Complaint About MTN 5G Network Issues and Poor Customer Service

I am extremely disappointed with the service I have received from MTN regarding my 5G account. The level of miscommunication, lack of accountability, and poor customer support I have encountered is unacceptable. Below is a detailed account of my experience:

Account Setup and Payments: - I took out an account with MTN in January and made the required payments for both January and February, as per MTN’s policy when opening a new account. - In mid-February, I called customer service to request a change in my debit order date, as I only get paid on the 25th. - It was agreed that my new debit order date would be the 4th of every month, beginning on the 4th of March, as they did not have a debit order date for the 25th. - The payment for March was successfully deducted with no issues.

Service Suspension and Runaround: - On the 23rd of March, I started experiencing network issues. When I called MTN on the 25th, I was transferred to the technical department. - Technical support informed me that my account had been suspended and transferred me to customer service. - Customer service claimed my account had been handed over to the legal department due to an outstanding amount, which I was unaware of and do not agree with. - They provided me with the direct lines to the legal department *** & ***), but no one answered when I called. - I then tried reaching out via legal's WhatsApp support line ***), but the chatbot, Michael, could not find any details linked to my ID number.

Unending Transfers with No Resolution: - I called customer service again, only to be told that they could not transfer me directly to legal, despite earlier claims that they could. - When I finally got through to legal, they insisted there was an outstanding balance. After explaining that the debit order had been successfully processed on March 4th, they transferred me to collections. - This began a frustrating cycle of being transferred between collections, legal, and customer care, with no one providing a definitive answer or solution. - In total, I spent over an hour on the phone, being bounced around without any resolution.

Lack of Communication & Next Steps: - At no point was I informed that my account had been handed over to legal, nor was I given any prior notice regarding an alleged outstanding amount. -The complete lack of transparency and accountability has made me lose all trust in MTN’s services. - At this point, I have no interest in continuing my contract with MTN. I need clear instructions on what steps I must take to terminate my contract immediately.

I expect a swift resolution to this issue, including an official response explaining why my account was suspended, why I was not informed, and what actions need to be taken to cancel my contract. If I do not receive a satisfactory response, I will escalate this matter further.

Reference Numbers for Calls: **** **** **** ****