Days of our (MTN) lives

I have been trying to get an actual person from MTN to contact me in connection with an upgrade I did on 21 May at the Century City Branch. Because I had been contacted telephonically a number of times about new package deals being offered, I decided to go into the branch personally and see for myself. *** helped me and checked on the system, she told me I was a bit early for an upgrade, but would I like to see what was available. I said if there was any additional charges, I would leave it for now and come back later, the phone I had was working fine. She checked on the system and said she could not see any additional penalties that would be charged and would I like to go ahead. Although I did not need a new phone (in fact the phone I got is still in the box untouched) I decided that while I was there, I might as well go ahead and do the upgrade. What a disaster.

A few days later I had a deduction of R4382.16 off my bank account. I have tried since then, including numerous WhatsApp messages with *** and multiple emails to the “Customer care Department” to get this sorted out. See the string of all the emails here, which start from the bottom.

I have been a MTN customer pre 2000 and had a similar experience with one of my previous upgrades, so I am well aware of how MTN treats customers. I have had no joy speaking to a human at MTN, although they actually asked me to rate one of them.

From viewing the thousands of other unanswered articles on your website about this company, they seem to operate more like a Government Department, than a reputable well established company. I know I’m not going to be able to sort this out myself, so I have decided to add my Soapy to this website. I will also add any new episodes, as and when they become available.

From: Stuart Sent: Thursday, 20 July 2023 14:59 To: *** Subject: RE: FW: [EXTERNAL] MTN Statement & Tax Invoice: *****

Can I ask really nicely that someone at MTN actually takes the time to read all my correspondence about this upgrade and the fact that I explained to *** at the time that if there was any additional charges to be made I did not want the upgrade. She assured me there was no charge. In fact I have not even taken the phone out of the box yet, because it was not that much of a need for me to get a new phone at that time. But I was in the Branch so decided to go ahead, if it didn’t cost me anything extra. Please ask the person who gave me the upgrade *** about it if you are able to find her. From the run-around MTN has given me perhaps that might be asking a lot.

It seems that none of you are actually interested in reading the long list of emails and attachments I have been sending so please get an actual person in authority to phone me. I thought this is a customer care department. I think you should remove the “care” part of the word. I have certainly not found any of that in trying to sort this problem out.

This is the 3rd email on the matter I received from you but I have never actually spoken to a human being. The flippant reply below to my last email is absolute nonsense because I was never given any feedback either in writing or verbally – do you make these things up??

I also received 2 SMS messages from MTN again without ever speaking to anyone and I’m actually asked to rate the person!! – incredible. 1. MTN: Y'ello, ABC recently helped you, please give us feedback. Select a language: 1=Afr 2=Eng 3=IsiZulu 4=IsiXhosa 5=Sesotho. Free replies. STOP opt out. (don’t have any idea who this is have not spoken to anyone from MTN) 2. Y’ello! Thanks for using MTN. Your request with ref no ***XX has been completed. Get 1GB FREE monthly on Ayoba: https://i.ayo.ba/dQjW/iscc (glad you think it is completed because I have no idea what you actually did) Stuart

From: customercare <***> Sent: Thursday, 20 July 2023 14:07 To: Stuart Subject: RE: FW: [EXTERNAL] MTN Statement & Tax Invoice: ***

Yello Stuart , Thank you for your email. Please note that as per reference number ***XX feedback.

Please note that upgrade was done before the term date 26-09-2023 hence the early upgrade fee charge Warm Regards,

From: Stuart Sent: Wednesday, July 19, 2023 5:45 AM To: *** Cc: Subject: RE: FW: [EXTERNAL] MTN Statement & Tax Invoice: ****** ________________________________________ Please stop messing with me I have already sent all my details (twice in this regard) which included all my emails, attachments as well as WhatsApp contact with your employee. If you need any proof that it is me contact *** she is the one that upgraded my phone and what a mess. You have also already sent me SMS messages back in this regard claiming to have: 1. MTN: Y'ello, ABC recently helped you, please give us feedback. Select a language: 1=Afr 2=Eng 3=IsiZulu 4=IsiXhosa 5=Sesotho. Free replies. STOP opt out. (don’t have any idea who this is have not spoken to anyone from MTN) 2. Y’ello! Thanks for using MTN. Your request with ref no ****** has been completed. Get 1GB FREE monthly on Ayoba: https://i.ayo.ba/dQjW/iscc (glad you think it is completed because I have no idea what you actually did) Do any of you actually have an idea what goes on at MNT. You have my phone number and any other details you might need to contact me. YOU can contact me on ****** or ******X during loadshedding when reception for MTN in our area is non-existent. I am not answering the string of questions below. From: Customercare <***> Sent: Tuesday, 18 July 2023 15:41 To: Stuart> Subject: Re: FW: [EXTERNAL] MTN Statement & Tax Invoice: ****** Yello , Thank you for emailing Customer Care. We sincerely apologize for the delayed response and for any inconvenience incurred. For security reasons, kindly provide us with the below information.

• MTN PIN or cellphone number • ID Number or Passport number • Billing address • Bank Name • Home Telephone Number • Work Telephone Number • E-mail Address • Name And Surname

We look forward of being service to you in the future. Warm Regards, From: Stuart Sent: Monday, July 17, 2023 9:54 AM To: *** Subject: FW: [EXTERNAL] MTN Statement & Tax Invoice: ****** Please see the attached Invoice I was billed for R4389.51 on 1 July after supposedly terminating my contract which I never did. I actually upgraded. This amount was debited from my bank account in June. I have been dealing with *** as per below email. At no time have I cancelled anything in fact after receiving numerous calls from MNT I went in to see about an upgrade. I upgraded with a new phone and was told there would be no additional expenses. I expressly told *** that if there was to be any additional charges then I would leave the upgrade till later in the year. She told me there were no additional charges. I would like to know why MTN deducted this money. *** has escalated (the single most used word in MTN) this to you with Reference ******X. She has been trying to get it sorted out for me, but I know very well from previous experience, that your staff have very little input in this. They are there to get upgrades or new contracts. Stuart From: ***@MTN Sent: Saturday, 15 July 2023 09:12 To: Stuart Subject: RE: [EXTERNAL] MTN Statement & Tax Invoice: ****** Good day, I hope this email finds you well. Please see the attach invoice with regards to Early termination cost. I will send to the billing department to investigate.

Below is the start of my first email after having R4389.51 deducted from my bank account and also after several WhatsApp messages between myself and *** who helped me with the upgrade.

From: Stuart Sent: Thursday, July 13, 2023 12:57PM To: ***@MTN Subject: FW: [EXTERNAL] MTN Statement & Tax Invoice: ****** Please note that although I have had my email address changed during each of my last 3 upgrades (including when you did it) my mail still comes to my work email. I have also tried for the past 15yrs to have my now defunct ID number changed (including when you did it) but I still have to use my 20 year ago ID number to open documents. I also include the Receipt for the new phone which says there is zero payment to be made. I find all of this impossible to actually believe, but I have learnt over the years to expect anything when dealing with MTN. I look forward to you being able to assist me. Many thanks Stuart