Complaint

I would like to complain about the bad service that MTN provided. Last August I app**** for a month to month contract online which I saw on Facebook. I needed the wifie since I was working fro home. I app**** online than I reieved a call from MTN service consultant to finalise my application. During our convesration with mtn guy there was an issue of debit date when I told him that I’m getting paid on the 25th of each month, he said there is not 25th on the system since my contract is not active, after activating the contract I will be able to change the debit date to the 25th, He advised me to contact MTN to change debit date than the application was finalised. After few days I called MTN, the person I spoke with told me that the 25th is still not showing on their system therefore I need to call again. I called again after few weeks I was told samething that 25th is still not on the sesystem yet I have to call again for the 3rd time. After few days I called again, the consultant who assisted me for the 3rd time told me that month to month contract does not have 25th, the best thing that I can do is to pay to any MTN store because if I do EFT funds takes time to appear on their side. It was not explained to me that I have to pay even if I’m not using it. I was not happy because the person who was doing my application should have told me from the beginning, not make me run arround. From that month I started paying to MTN store. I December I had to work in the office, so I did not make payment because I had not need for the wifi and same thing January 2025 I was still working in the office I did not make any payment since I was not going to use the wifi. From the 15th of February I will be working from home, as I was planning to go pay my account sometime the week before the 15th of February 2025. On the 30th of January 2025 I received an sms notifiying me that MTN was deducing R2500 from my account, mind you my contract is for R269 per month. I was shocked I dd not know what was that for, I did not even get a call from MTN quiring about the 2 months I did not pay for. I would have told them the side of my story and rectify the issue there but They desided to go into my account and try to take R2500 which I did not have. My bank charged me for unpaid. I’m very disappointed about the bad treatment I got from MTN, on the 2nd of Feruary I called MTN the lady who was helping me told me that was charged that amount for the router, I was supposed to pay every month since it’s a month to month contract. I told her that I did not know that I assume that I pay as I was using it, since I was not working from home for December and January there was no need to pay and When I did the application from the beginning I was not told that. The question I asked the guy who was doing my application from the beginning was( What if I move from the place I am staying in?) he said I can continue using it if there is MTN coverage in the area, if not I can bring it back to any MTN shop. The main purpose for me tp apply for this wifi it’s because of I’m working from home, If I new that I had to pay even the months I was not working from home. I would have return it to MTN because I did not know how long I will be working in the office. Thn the lady I spoke to to ld me to bring back the router to MTN shop, which I did the 2nd of February 2025 to MTN Pinecrest center. The lady in Pinecrest told me that R2500 I’m talking about is no appearing on here side, I need to pay R300 and some change and contiue using wifi, I told her that I need wifi on the 15th of February as I will be working from home again, they need to solve this issue before the 15th. They had an issue in the their branch they could not assist with payment, they told me to go pay to another MTN shop. On the 3rd of February I was planning to go to another MTN shop to pay that amount as I was about to go I dedided to call MTN first before making that payment. I was told that the amount of R2500 is not showing on the statement but she assume that it’s a( claw back) this is the term she used, I expain the side of my story than she open the case and give me the case number and told me that I will get feedback in 3days. Today I called the lady told me that my query is closed there was no enough expanation. I told her agin the whole story, she told me to call the department who was doing my application. I have decided to write this email because I saw that they will play run and arround with me without solving my problem. MTN Should have contacted me first to hear my problem, this issued would have resolved long time before it get here. I need MTN to take their router back and remove the amount that they say I’m owing because it is not my fault but they was a misrepresentation from the beginning, I was treated unfair. I’m am very disappointed about the service I received from MTN. I was not explain to me that I have to pay even if I’m not using it. Your response will be appreciated. Regards Khanyi Confidentiality The e-mail and attachments are confidential and intended only for selected recipients. If you have received it in error, you may not in any way disclose or rely on the contents. You may not keep, copy or distribute the e-mail. Should you receive it, immediately notify the sender of the error and delete the e-mail. Also note