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Allyson R

1 reviews | Active since Feb 2010

13 Feb 2018, 21:40

Billed for cancelled contract

I have been calling since December 2017 to cancel my cell number ********** 141. I was given different dates for contract to be cancelled. Then I called on the 12th January 2018 an was told I needed to call on the following Monday an speak to retentions. I called again an was offered to either deactivate the number or move to pre paid with the same number. I said to cancel altogether. Today I call 808 and find out that the number has not been cancelled and I ha've been billed R55 for that particular number. I called 808 again an was told to speak to credit department for a credit, but they don't take calls and 808 cut my call. I am very frustrated that retentions and 808 I not even trying to assist. Bad service

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Replies (4)
MTN South Africa
MTN South Africa's reply13 Feb 2018, 22:26
Official

Thank you for your post.

Kindly be advised that cell number *** expire date was due 19-1-2018.

The notes on the account confirmed that you have called in on the 16-1-2018 to cancel the line, the agent notified you to call back on the 22-1-2018 the contract was cancelled 13-2-2018.

Cancellation request to terminate the number from the network is 30 days notice. Prepaid notification is a day after the contract expired.

The billing for the February invoice is from 11-1-2018 to 11-2-2018, there is usage on the sim card for this period.

You have called in again on the 22 of February as per the notes on the account.

There is no credit due for the debit order for the February invoice.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

MTN South Africa
MTN South Africa's reply13 Feb 2018, 22:28
Official

We do not pick up notes for December 2017 for the cancellation request.

Best regards,

AR
Allyson R's update14 Feb 2018, 08:33
Reviewer Update
Hello Alice, clear there is something wrong when my calls were recorded. I even visited Mtn Bluff store after I called retentions to cancel an they told me that I should call in again an they can cancel immediately because it's on going from December which should have cancelled by 19th January. How could i have called in 22 February
AR
Allyson R's update14 Feb 2018, 08:46
Reviewer Update
If your staff don't load the notes it's obvious that there will be no record of my calls. I am very disappointed with the service I received from Mtn an have decided that I will terminate my second contract due to end May sometime. I have been an Mtn client for so many years an always advices people to use your corporation, but now I will think twice before advising people which network to use. I did however consider keeping my numbers an move to pre paid, but with the negative feedback an bad service.....i prefer not to. Thank you for your response