Extremely bad experience with MTN

Good morning MTN

I am writing this email with anger and devastation because of MTN’s stuff errors and misleading me. Since April 2022 I have been battling with getting my account closed at MTN till today. I had a cellphone contract with MTN and I finished paying it in January 2022 , I then in April went to an MTN store and to apply for an upgrade then I was told that my account was in erreas because there was a SIM card that I took with the phone and they were still billing me for that SIM card. I was told to pay and the amount was around about R350 and something so I paid it and I told the MTN agent in Tygervalley store to cancel that SIM card he told me it was cancelled.

Whenever I would apply for credit to other places MTN comes up as if I owe them I then decided let me phone MTN. I called them and I was told that my account is again owing around about R500 because of a SIM card that is still active and I’m being billed for it. I told them but I went to an MTN store to have that SIM card cancelled how come it’s still active. They couldn’t answer me , I said it’s fine give me your banking details I got them and I paid the balance I was owing. I then commented on a Facebook MTN page telling them about my bad experience with MTN someone responded in my chat box from MTN. I told that person I have paid everything I owe you now I would like you to give me an email where I can send my proof of payment and then I would like a settlement letter. The person responded and said first we will do security questions, we proceeded and then after I was told to wait 30 days as my request to close my MTN account has been escalated to the cancellation team . I then asked when can I get my cancellation letter I was told to contact them after 30 days once the cancellation has been finalised then I will get my settlement letter. I then waited.

On the 6th of October I received an SMS from MTN that my order has been submitted, I forwarded the screenshot of this message to this MTN agent I was talking to on Facebook. The agent responded and told me that the sms is a reference number that my account is barred due to non payment. I told her but I paid my account and told you to cancel my contract and you told me to wait 30 days for the cancellation what is this payment for now. She said to me “We apologize for the inconvenience caused.

Please note your contract is still active. Kindly contact the retentions team on 135, Monday to Friday, 08:00 am to 17:00 pm for further assistance.

~CD “ I then responded:

“No you can’t tell me you apologise because your apology is unaccepted. This is totally bull**** what you are doing to people so you guys **** to me when you told me my contract will be cancelled in 30 days . So now what do you want me to do because I had instructed you that I want that account closed after I had paid it. Now are you going to expect me to pay you again because you couldn’t do your jobs. This is the worst service I have received from you you guys are a nightmare .”

MTNs response:

Please note your query was escalated to the retentions team to request for cancellation. We have not received feedback as yet. We can escalate your query again to them, however, should you require a quicker response kindly contact them directly.

~CD

My response :

So now what do you want me to do in the meantime because that account has been active this entire time. And it’s probably going to be on a negative balance then I will have to pay again for what ? For you not doing your jobs?

MTNs response:

The amount of R104 is for the invoice from the 12th of August to the 12th September which you are still liable to pay. You have requested for cancellation on the 27th of August. Cancellation was supposed to be processed on the 27th of September, however, it did not happen and we apologize for that.

You will need to pay the outstanding balance. The cancellation can only be processed once the payment reflects.

~CD

My response:

So how come this R104 for invoice was not included on the R520 amount of arrears that I was told to pay in order for the cancellation to take place? Because I settled that account on the 25th of August and was told it will be closed the R104 invoice was never mentioned. So now if the account was closed on that 27th I had requested for it to be closed this R104 where would it be?

MTNs response:

Please note the invoice for R104 only got finalized on the 12th of September. It was not reflecting at that time as the invoice was not finalized yet. You would still need to pay the R104 as it takes 30 days for the contract to be cancelled. Any invoices that are generated during this period you are still liable for.

Once you have made payment and the payment reflects. We can request for the contract to be cancelled immediately and this will be the last invoice.

~CD

My response:

Please forward me with your account number I will pay it now.

MTNs response:

Please see our banking details below:

If you are a Standard Bank Customer Public Recipient / Beneficiary Name: MTN Postpaid Contract Payments Account number: *** Type of account: Business Current Account Branch Code: 019205

If you are an Absa Customer Public Recipient / Beneficiary Name: MTN Postpaid Contract Payments Account Number: *** Account Type: Business Current Account Branch Code: 630141

If you are an FNB Customer Public Recipient / Beneficiary Name: MTN Contract Account Payments Account Number: *** Account Type: Business Current Account Branch code: 255005

Please remember to include your MTN contract cell phone number or MTN contract account number as your reference when making a payment.

~CD

My response:

Here is your proof of payment now please close my account.

I forwarded the proof of payment to the person.

MTNs response:

Thank you for the payment.

Kindly be advised it takes 24 to 48 hours for the payment to reflect on the system. Cancellation can only be requested once the payment reflects.

~CD

Then on the 10th of October I sent them a message again asking if my account in closed prior the payment I made on Thursday.

MTNs response:

Hi there. Apologies for the delayed response.

Please give us a moment to check, we will revert shortly.

~LT

The payment is reflecting. Please advise, would you like to keep the number prepaid? ~LT

My response :

No I don’t want the number.

On the 20th of October I wrote to them again asking if my account is closed, they responded.

MTNs response:

Hi there, please confirm the mobile# in question for us to further assist you. ~SBU

My response:

***

MTNs response:

Kindly note that a Cancellation or Cancellation enquiry can only be processed telephonically with An MTN Consultant. An MTN Consultant will contact you within the next 24 – 48 Business hours regarding your request. ~MAK

My response:

I’ve been waiting since 20th last day we spoke for this MTN consultant to contact me but no one has at all.

MTNs response:

Yello, Feedback has been requested and we will revert to you. ~A.S

On the 26th of October I wrote to them again asking for a feedback because no one ever contacted me .

MTNs response:

We apologize for the delay and the inconvenience caused. We are following up with the management from the retention department. ~MAK

My response:

Just know that with this delay of yours taking place if that account accumulates another fee I’m not paying that .Because I don’t understand why is it so difficult to just close an account, if I knew it was going to be such pain to close the account at MTN I would have never opened it because your service sucks.

MTNs response:

Hi there,

Please not that it is already scheduled for cancellation therefore there will be no fee.

Yesterday was the 12th of November I received another SMS again that an order has been submitted , I took a screenshot I forwarded it to MTN . This is the response I got today that takes the cup in ****ing me off from MTN .

MTNs response:

Hi there. Apologies for the delayed response and the unpleasant experience.

Please give us a moment to check, we will revert shortly. ~LT

Please be advised that there's no order placed on your account, however, the contract *** is not yet canceled. For us to cancel you will need to settle an outstanding amount of R210 which is in arrears.

~LT

You can pay at the MTN store, via EFT, or at the ATM (cash deposit)

Please find the banking details below. STD BANK Beneficiary name: MTN Postpaid contract payments Account number: *** Type of account: Business Current Account Branch code: 019205

ABSA BANK Beneficiary name: MTN Postpaid contract payments Account number: *** Type of account: Business Current Account Branch code: 630141

FNB BANK payments Account number: *** Type of account: Business Current Account Branch code: 255005 Beneficiary name: MTN Postpaid contract

~LT

Please remember to include your MTN contract account number BA*** as your reference when making a payment.

~LT

I’m being told to pay again for an account that I was told it’s escalated to be closed. I am repulsed by what MTN an is doing. I want my account closed or I’m taking this further .

Regards Sisipho