visited one of MTN stores in Bloemfontein at Northridge mall On the 22/09/2020 to request for my number to be changed to prepaid and cancel the contract. I was informed that my request was done and submitted a follow up will be made on the 23 Sept 2020 to see whether my number has been migrated to prepaid.

On the 25 Sept 2020 I visited the store again at Northridge mall for an update. My number was no longer working. I could not receive and make calls. I was informed they need to rica my number again as it was migrated to prepaid. That was done but still I left the store my number not workin as it was taking longer that usual.

On the 26/09/2020 I phoned the MTN call center wanting to get to the bottom of the problem. I was sent from pillar to post between the contract department and prepaid department each department blaming each other. I requested to speak to the manager at contract department who informed me that my number *** was permanently cancelled by MTN it no longer exists. I was advised that the people who can assist me is the retention department to activate the number. I have been calling the retention department from the 28/09/2020 until today (26/10/22020)MTN has not activated my number. The retention department keeps on writing emails with the following ref no: *** to the legal department every time I call them about my problem they say activations of numbers are done by their legal department. When I request my call to be transfers to legal department I will be informed it is not possible, means of communication with the legal department it’s through emails and their email is for internal use, it cannot be given to the public. On the 21/10/2020 When I called the retention department again I was fortunate enough that I was able to be transferred to the legal department. At the legal department I had to narrate the story again although I gave them the reference number it seemed as if they have not received any emails from the retention department. The legal department then sent an email to network division with the following ref no: *** to activate the number. I was informed that it will take about 72hours for the number to be active. The 72 hours ended on Friday the 23/10/2020 still the number has not been activated.

On the 26/10/2020 I visited one of MTN biggest stores at Nelson Mandela drive in Bloemfontein hoping they will be able to assist me resolve this matter. I could not be helped I was informed that they do not have the powers to activate numbers that service is done by retention department.

I have been a loyal customer of MTN for +/- 16 years. I am very disappointed in them for treating their customers this was. I thus request assistance that my number *** be activated again and be on prepaid

Regards NS Nyanginsimbi