Complaint: MTN Forrest hill manager Stembiso

Good day

I want to report the Forrest hill MTN store manager (Stembiso), I'm currently strugeling more than two months to get Stembiso and MTN to resolve a migration that was done on the 1st August 2020. Data contract.

I was on a "my mtn choice 10gb" pacage from the 1st January 2020. I did a migration to "mtn made for home 30gb" on the 1st August.

First issue was that I signed a contract on the 1st August however the migration was not completed, confirmed by The Grove MTN (system show pending). I reported this to Stembiso and the contrack was then activated on the 12th August. ( already MTN mistake and not mine). Since then there was issues with connectivity.

2nd issue. From the 12th the wifi kept disconnect every few minutes and if you try to connect again it gives a message "can't connect". You have to wait 15 - 20 minites again before you can connect. I Did report to Stembiso and he asked time to look into the matter. I did not hear from him so I emailed MTN customercar on the 19th August (***). Up to today no response from MTN.

3rd issue. Stembiso did not advise fot two weeks on the problem. and when I asked he advised that I need to check the router settings. I did and send him screenshots. His response was that the router is working however there is no connection. I engaged with MTN connectivity, they advised that there is nothing wrong with the router. The problem was caused because the previous package and the migration package are both link to the same number and that is what is causing the connectivity problems.

I reported this to Stembiso. It was a full month that MTN could not resolve the matter so I asked Stembiso if he could not cancell the migration and put me back on the old pacakage as I did not experience any issues with the previous package. His response was no, can't be done.he asked time to look into the matter.

I havent heard again from Stembiso up untill the 16th September when I asked again on numerous attempts what is happening. His response was that mtn technitions are taking their time and he waits for them. I asked to cancel the migration as it is almost two months where MTN can't reolve the issue and it was not my fault. On the 21st Stembiso said that he will cancel and that there will be no penalty as MTN could not resolve the matter and I retured the router in the condition I received it. He gave me the cancelation reference. (***).

On the 1st October MTN deducted R4931,77 from my account. I contackted Stembiso as I did not get a bill for this and he said that I will not pay anything. He could not answer and advised that I do a reversal at the bank. This will give him time to look into the matter. Up until tohday 16 October I have not heard form Stembiso.

I received a final notice from MTN to pay the instalment. I forward this to Stembiso to advise and still no response. I emaild customerecare again o the 13th with no response.

I phone customer care on the 16th October and they locked a call for billing to call me (ref ***).

Whats alarming for me is that my uncle had exactly the same issue as I have. We both had the same package from Jan 2020 and went to do the migration at the Forrest hill store on the same day. Both had the connectivity issues and cancelled on the same day (his reference ***). I had to pay R4931,77 and my uncle R1500.00. How do you get to that?

For more than 2 months I tried to get into contact with MTN to resolve the matter however no response from MTN side. I aslo feel that MTN could not delvire so why do I need to pay for something that did not work from day 1?

I'm more than willing to pay the subscription fee of R399 per month for the two months (R798,00). August and September.

If a MTN consultant could call me so that I can speak to someone to get this matter resolve.

Regards Christo