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henry L

1 reviews | Active since Oct 2017

05 Oct 2017, 12:56

Cannot get through to cacellations department

I have been trying to cancel my contract for ********** 254, on numerous occasions with no success. I phone ********** and get put through to cancellation department, where nobody answers. I hold on for more than 30 minutes when I then disconnect and start all over again. My contract ends today 5/10/2017.

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Replies (3)
MTN South Africa
MTN South Africa's reply05 Oct 2017, 14:15
Official

Good day Henry,

Thank you for your post and taking my call.

Please be advised that your contract has been cancelled and migrated to prepaid.

On the matter of why you decided to cancel your contract with us. I will be escalating the matter so our technical team can investigate it. It is said to learn of the way we have served you as a network and we would like you to accept our apologies for that. We note that this is the actual reason you are cancelling your contract.

Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst

Best regards,

MTN South Africa
MTN South Africa's reply05 Oct 2017, 14:44
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

Thank you for your time online explaining the frustration you have experience to cancel the contract.

MTN account C*** with cell number *** has been cancelled and converted to prepaid.

Balance of R 116.49 will be credited due to the inconvenienced , the debit order has been cancelled.

Thank you for the years with MTN.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

hL
henry L's update06 Oct 2017, 07:45
Reviewer Update
Thank you Kabelo for your prompt reply. As stated I feel that MTN should also look into the company that they are using for their customers to contact for cancellations, as we have to wait for up to an hour to get through to them. this puts MTN in a bad light as we as your customers do not know that it is a private company that we are dealing with, and rightly so blame MTN for the bad service. I am glad, and appreciate the way you handled my complaint. I just feel, that if MTN take their customers complaints seriously they would retain them.