BIG NO NO TO MTN

Hello Peter Can you please please help me!! After receiving the wrong cell phone from MTN for my daughter, I’ve been trying to cancel the contract numerously. I’ve handed in the phone 2 days after I’ve received it and still my account is not rectified, MTN debit order still goes off. I visited the store numerous times without the problem being solved. daughter

Kind regards Friday, 25 June 2021 14:21 -----Original Message----- From: *** <***> Sent: Friday, 25 June 2021 14:21 To: *** Subject: Contract application submitted

You've successfully app**** for your contract! We'll be in touch with the delivery details soon.

Thank you!

Tuesday, 29 June 2021 13:22 From: *** <***> Sent: Tuesday, 29 June 2021 13:22 To: *** Subject: MTN introduce new courier authentication process to protect Customers against identity *****.

Y’ello,

To protect you against identity *****, MTN has introduced more stringent customer authentication methods for products that are delivered. These include enhanced RICA checks, Fingerprint Biometrics and Customer OTP. Please note that deliveries to third parties, persons other than the registered account holder or customer are not allowed or possible any longer.

While every effort has been made to ensure that you will receive your product without delay, there are instances where the authentication mechanisms put in place can return negative results for valid customers. Should this happen the product will not be released to you by the drive and a manual verification will be carried out by MTN’s ***** team to validate your identity. Should the result of these checks return as positive the product will be re-delivered to you within two days.

Note: MTN’s courier company will not deliver to third parties or to customers who fail the customer authentication processes.

While we do not anticipate that you will be impacted by the above, MTN apologizes for the inconvenience this may cause.

Thank you Kind Regards MTNSA

Phone delivered

2 July 2021 Customer Returns Documents received from Molemo @ Centurion Mall MTN. I took the phone back to the store. Friday, 02 July 2021 09:24 From: MTN <***> From: MTN <***> Sent: Friday, 02 July 2021 09:24 To: *** Subject: Thanks for upgrading Esther Oelofse 💛

Friday, 02 July 2021 13:22 From: Customer Care <***> From: Customer Care <***> Sent: Friday, 02 July 2021 13:22 To: *** Subject: Re: MTN Cancellation of contract [#***]

Automated Response - Enquiry Reference Number *** Thank you for getting in touch with our Retentions Team. The ???enquiry reference number??? above has been created to ensure ease when following up on your query. Our team are online from Monday to Friday, 8am to 5pm and we typically respond within 24 hours. While you wait, why not take a look at these amazing deals on offer to you? #WeGotU ??? One of our Retentions Consultants can help you upgrade to any of these offers. Alternatively, please visit https://mtn.io/uwkvpk for a wider selection of our deals.

Friday, 02 July 2021 13:22 From: *** <***> From: *** <***> Sent: Friday, 02 July 2021 13:22 To: *** Subject: Re: MTN Cancellation of contract [#***]

Automated Response - Enquiry Reference Number *** Thank you for getting in touch with our Retentions Team. The ???enquiry reference number??? above has been created to ensure ease when following up on your query. Our team are online from Monday to Friday, 8am to 5pm and we typically respond within 24 hours. While you wait, why not take a look at these amazing deals on offer to you? #WeGotU ??? One of our Retentions Consultants can help you upgrade to any of these offers. Alternatively, please visit https://mtn.io/uwkvpk for a wider selection of our deals.

Friday, 02 July 2021 13:19 From: Ester Oelofse <***> Sent: Friday, 02 July 2021 13:19 To: *** Cc: 'Tania Oelofse' <***>; Ester Oelofse <***>; *** Subject: MTN Cancellation of contract

Good afternoon

May I kindly request to cancel my contract for we took the phone back to the MTN store (Centurion Mall). I’ve been trying to call for hours, maybe the mail will help.

Phone no *** Cancellation deal Apple i phone 12 mini Ref IRMS 512 336 Ref I *** Invoice No *** Customer account no BA*** Customer Order No 1 - *** MTN SA EF Order No ***-1

All relevant documentation attached for your information.

Kind Regards

Wednesday, 14 July 2021 23:50 From: *** <***> Sent: Wednesday, 14 July 2021 23:50 To: *** Subject: MTN Statement & Tax Invoice: *******8533

Wednesday, 21 July 2021 12:50 From: Ester Oelofse <***> Sent: Wednesday, 21 July 2021 12:50 To: *** Cc: ***; ***; Ester Oelofse <***> Subject: FW: MTN Cancellation of contract

Good day

May I kindly request to cancel my contract for we took the phone back to the MTN store (Centurion Mall). I’ve been trying to call for hours, maybe the mail will help.

Phone no *** Cancellation deal Apple i phone 12 mini Ref IRMS 512 336 Ref I *** Invoice No *** Customer account no BA*** Customer Order No 1 - *** MTN SA EF Order No ***-1

All relevant documentation attached for your information.

Kind Regards

Wednesday, 21 July 2021 12:52 From: Customer Care <***> Sent: Wednesday, 21 July 2021 12:52 To: Ester Oelofse <***> Subject: Re: FW: MTN Cancellation of contract [#***]

Automated Response - Enquiry Reference Number *** Thank you for getting in touch with our Retentions Team. The ???enquiry reference number??? above has been created to ensure ease when following up on your query. Our team are online from Monday to Friday, 8am to 5pm and we typically respond within 24 hours. While you wait, why not take a look at these amazing deals on offer to you? #WeGotU ??? One of our Retentions Consultants can help you upgrade to any of these offers. Alternatively, please visit https://mtn.io/uwkvpk for a wider selection of our deals.

Wednesday, 21 July 2021 12:52 From: MTN Customer Care <***> Sent: Wednesday, 21 July 2021 12:52 To: Ester Oelofse <***> Subject: Re: FW: MTN Cancellation of contract [#***0]

Dear Sir/Madam, Thank you for contacting us at MTN CustomerCare. This is an acknowledgement of your mail. We shall respond to you shortly. Kind Regards, MTN CUSTOMERCARE

Thursday, 19 August 2021 18:34 From: *** <***> Sent: Thursday, 19 August 2021 18:34 To: *** Subject: MTN Statement & Tax Invoice: *******8533

16 August 2021 Visit the Centurion Mall MTN again Monday, 23 August 2021 08:34 From: Ester Oelofse <***> Sent: Monday, 23 August 2021 08:34 To: ***; *** Cc: Ester Oelofse <***> Subject: FW: MTN Statement & Tax Invoice: *******8533

Good morning

This is the 2nd statement that I received after my iPhone mini 12 has been cancelled and the phone given back to MTN. Ref no: *** Kindly rectify my account.

Please send me a receipt of acknowledgement of mail. Kind Regards

Monday, 23 August 2021 08:35 From: MTN Customer Care <***> Sent: Monday, 23 August 2021 08:35 To: *** Subject: Re: FW: MTN Statement & Tax Invoice: *******8533 [#***7]

Dear Sir/Madam, Thank you for contacting us at MTN CustomerCare. This is an acknowledgement of your mail. We shall respond to you shortly. Kind Regards, MTN CUSTOMERCARE

Thursday, 16 September 2021 05:47 From: *** <***> Sent: Thursday, 16 September 2021 05:47 To: *** Subject: MTN Statement & Tax Invoice: *******8533

Account still not rectified. Monday, 18 October 2021 23:43 From: *** <***> Sent: Monday, 18 October 2021 23:43 To: *** Subject: MTN Statement & Tax Invoice: [=MASKED_ACCOUNT_NUMBER]

Account still not rectified. 5 November 2021 - Account STILL NOT RECTIFIED