DISSATISFACTION OF SERVICE FROM MTN

I took 2 contracts from MTN in 2018, one for data and one for calls. The amount was said to be R200,00 for both contracts. I already had a contract running for *** which was to expire in 2019. The reason for me taking these contracts was that I always ran out of data and units to make calls every month in my normal contract.

The two contracts are: *** and ***.

In April or May 2020, during the hard lockdown, I received a call from a lady calling on behalf of MTN enquiring if I want to extend these 2 contracts. I told her I want to cancel them, then she asked if I want to keep the numbers for use as pay as you go, to which I responded that I want to cancel the contracts and don't want to use the numbers.

During the lockdown i did not receive any invoices from MTN. I received an invoice around the 15th August 2020 which was billing me for these 2 contracts as well.

I sent an email to MTN on 17 August enquiring on the billed contracts that have been cancelled. On 26 June I sent another email which had the same enquiry which has not been solved up to date.

I called MTN and went through a lady who told me that I should write a letter to Customer Care and cancel the contracts or call 135 and ask for cancellations. A number is an auto-response machine, I followed the prompts but the machine could not complete the process and instructed me to wait while they're verifying the details given. It took me more than 3 days doing the same thing and getting the same response.

Meanwhile, the invoice for the contracts is debited from my account although I am not using the numbers.

I have received irrelevant responses from MTN, the only relevant response was from Matilda Dlamini, who after some emails informed me that I must write an email to Customer Care cancelling the contracts. She also copied me a message she sent to MTN for the contracts to be cancelled.

I received an email 2 to 3 weeks back requesting for information that I had given them every time I sent them an enquiry. I also received an email from Jodi Naidoo from Retentions@mtn asking for information that I had responded to. I copied him/her the emails hoping that the contracts will be cancelled.

I have explained to MTN, numerous times, that I have installed wifi at my residence so I don't need the data contract, and I use WhatsApp calls for making calls that's why I'm cancelling the contracts. All these explanations have fallen on dead ears. I had indicated to them that I'll escalate the problem but they do not care becaus4 the contracts are not cancelled even today, 16 November 2020 - I'm still billed for those 2 contracts.

I received a call from MTN early this month where they were asking about my enquiry. I told the lady that the contracts have not been cancelled and she asked me when did I request for the contracts to be cancelled, and told me that according to their system the contracts have not been cancelled.

I don't know what to do now because every time I respond to an email, I receive the same response they gave me previously from a different person. I even asked for an appointment to go and see the manager for Cancellations in their offices at 14th Avenue, Roodepoort for the 26 October 2020 but no one confirmed the appointment and I could not go to their offices.

I have just received confirmation from my bank that MTN has deducted R775.00 for the 3 contracts - the 2 that have been cancelled amount to R200.00 and my main contract which expires in 2021 amounts to R575.00.

In my enquiry to MTN I had demanded that they reimburse the R200.00 they deducted from my account since the contracts expired. Instead of cancelling the contracts, they bill me every month which is an inconvenience to me.

I believe that MTN is treating me unfairly and they don't care about me as a customer, all they want is to raise their revenue even if it means them using ************ measures by collecting monies for cancelled contracts from me.

The challenge I have is that no one is responding to my emails directed to them, instead, a new person responds without solving the problem. I cannot afford to continue paying for contracts I'm not using.