EXTREMELY UNPROFESSIONAL CUSTOMER SERVICE & BREACH OF CONTRACT!

I'm extremely disgusted with the services from MTN as I am a long-standing client for over 25 years I have five contracts with MTN. I did experience some difficulties a few years ago however that was resolved through a long battle.

This current issue relates to the date 28th October 2022 approximately 4:15 p.m. I called the Call Centre and spoke to Resilwe. I asked many questions regarding when my 24-month contract expires, what is the procedure to move it prepaid after the contract expires, and do I have to do it 30 days prior at a call centre or do I have to go to an MTN store to fill in some forms. The other question where about receiving numerous telesales for upgrading my contracts. On a daily basis, I should receive 5 to 6 calls per day rather annoying.

On Saturday the 29th of October I tried to make a call as normal and only realised as I dialed out there was a voice recording saying your airtime is depleted please load airtime I was rather shocked as I was aware that I had quite a lot of minutes on the contract. I dialed a few other numbers to verify and I received the same recording a few minutes later I call The Call Centre to enquire and they were not very helpful and they said the department only works Monday to Friday and they cannot attend to my complaint and problem. On Monday the 31st of October approximately 8:05 a.m. I called the call centre again and spoke to numerous consultants from pillar to post as always because nobody knows anything and they cannot assist you, and if they cannot assist you they pass the buck to someone else. I finally managed to get to the retention department and spoke to Thando Zungu. I've explained the entire situation and I was approximately 1 hour and 10 minutes on the line giving them a complete overview of the situation. She tried her utmost best to assist and informed me that her manager is Mumtaz Ismail. She had given me her manager's e-mail to which I have sent 9 emails to her with all the references stating the issues however to date she has not responded and neither has she rep**** to the emails. This is rather pathetic, your staff are totally ***********. I called again on Tuesday the 1st of November and once again spoke to numerous consultants to query what is the outcome of my complaint and no assistance. I also requested the voice recording, and once again given the runaround from department to department as they have messed up and they do not want to provide the voice recording as stated all calls are recorded for quality purposes and available upon your request. When I read that statement out, I was asked to go to an MTN store and fill out a PAIA form to obtain it, later in the day went to an MTN store to enquire how I obtain it, and the consultant behind the counter said that is absolute nonsense and they don't have access to that so the lady I've spoken to has just brushed me off. On Wednesday morning I called again and spoke to Junaid Khan a manager of the retention department once again I had to relay the entire story to him and then he says Mumtaz is off today however he will ask her to contact me, and in the meantime, he will look into the matter and listen to the recordings and the case numbers and reference numbers, that was approximately 9:15 a.m. To date and time no reply and no response.

I'm not sure if I could take this up as a lawsuit because MTN has breached its contract. My MTN accounts are all paid up on time with no arrears. I am still within my 24-month contract. This is the 22nd month and I have been automatically moved from contract to prepaid without my consent. I now have a loss of business and earnings as I cannot contact my clients. This is totally unacceptable from MTN.

If there are any lawyers on the panel who can assist and advise me in what direction I should go, I would greatly appreciate it.