Extremely bad service

After being happy at MTN for years, I have recently had an extremely bad experience with their service.

2 Months before my contract ended, I went into a MTN store to enquire about changing to a Fibre contract just to find out you cannot upgrade anymore, you have to apply for a new contract. I was advised that ending my contract before the expiration date will lead to a cancellation fee so it would be best to cancel on the day of as the policy changed and it would be effective immediately and then apply for my Fibre contract.

I am dependent on Wifi as I work from home and I told them that I cannot have an immediate cancellation and then wait for an unknown period of time for the Fibre line. They advised that I should wait for the Fibre line to be installed before I cancel my contract.

Two weeks before my contract ended I went to another MTN store to apply for the Fibre to ensure that there will be sufficient time to cancel the contract. The lady said there was something wrong with the Fibre system so she couldn’t do the application, but she wil try later the day as she took all my documents. Two days later I called to enquire, they told me she’s busy with a client and will call back. Heard nothing. Called back two days later again, she informed me that she is busy with a client and will have a look after and call me back. Still received no feedback and decided to call CustomerCare the day after to apply.

By the time the Fibre line was installed, my contract went over into a month-to-month contract. By the time the Router was eventually installed I called to cancel my contract since I was secure of my wifi and knew that they could cancel the other contract just to hear that I need to give 30 days notice after I was already ensured it would be cancelled immediately. Called the store and suddenly no one knew why someone would suggest that.

After I sent in a complaint to MTN about the bad service and that they didn’t give me the correct information and is only costing me unnecessary extra money they just confirmed the date that the contract was cancelled, that it couldn’t be changed and said since it is a month-to-month contract it enquires 30 days notice, overlooking the actual complaint that I raised and the service that I received.