Cancellation, invoices and payment

I upgraded two of the numbers on my account on 29 December 2020 at the Wonderpark MTN store. I was informed that my account was in arrears which I did not understand, as I make a payment at the beginning of of the month via EFT. I did pay the amount as requested in order to continue with the upgrade.

I requested that the Wi-Fi number, ***, be cancelled as I did not want to upgrade it as well. I was told it was done. When I followed up with the store on 2 January 2021 to be certain the wi-fi was cancelled, I was only then given a reference number, ***, to indicate the instruction had been carried out (I also received a text message as proof). I was told to contact 135 myself as the store cannot determine if the contract is indeed cancelled.

A few days later I was informed via text message, that I would not be able to make calls until I pay R1 635.60. I contacted the store to enquire as to what is going on and was told I need not worry, it is just an informational text message, nothing more. I provided my bank details on 29 December 2020 and again on 20 January 2021 to be changed over to a debit order customer.

I have been calling 135 for two weeks, holding on for an average period of 30 minutes, and finally on 20 January 2021, when I got through, the following happened: • After clearly stating that I want to cancel the contract, I was repeatedly asked why and don’t I rather want to opt for another package. I indicated clearly, that I do not want to continue, I want to please cancel the number. • Then, I am told, the account is in arrears and I cannot be assisted. This is after, I spoke to the store, to check what is going on. Again month-end had not occurred, and I had made my monthly payment on time and thus I do not understand again how the account is in arrears.

I followed up again with the store on the same day and was told the account is not in arrears and that only R1 635.60 was due at the end of January 2021. Regarding the wi-fi, I was told to inform 135 that the wi-fi was indeed cancelled from the side of the store and I need to inform cancellations of this.

On 2 February 2021, I received the statement from MTN. To my horror, I found that MTN determined I am due an amount of R4 975.87 by 5 February 2021. The R1 635.60 (the December amount) as told by the store, which I understand is due at the end of January 2021 but reflects as due for 17 January 2021 on the statement. How is this? The next portion is R3 340.27 due after the upgrade.

After analysing the invoice that accompanied the statement, I determined the following: • The invoice dated 27 January 2021 is due 5 February 2021 but I only received it on 2 February 2021. At no point was any change in the terms and conditions of my account sent to me by MTN that an invoice is due a few days after it is issued. • Per the invoice, I am required to pay for the December 2020 contract amount and the January 2021 contract amount. Where was this communicated to me why this is happening? How am I responsible to pay for two months? • I have been invoiced for the wi-fi with an increased amount. This is now a wi-fi that I cancelled on 29 December 2020 when my account was so-called not in arrears because I paid the amount with my card in the store. I am not responsible for the account. I did not use the wifi at all since early December 2020. I cancelled it and the charge for January 2021 and February 2021 needs to be reversed. • The contract amounts are not correct. When upgrading I was quoted a price in the store of under R1 000 per month for each of the upgraded phones which I agreed to. However, now why am I being charged (for each contract) an amount pro-rata for 29 December 2020 to 26 January AND the contract amount for 27 January 2021 to 26 February 2021. I am being invoiced in advance! • The current amount for January 2021 alone is R3 340.27. This cannot be!

Today, consequentially, MTN tried to take the full ‘outstanding’ amount of R4 975.87 from my account. That amount was not in my account as I catered for the amount of R1 635.60 which was repeatedly what I was told was due. I understand that as well. It is the December 2020 contract amount due at the end of January 2021. Now, I am sitting with the added complexity and problem that yes, I can pay the R1 635.60 via EFT, but in MTN’s minds I owe almost R5 000 and if I do not pay everything I will just be cut off.

I lodged a formal complaint to MTN on 5 February 2021 to resolve this matter.

I request that the following be resolved: • Cancel the number *** on 29 December 2020 and remove any charges thereafter from my account; and • Credit note the amount charged on my account in advance for February 2021 so that I can pay the December 2020 amount end of January 2021 (R1 635.60) (this is due now) and the January 2021 amount at the end of February 2021 (not due now) and the February 2021 amount at the end of March 2021 (not due now). One month’s contract amount is due per month, not three!!

I have been with MTN since 1998, 23 years, and to say that I am truly disappointed in the service of MTN does honestly not even convey my feelings.