BAD SERVICE

ear MTN Customer Care,

I am writing to formally lodge a complaint regarding the extremely poor service and lack of communication I have experienced with MTN , and to request a full refund of the money I have paid.

I currently have an MTN Home WiFi service. On 26 August, I app**** online for a month-to-month SIM card contract, and the application was processed successfully. I received the SIM card on Thursday, but by Saturday my data had already been depleted.

I contacted the MTN call centre for assistance and was informed that the only Home WiFi service showing under my ID number was my existing service. I then visited an MTN branch.

I subsequently went to the MTN branch at Promenade Mall, Mitchells Plain, where I was informed that my contract had apparently been cancelled and that they suspect *****. This was extremely concerning, as I had followed the required process and had already received the SIM card.

I immediately contacted my bank to reverse the payment. I then took another contract with a consultant at the branch. I paid R629 and opted for an eSIM. After making the payment, the consultant informed me that there was an error with the application and that I would receive an email on Sunday. She also assured me that she would contact me via WhatsApp.

On Sunday at approximately 12:00, I had still received no communication whatsoever. I called the branch more than five times on ***, but nobody answered. I was on duty at the time, so I eventually decided to drive to the branch myself to obtain clarity.

When I arrived, the response I received was that they had not received any calls. I found the attitude of the staff extremely unprofessional and disappointing. There was no sense of urgency, accountability or proper customer service, despite the fact that I had already paid for the service and was still unable to use it.

I was simply told that the matter had been escalated, but I have received no further communication or meaningful update.

My concern is not only that I have paid for a service I have not received, but also the complete lack of communication and assistance from MTN. I have made every effort to resolve this matter, including contacting the call centre, visiting the branch multiple times, making payment for another contract and repeatedly attempting to contact the branch.

At this stage, I am no longer interested in continuing with MTN.

I therefore formally request Cancellation of the new contract application and request a full refund of the R629 payment I made

it is completely unacceptable to pay for a service and then have to repeatedly chase MTN for assistance, especially when there has been no effective communication from the branch or the consultant.

I would appreciate a written response and resolution as soon as possible. If this matter is not resolved promptly, I will have no choice but to escalate the complaint through the appropriate consumer and telecommunications complaint channels.

I look forward to receiving confirmation of my cancellation and refund.