DONT RISK IT...

1. Initial Contract Uptake I went into the MTN store at Rosebank mall to open a new contract on 21 October 2023. I informed the consultant that I needed a package that was flexible enough for me to move around with the router. The consultant advised that as long as the area that I was frequenting had 5G connectivity then the router/package should work. I attempted to work from a different province in March-April and had no connectivity. I called the call centre and was advised that this was a fixed line contract and would only work in one fixed location. I was upset but understood that there could’ve been a miscommunication at inception of contract, despite this hampering my ability to work.

2. Contract Termination After being made aware of the fixed line nature of the contract, I requested a cancellation of contract the day I received the bill for the July. The attached attached is acknowledgement. I had engagements with the team and no one advised on the proper cancellation protocol. 02 August I called the call centre to ensure that my contract has indeed been cancelled and was told I needed to return the router to an MTN store. Coincidentally I received a bill for payment on the same day, thus I queried why I hadn’t been informed about the router a month ago. 03 August I sent a relative to the MTN store in a different province (as a have a 2 week old baby) and was told that I needed to return it to the same store I opened the contract. I called Rosebank MTN and was advised that MTN is franchised. I was unable to obtain the details of the consultant who assisted me.

So now im stuck in a different province, paying for a service I can’t use, forced to incur shipping costs for returning the router… all things that could have been remedied at inception of contract or at initial contract cancellation.

im lodging a complaint with the ombudsman because this is not it...