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victor N
1 reviews | Active since Feb 2016
20 Sept 2017, 14:37
Contract cancellation *******
Firstly, MTN does not allow its customers to cancel contracts at the branch -- customers have to phone 808, go through interactive voice prompts and be put on hold for 25 minutes before being dealt with. I want to be able to walk into my service provider's branch and be able to cancel my contract!
Secondly, my MTN contract is up for renewal on 17 Dec 2017, the monthly premium is around R600, the early cancellation fee was calculated at a whopping R5,842.41! So the 3 months till December calculated at R600 per month comes to R1800. Subtracting R1800 from R5,842.41 comes to R4042.41, that means I was charged R4042.41 over and above what I would have owed!
Thirdly, the early cancellation amount cannot be invoiced, the customer needs to make a deposit into a bank account going by what the call center agent tells them as a result of the fee calculation -- my own service provider is unable to invoice me!
If anyone from MTN cares to follow this up, Ref number: ********** 07
The cancellation process at MTN is beyond bad, it is infuriating and very very costly.
Helpful (0)
Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
22 Sept 2017, 09:10Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised that MTN branches do not have access to cancel contracts, this function is only for MTN Head office this is to prevent ***** for contracts to be cancelled before the expire date.
Early termination is set up as follows: The early termination fee is correct.
Early Cancellation fee = R4968.40
plus Current/outstanding balance = R 0.00
Plus un-billed invoice= R 874.01
Estimated Total = R5842.41
Absa Bank
Account number: ***
Branch code: 632005
Please use the MTN account number as your reference=A***
The invoice will only be generated after the early termination fee is paid.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply22 Sept 2017, 09:10
Official
Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised that MTN branches do not have access to cancel contracts, this function is only for MTN Head office this is to prevent ***** for contracts to be cancelled before the expire date.
Early termination is set up as follows: The early termination fee is correct.
Early Cancellation fee = R4968.40
plus Current/outstanding balance = R 0.00
Plus un-billed invoice= R 874.01
Estimated Total = R5842.41
Absa Bank
Account number: ***
Branch code: 632005
Please use the MTN account number as your reference=A***
The invoice will only be generated after the early termination fee is paid.
Kind Regards,
Alice van der Merwe
Best regards,
vN
victor N's updateReviewer Update
22 Sept 2017, 15:33As it turns out cancellations closed at 12PM this Friday when I tried to confirm whether my early termination fee has been received. Which is a terribly early time to shutdown for the weekend.
I will be leaving the country this Sunday and need to confirm that my contract is in fact cancelled and I have no way of doing it.
MTN as an organisation is shamefully ***********. I am finding it difficult to derive any value from giving you my hard earned money and time.
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victor N's update22 Sept 2017, 15:33
Reviewer Update
As it turns out cancellations closed at 12PM this Friday when I tried to confirm whether my early termination fee has been received. Which is a terribly early time to shutdown for the weekend.
I will be leaving the country this Sunday and need to confirm that my contract is in fact cancelled and I have no way of doing it.
MTN as an organisation is shamefully ***********. I am finding it difficult to derive any value from giving you my hard earned money and time.
vN
victor N's updateReviewer Update
12 Oct 2017, 07:51It is now the 4th week of my attempt to get some service out of MTN and consequently the 4th week of being flat out ignored by that most *****ed of organizations. I've dealt with some pretty shocking service providers in my time but MTN absolutely plumbs that nadir.
The contract cancellation fee (R5842.41) transferred on 19 September wasn't processed in time and I was charged for October. This obviously changes what I owe in terms of a cancellation fee. What I want from MTN is 2 simple things, I want the cancellation fee refunded to me and I want my contract to continue until it is up for renewal (17 December 2017) and then not to renew it. Why MTN is unable to understand and action this is beyond my comprehension.
My number with MTN is ********** . And I can provide proof of cancellation fee payment on request. Multiple phone calls and emails to MTN have got me no closer to being free of their clutches and the fact that I'm currently overseas is making it even harder.
vN
victor N's update12 Oct 2017, 07:51
Reviewer Update
It is now the 4th week of my attempt to get some service out of MTN and consequently the 4th week of being flat out ignored by that most *****ed of organizations. I've dealt with some pretty shocking service providers in my time but MTN absolutely plumbs that nadir.
The contract cancellation fee (R5842.41) transferred on 19 September wasn't processed in time and I was charged for October. This obviously changes what I owe in terms of a cancellation fee. What I want from MTN is 2 simple things, I want the cancellation fee refunded to me and I want my contract to continue until it is up for renewal (17 December 2017) and then not to renew it. Why MTN is unable to understand and action this is beyond my comprehension.
My number with MTN is ********** . And I can provide proof of cancellation fee payment on request. Multiple phone calls and emails to MTN have got me no closer to being free of their clutches and the fact that I'm currently overseas is making it even harder.