Bad service

On 4 January I renewed my contract at the MTN Edenvale Hyperama office – I specifically went in on that date as I wanted to upgrade the contract before the 6th when my allocation kicks in. On the same day I kept getting OTPs so I phoned the consultant, James Dean, and I was told that this was normal and all was okay. On 10 January I popped into the office to get a copy of the contract only to find that it had not been finalised - he only finalised on that date!

My previous contract was for the amount of around R288 p/m and my new contract was for R315 p/m a R27 increase.

On 28 February I was debited for the amount of R628.36 – basically double my new contract!

Next day, 1 March I went to the outlet and spoke to Mariska Visser (as James Dean had moved on) She advised that this astronomical amount included pro-rata charges for the upgrade. I wanted to know how a R27 increase could generate pro-rate charges amounting to R313.36.

She was supposed to investigate and get back to me – which did not happen. On 3 March I sent her an email asking the same and she advised she had logged a ticket. Over the last two weeks I have asked for feedback but all mails and requests for her to return my call have been ignored.

I have been talking to people and they have never heard or experienced this with an upgrade. It has been suggested that this should be taken up with the Consumer Protection, however, I need feedback, or at least a reference number from MTN – which has not happened.