BAD SERVICE

On the 17 April 2018 I got a phone call from a call center agent and advised me that MTN has a good offer, for 8GB data you ONLY pay R89 p/m. I asked them if it's data that would be loaded on my phone and their answer was yes. I asked them for the amount that will be debited from my account on the 25 May and he advised me that ONLY my current contract amount and the R89 (for the data) that will debited from my account. (Please retrieve the call/recording with that consultant to confirm this and everything else that i was advised)

He told me DSV would bring through all the paperwork regarding the contract which would need to be signed, but when DSV came to me they gave me the paperwork as well as a sim card. This confused me as i was told that it would be part of my current contract. I then went to the MTN store at Cape Town International Airport and they explained to me that this is a WIFI data and that it would NOT be loaded on my old sim(cellphone number). At the time i did not have a problem with this offer, but after visiting MTN CTIA I saw a better deal 12GB for R149 being advertised.

I then went home to think about it and on the Sunday the 22 April I went to MTN Century City, Thembi (consultant) assisted me. She checked on the system and told me that it has been set up as 2 debit orders that will go off my account and I did not want it this way. She advised me to first cancel that contract/account since i am still within my 10 day window period, and after cancelling to return to her and she will help me to take the contract with (12GB deal) and to load it as one debit order. She gave me her cellphone number to phone ********** 667 her once completed.

On Monday 23 April I phoned the number that was provided to me by Thembi to cancel the DATA contract and they gave me a reference number ********** 25 and told me it will take 10 working days for it to be effective.

It is more than a month later and STILL IT IS NOT CANCELLED. I have been trying to phone Thembi ( ********** 026 - @ MTN Century City) a few times as well as sending her messages which she never responds to. The was only one time that i could get hold of her and that was when I phoned the stores number ********** and then she gave me run around regarding why she has not gotten back to me including her phone that was not charged and only when she got to work would she be able to contact me, but she will phone me back as soon as she's at her desk, BTW im still waiting for the phone call, RIDICULOUS. She also told me at a time that my account is on R160 already to be debited and which was confusing to me as the agent that sold the contract to me advised that the first debit would be R89 on the 25th May (more lies). She told me MTN will refund me and she is sending some guy mail and waiting for him to come back to her.

Today 24 May I phoned the customer care department (ref ********** 21) to explain to them my problem and after listening, they checked on the system and said that the contract has never been CANCELLED!!!!!!!! UNACCEPTABLE

After all of my endless calls and driving to MTN Century city (inconvenience to me) this issues has still not been resolved. This is unacceptable and unprofessional to be treated in this manner. I will not accept the fact that MTN staff could not assist me by cancelling my DATA contract that i was well within my window period to cancel as well as being provided with misinformation regarding the terms and conditions for the DATA.

I would like this to be resolved ASAP and if i am debited that this gets refunded to me. I do still require a DATA contract and would like the 12GB for R149 deal that i was advised but only after this gets resolved.