Complaint Regarding Poor Service Experience with MTN South Africa

Dear HelloPeter,

I am writing to express my frustration and disappointment with the service I have received from MTN South Africa. On May 4, 2024, I opened a month-to-month home router contract at the MTN Store - Liberty Promenade Shopping Centre. I paid R949.71 at the time, and I was informed that I had an extra credit payment, meaning if I could not pay for any upcoming month, my account would not be suspended, as I had already paid in advance.

In July, MTN deducted R499 successfully, which was expected. They were supposed to deduct another R499 on August 4th. Prior to this date, I contacted MTN to confirm if my account would be suspended if I did not pay, and I was told that my account would not be suspended, as the contract is month-to-month. They explained that, for example, if I paid on September 4th, I would be provisioned for October. Despite this, MTN suspended my account in August even though I had paid for July to be provisioned for August.

I visited the MTN store and paid R1009, covering August and the current month (September). However, I was told that I was still considered late in making payments. This is extremely frustrating as I believe I still have a credit or upfront payment of around R520.

Since August, I have been trying to resolve this issue and speak to a manager. Unfortunately, I have been repeatedly told that managers do not work night shifts, or that no managers are available during regular hours. To date, I have not been assisted by a manager.

The suspension of my account has severely impacted my partner, who works from home and has been unable to do so since our Wi-Fi was suspended in August. I have received inconsistent and confusing information from MTN customer service representatives, both at the store and telephonically. Some have told me my account would be activated on October 1st, while others have said it would not.

MTN needs to ensure better communication and consistency among their agents. The confusion and lack of service have been extremely inconvenient, and I am requesting immediate activation of my account, given the credit I believe I am entitled to. My ID number is ID Number : ***

Thank you for your attention to this matter. I hope to see this resolved promptly.

Kind Regards Zama Damoyi