CONTRACT AND INVOICE DISPUTE - TERRIBLE SERVICES BY MTN.

I am extremely dissatisfied with the service I have received from MTN’s call centre agents (083 135). I have repeatedly called to inquire about my contract (BA***), which ended on 12 February 2025. On 11 February 2025 and 12 February 2025, I received multiple confirmations via email and SMS that my contracts had ended. I then called the call centre to cancel my contract, as my cell phone devices were paid off. When I spoke to Andile (MTN case number BO ***7), he assured me that my contract had ended. I asked him to ensure it was cancelled and that I would not be debited on 20 February 2025. He suggested downgrading my contract to retain me as a customer, and I eventually agreed. A new contract (with the same reference BA***) was opened for the total amount of R 340 (for airtime only). On 15 February 2025, I received a statement from MTN still showing my bill date as 12 February 2025, the same date I called to cancel my contract. I called again and spoke to another agent who confirmed that I should not be debited on 20 February 2025, and she reported my dispute to the CXO Back Office (MTN) with case number BO ***7 (Invoice Bill Dispute). On 19 February 2025, I received a response from Eunice stating that the contract expires on 03 March 2023, and the last invoice, including devices, ends on 11 February 2025. I responded, asking for clarity on the incorrect date (2023), but she ignored my email. On 20 February 2025, I was debited twice using the same reference (BA***) for R1145.00 and R340. The R340 is for the downgraded contract, yet I was still charged R1145.00 after calling in to cancel the contract. I disputed the R1145.00, and now my cell phone numbers have been blocked by MTN, despite paying for the R340.00 airtime bundles, which should have been active already. I called on 04 March 2025 and 06 March 2025 and had to repeatedly explain the reason for my dispute, only to be transferred and have the call drop each time. Additionally, MTN keeps calling me during work hours when I cannot answer. Why not send an email so I can state my case and reason for the dispute? I have always paid my contract on time and have been a loyal customer, even being labelled a VIP customer in your emails. Yet, this is the kind of service I receive. I want everything related to BA*** cancelled. I do not plan on upgrading or continuing with MTN due to this terrible service. Absolutely unacceptable.