Complain

Good day

My Name is Keneilwe Maloke I had a contract with MTN for the past 2 years, last year received a call advised that my contract is over and I was offered an upgrade in which I declined.

I then called MTN customer care around October to cancel the contract in the guy confirmed it was, only to find out in February 2019 that the was one instalment remaining in which I wasn’t informed, no email sent or any sort of communication .

My account is now with legal and my bond application was declined for that.

The bank required a paid up letter which I then contacted MTN and I was told my account is with legal and they can’t do anything unless the is received of R290 something, I then paid a payment of R300 and sent the proof of payment to Matsepo as per the attached email and Matsepo confirmed I should receive the letter within 72 hours but to my surprise nothing came through I then called again and a proof of payment wasn’t found and apparently my email that I gave then to send the paid up letter was incorrect which this was last Tuesday(26/02/2019).

I spoke to a team leader by the name of Narisha Harilal who confirmed that she has escalated the matter and updated my email address but nothing has happened till now.

Apparently MTN customer care doesn’t have any form of communication with their legal team as they can only send request to their legal only on the system but nothing can be done beyond that which Mbali Madona confirmed now a week later ( 5/03/2019).

This is very sad as firstly I wasn’t informed that the account was in arrears because of one payment missing.

Secondly since from 21/02/2019 no proper communication has been given, I had to call to find out that I need to send a pop, even after I’ve been speaking to different agents in which all say 48 hours or 72 hours and now it’s been 2 weeks and I’m losing a home because of MTN