Even by MTN’s standards, this is SHOCKING.

Received a call 2 months ago, saying I eligible for an upgrade on my mobile device. I asked the assistant on the phone if there were ANY excess or extra fees I’d have to pay and made it very clear that I wouldn’t take the upgrade if that were the case. She assured me it’d be a simple case of coming in to the MTN store, selecting my new device and debit orders will carry on as usual. The following month I was billed over R4000 for my contract. Once I EVENTUALLY got a hold of an MTN “service champion” they told me a lot of that bill is for a Pro-rata fee which I wasn’t told about at all. I mailed the complaints department twice to dispute payment, I STILL haven’t heard back from them. Got a hold of another “service champion” and they helped me set up a payment plan where my monthly debit order fee would go back to normal and I could manually pay off the Pro-rata fee separately at an MTN store each month. Again, a debit order of over R4000 was attempted. After getting in touch with another “service champion” yesterday I was informed that all payments I’d been making have been going solely towards the Pro-rata fee and now my service is suspended because your system is saying I’m 2 months behind on payments for my contract. Absolutely STUNNED by how bad the assistance has been for an issue that really shouldn’t be an issue at all. Had the consultant who signed me up for my upgrade been up front about this Pro-rata fee I would NEVER have taken the upgrade. I feel 100% conned and disgusted by the fact that I now have to deal with bank charges for failed debit order attempts AFTER setting up payment plans TWICE to make sure this wouldn’t happen again. On top of that, I was put on to the WRONG package. It is NOT the package I signed up for and I was told I have to wait 3 months or so before I can change it. Unbelievably poor service from all areas of MTN that I’m literally having to pay for.