Cancellation of contracts

I am very disappointed in the way MTN sees to their customers especially account or payment related.

I always struggle to get through to retentions via call. I eventually had to google MTN customer care email address for myself as I still struggled getting through to them. I emailed them regarding my cancelation costs regarding 2 of my 3 contracts. A guy by the name of Meshack Mlambo eventually responded to me after 3 weeks saying “kindly see below cancellations costs as per request” he gave the amount of R6004.10 for one of the contracts which I requested to be cancelled

Yesterday I went into an MTN store in Killarney shopping center to settle one of my contracts with them. Firstly the guys was not very helpful at all, after making the payment, he said to me “you will need to phone retentions and let them know which contract you intend on cancelling.” For me that process is terrible as I ended paying R6000 onto my profile instead of towards a specified cancelation request.

I called the retentions department which I only got through to after 30 minutes of waiting and spoke to a consultant named Abdullah Haffejee. The other problem I have with retentions is that you wait so long just for them to also tell you they are unable to check the cancellation costs of the other contracts you have with them and they are also unable to send a statement of those cancellation costs to me. So what is the point of retentions if they can’t help!? The consultant that assisted me said I would receive an email regarding my upgrade costs immediately as he has just sent it through. I have up till now still not received that email. I eve emailed earlier today but still no response. He also told me I would receive a confirmation SMS after 24 hours as proof that the contract I requested for cancelation would be closed.

Is this how MTN deals with customers and their account queries? I will never recommend them to anyone and would rather go with Vodacom because they assisted me the same day with sending through the requested statement and we are actually to get through to their retentions department.

Last night after checking my MTN app to check my status of the bill, it shows that the total of the contracts I pay every month was subtracted from the R6000 I used to pay up one of the contracts. My account balance now shows R4500 available credit, so will they just be deducting my monthly instalments from that amount for the next few months now?? I didn’t ask to pay contracts in advance I asked to close one of the contracts.