that this form of communication is not secure, it can be intercepted, and may not necessarily be free of errors and viruses in spite of reasonable efforts to secure this medium. Any views and opinions expressed herein may not necessarily be those of the Liberty group of companies. The aforementioned does not accept any liability for any damage, loss or expense arising from this communication and/or from accessing any attachment. libdisc***4 Good Day I’m Khanyisile Mbatha I would like to complain about the bad service that MTN provided. Last August I app**** for a month to month contract online which I saw on Facebook. I needed the wifie since I was working fro home. I app**** online than I reieved a call from MTN service consultant to finalise my application. During our convesration with mtn guy there was an issue of debit date when I told him that I’m getting paid on the 25th of each month, he said there is not 25th on the system since my contract is not active, after activating the contract I will be able to change the debit date to the 25th, He advised me to contact MTN to change debit date than the application was finalised. After few days I called MTN, the person I spoke with told me that the 25th is still not showing on their system therefore I need to call again. I called again after few weeks I was told samething that 25th is still not on the sesystem yet I have to call again for the 3rd time. After few days I called again, the consultant who assisted me for the 3rd time told me that month to month contract does not have 25th, the best thing that I can do is to pay to any MTN store because if I do EFT funds takes time to appear on their side. It was not explained to me that I have to pay even if I’m not using it. I was not happy because the person who was doing my application should have told me from the beginning, not make me run arround. From that month I started paying to MTN store. I December I had to work in the office, so I did not make payment because I had not need for the wifi and same thing January 2025 I was still working in the office I did not make any payment since I was not going to use the wifi. From the 15th of February I will be working from home, as I was planning to go pay my account sometime the week before the 15th of February 2025. On the 30th of January 2025 I received an sms notifiying me that MTN was deducing R2500 from my account, mind you my contract is for R269 per month. I was shocked I dd not know what was that for, I did not even get a call from MTN quiring about the 2 months I did not pay for. I would have told them the side of my story and rectify the issue there but They desided to go into my account and try to take R2500 which I did not have. My bank charged me for unpaid. I’m very disappointed about the bad treatment I got from MTN, on the 2nd of Feruary I called MTN the lady who was helping me told me that was charged that amount for the router, I was supposed to pay every month since it’s a month to month contract. I told her that I did not know that I assume that I pay as I was using it, since I was not working from home for December and January there was no need to pay and When I did the application from the beginning I was not told that. The question I asked the guy who was doing my application from the beginning was( What if I move from the place I am staying in?) he said I can continue using it if there is MTN coverage in the area, if not I can bring it back to any MTN shop. The main purpose for me tp apply for this wifi it’s because of I’m working from home, If I new that I had to pay even the months I was not working from home. I would have return it to MTN because I did not know how long I will be working in the office. Thn the lady I spoke to to ld me to bring back the router to MTN shop, which I did the 2nd of February 2025 to MTN Pinecrest center. The lady in Pinecrest told me that R2500 I’m talking about is no appearing on here side, I need to pay R300 and some change and contiue using wifi, I told her that I need wifi on the 15th of February as I will be working from home again, they need to solve this issue before the 15th. They had an issue in the their branch they could not assist with payment, they told me to go pay to another MTN shop. On the 3rd of February I was planning to go to another MTN shop to pay that amount as I was about to go I dedided to call MTN first before making that payment. I was told that the amount of R2500 is not showing on the statement but she assume that it’s a( claw back) this is the term she used, I expain the side of my story than she open the case and give me the case number and told me that I will get feedback in 3days. Today I called the lady told me that my query is closed there was no enough expanation. I told her agin the whole story, she told me to call the department who was doing my application. I have decided to write this email because I saw that they will play run and arround with me without solving my problem. MTN Should have contacted me first to hear my problem, this issued would have resolved long time before it get here. I need MTN to take their router back and remove the amount that they say I’m owing because it is not my fault but they was a misrepresentation from the beginning, I was treated unfair. I’m am very disappointed about the service I received from MTN.