Dissatisfied and deceived loyal customer.

I had a 24 months unlimited wifi contract with MTN. on the 26th of March 2024 I called MTN costomer service to enquirie about the monthly contribution that had increased from the initial contract agreement, I spoke with Ncedo, he told me that massages were sent to all MTN customers to inform them about the increase due to the high volume of data usage in SA. I told him the amount I was paying was too much for me to afford, I want to cancel the contract and I asked him to check for me when is my contract ending. He told me that my contract was ending on the same day which was the 26th of March 2024. I requested him to cancel my contract, he tried to convince me not to cancel instead to take other deals according to my affordability, because I might loose loyalty deals which I will not get after I have canceled. But I insisted on canceling and not to be pressured on renewing the contract. He told me that I have to take the router to the MTN shop for inspection if all is well they will cancel the contract for me at the shop. I told him that at the shop they usually tell us to call for cancelations and give us their call center number, he asked me that when I went to the shop was I carrying the Router, I said no, he told me I have to take it with me to the shop for cancelation and I told him that I hope what he is telling me the correct information because I will be going to the shop for the second time, he told me that he is certain that he is giving me the correct information. when I asked him that the Router was delivered to me why can't I post it back for inspection? he told me that he can only cancel my contract if the Router is inspected and from where he is it's impossible for him to do that. Because it was the end of the contract date I didn't wait time, immediately after work I drove back to MTN shop, and I told them what Ncedo said, they told me that he did not give me the correct information, they only inspect month to month Router and according to their system mine is fully paid for. I called MTN the second day 27th of March 2024 and requested them to cancel my contract, when they put me through cancelation the lady that was talking to me told that I must give MTN 30 days cancelation notice, I asked why because the contract between me and MTN ended yesterday the 26th, it was not an early cancelation, why should I give them notice, she told me that I should have called on 26th of February 2024 to give them 30 days cancelation notice. I refused to give notice because I didn't see the reason behind it. The lady said because I am refusing to give notice she will transfer me back to costomer service so that I can tell them that I refuse to make a notice. The guy that took my call on costomer service put my call on the side while I was talking to him until I dropped the phone.

My partner called them on my behalf they told him they will cancel the contract I must call the next day which is the 28th of March 2024.

When I called cancelations department, I spoke with Charlien I told her that I want to cancel the contract and I told her about my conversation with Ncedo, she also confirmed that Ncedo told me the wrong information. She told me that she is seeing the cancelation notice on the system, that was made on the 27th of March 2024. I asked her when is it ending she gave me 2 dates 28 and 29 of April 2024. She told me I must hold on for the reference number, I waited, she gave me the reference number. I have made peace with the notice until I asked her what is the reason for notice she told me that it's because MTN has loaded the data on my account already so I have to pay for it, I asked her when was it loaded she told me on the 27th of March 2024, I asked why did they load data knowing that I want to cancel the contract and I called from the 26 to cancel and the cancelation notice according to her was done on the 27th, why then did they load data... I asked her how much was I supposed to pay, if the amount will be the same as I was paying for the contract, she said it will not be the same amount because I will be only paying for the data. I asked her when, how and how much was I supposed to pay because I have never received any invoices from the day I took the contract, I only received SMS's saying they have emailed the invoice but never have received it and I have already canceled the debit order on my account, she told me she doesn't know she is only dealing with cancelation, I will have to ask the costomer service that information, she will transfer me back to them.

She transferred me to the costomer service and I spoke to Sxolisile, only to find out from her that the notice was done today on the 28th of March 2024 by Charlien around the same time (14h00) I called for cancelation not on the 27th as Charlien has said, the note that was done on the 27th was that I refused to make the notice, it was not the cancelation. And I was expecting to pay on the 28th of April 2024 at the end of the notice day. And my guess is that even the data, if it's loaded was loaded on the 28th of March 2024 not the 27th.

Sxolisile told me that I was expected to pay the same amount I was paying during the contract, I told her that I will not have that amount of money, they must take back their data because I have not used it and they can see that on their system, she told they can't take it back, I told her if that is the case I want to make payment arrangements because I won't have that amount of money, she said I can only make payment arrangements when I owe them but now my account with them, shows that there is no amount outstanding. It will only show month end. I request to speak to the manager or supervisor or anyone in charge, she told me they were all in the meeting and I will have to call again the next day to speak with them.

I called few hours later asking to speak with them and the people answering my calls, they just dropped them.

I feel that I have been deceived and betrayed by MTN team of workers, even if I was willing to make that notifice, I am not willing to do it anymore because of their behavior especially Charlien and I have not used their data. They are very dishonest to their loyal customers and I have never missed a single payment during my 24 months contract with them and this is how they treat me.