Beware MTN HP Laptop ****

Firstly, I need to state that, as long time MTN clients, we are extremely irate because our issue, which I will explain below, has not been resolved for almost 8 months now.

The effect of this is that my credit record has been severely impacted because of an issue that MTN has not been able to resolve, effectively communicate on and properly escalate.

The issue is: We took a laptop on contract in December 2021. During the personalization of the laptop setup, we discovered that it was not functioning as expected. It was returned to the MTN Cape Gate store, shown to Melissa(Store Manager), then taken to a repair centre in Maitland (by us as the clients if I may add) and then back to the store where they eventually swapped it out for a new one. All this was done within the first 7 days.

We received the second laptop a month later. The 2nd laptop did exactly the same as the first and we then opted to return that laptop as well and requested a cancellation of the contract.

According to Melissa, the cancellation has been done HOWEVER, we are still receiving monthly bills since January 2022 to date which includes an amount for the laptop that we returned 7 months ago. We initially paid these invoices in full but when we realized after paying for 3 months that the laptop charge is still included, we opted to not pay the invoices until we receive one without a laptop charge included.

Every month we receive calls from MTN's collection department, amongst others, threatening to suspend our services. They have suspended it on several occasions which also has an impact on our business as the associated number is our business number. We have to continually explain the issue to each MTN call center agent that calls and every time a new incident gets logged but never resolved. We have to go into the store to see Melissa to unsuspend our accounts and this is of course a big inconvenience for us.

Herewith some reference numbers that you all would be fami**** with: 1)I-*** logged by Melissa, the MTN store Manager. 2)I-*** logged by Melissa, the MTN store Manager. 3)I-*** logged by Quanita the Area Manager. I am now requesting an urgent resolve to this matter before logging a dispute or complaint with the Ombudsman. We have tried calling Innocentia, Quanita and Melissa (Cape Gate Store Manager and Regional Heads)on a few occasions and have not been able to reach anyone. I feel that I have been ****med..just so they could make a sale and there after they knew it would not be resolved...just like any other complaints.