Being Brand Loyal for over 10 years means nothing. You are simply a debit order.

I was contacted by Mtn over 2 years ago to offer me a SIM Only offer costing R549/month. Over the past 2 years, there have been increases and by the end of March 2024, I was paying R598,89.

When checking my debit order at the end of April 2024, Mtn has debited R1218.

I contacted Mtn on the same day 30 April 2024 spoke to Anam Reference *** who was as helpful as he could be and he then let me know that the system shows my contract came to an end in March 2024 and that I am now running a month to month contract and will be billed that amount. I then request to have this stopped immediately as I am now out of contract He let's me know that it has to be processed by the retentions department which was currently closed but he would call me when the open. (Which he did)

I call back just after 8am, speak to Mbongi and she transfers me to the retentions department where I speak to Nombathemba Reference *** We then cancel contract with the option to convert my number to prepaid but I get told that this will take 30 days and I will be billed R1218 come end May 2024. I then query this because as per my previous discussion with Anam, I was told that the contract has come to an end and I was being billed month to month. She cannot give me an answer and I get transferred to the billings department where I speak to Nico.

After going back and forth, Nico gives me the same information about the contract coming to an end being billed month to month and that there is nothing that can be done about it I will have to pay come end May. I then request to have my number converted to prepaid immediately. I WILL still pay my outstanding billing come end May 2024, but at this point, I am really frustrated and want to port my number over to another service provider immediately. He then tells me that he cannot to that from his side, I will have to be transferred back to the retentions department.

I get transferred back and come back to Nombathemba. We go back and forth with her not able to assist. I then request to speak to a Supervisor of Manager.

1. She first tells me that the is no Supervisor. I question this because this is highly unlikely.

2. I then get told the Supervisor is busy on another call. I say I'll wait.

3. I then get told that the Supervisor has said, "There is nothing they can do. I must just wait the 30 days"

I request the name of this Supervisor but get told that their name cannot be given to me and she could get fired for sharing it. I then say I will hold on the line so that I could get the Supervisor's name. I am on hold for a few minutes a the line gets dropped from MTN side.

I have been an MTN customer for over 10 years and it's sad to think that over the course of 1 billing and 1 interaction with your call centre, I am now open to changing to one of your competitors.

The worst part is, that with my call being dropped, knowing that I was waiting on the line. No one has tried to make contact, if not just to maintain the relationship which really makes it difficult to remain Brand Loyal.