FAILURE TO CANCEL CONTRACTS

<p>I have been a MTN client for many years and I requested that two contracts be cancelled on expiry. This did not happen as per the last time and I get the run around about technical issues.</p> <p> </p> <p>Retentions tells me some story when the emails state clearly that the migration would happen on the contract expiry dates.</p> <p>Email</p> <p>From: retentions_redirect ********** <br /> Sent: Monday, May 30, 2016 4:27 PM<br /> To: ********** /> Subject: RE: CANCELLATION [# ********** 1]</p> <p> </p> <p>Good day Mr Diederick Arnoldus,</p> <p>Thank you for your email.</p> <p>Kindly be advised that we have logged a request that both your numbers should be migrated to prepaid on the expiry date.</p> <p>MTN Reference: ********** 09 to do follow up on your migration request.</p> <p>We trust the above is in order.</p> <p>Best regards,<br /> Vuyokazi Muambo <br /> MTN Retentions</p> <p>Reference Number: ********** 1</p> <p> </p> <p>I will gladly move to another provider if I don't not get the refunds due.</p> <p>Am I payiong for the Nigerian issues?</p> <p> </p> <p>The email trail is appended</p> <p>Dear Valued Customer,</p> <p>Thank you for your continued support.</p> <p>This email serves as acknowledgement of your request. Please retain your reference number found in the subject line for future tracking purposes.</p> <p>We will endeavor to have your query resolved and feedback to you within 2 business days. In the event that you have not received feedback or your request is deemed as an emergency, you may contact us by dialing 808 and selecting option 2 (free from an MTN contract cellphone number) or +2783 1 808 from any other service provider (calls are charged at standard cellular rates).</p> <p>Did you know that you can access MTN Self Service website (https://mycontract.mtn.co.za) where you can:</p> <p>View Upgrade eligibility on your contract<br />View your bill<br />Update your personal details<br />Add/ delete services<br />And much more…<br />You may also access our latest promotions by clicking on the link below:</p> <p>https://www.mtn.co.za/everyday_services/useful_extras/Pages/YelloTrader.aspx</p> <p><br /> Kind Regards,<br /> Retentions and Winback Department</p> <p> </p> <p><br /> <br /> <br /> ----- ********** Wrote -----</p> <p>I am not satisfied with the outcome and will be taking the matter up with Hello Peter and other forms of media. Kindly inform your management accordingly.</p> <p> </p> <p>Kind regards</p> <p>Arnold</p> <p> </p> <p>From: retentions_redirect ********** <br /> Sent: Tuesday, September 13, 2016 1:24 PM<br /> To: ********** /> Subject: RE: CANCELLATION [# ********** 1]</p> <p> </p> <p>Good day Mr Muscat</p> <p><br /> Thank you for your email.</p> <p>Please be advised that cell phone number ********** 72 and ********** 440 have been migrated to MTN Prepaid. Please allow 2 to 24 hours for activation. Once Activation is successful, you will receive a SMS Notification.</p> <p><br /> Best regards,<br /> MTN Retentions</p> <p>Reference Number: ********** 1</p> <p><br /> --Original Message--<br /> From: ********** /> Date: 2016/09/12 10:54:39 AM<br /> To: ********** /> Cc: ********** /> Subject: RE: CANCELLATION [# ********** 1]</p> <p>To Whom it may concern AND Vuyokazi</p> <p> </p> <p>I have attached the written requests that these contracts be terminated and made prepaid. Refer to the correspondence below.</p> <p>This obviously has not been done.</p> <p>Please urgently refund me the amounts that have been deducted and make the necessary changes.</p> <p>Please credit my account with these amounts.</p> <p> </p> <p>I expect a speedy response.</p> <p>Regards</p> <p>Arnold Muscat</p> <p> ********** 903</p> <p>From: retentions_redirect ********** <br /> Sent: Monday, May 30, 2016 4:27 PM<br /> To: ********** /> Subject: RE: CANCELLATION [# ********** 1]</p> <p> </p> <p>Good day Mr Diederick Arnoldus,</p> <p>Thank you for your email.</p> <p>Kindly be advised that we have logged a request that both your numbers should be migrated to prepaid on the expiry date.</p> <p>MTN Reference: ********** 09 to do follow up on your migration request.</p> <p>We trust the above is in order.</p> <p>Best regards,<br /> Vuyokazi Muambo <br /> MTN Retentions</p> <p>Reference Number: ********** 1</p> <p><br /> --Original Message--<br /> From: ********** /> Date: 5/30/2016 3:24:36 PM<br /> To: ********** /> Subject: RE: CANCELLATION [# ********** 1]</p> <p>Hi Vuyokazi</p> <p> </p> <p>Make them prepaid on expiry of the contracts for both numbers.</p> <p>Many thanks</p> <p> </p> <p>From: retentions_redirect ********** <br /> Sent: Monday, May 30, 2016 3:06 PM<br /> To: ********** /> Subject: Re: CANCELLATION [# ********** 1]</p> <p> </p> <p>Good day Mr Diederick Arnoldus,</p> <p>Thank you for your email.</p> <p>Kindly advise if you will be retaining the number as pay as you go or would like to have it terminated.</p> <p>Permanent Deactivation: Cancellation of contract and the Cell number permanently from the network you wont be able to use the number again (30 Day’s Cancellation Notice Is Required)</p> <p>Prepaid Migration: Contract is cancelled but you keep the cell number, the number is migrated \ moved to prepaid pay as you go where you are be able to use the sim card and load your own</p> <p>Airtime and services (Request must be done after expiry date of the contract, No Notice Required.</p> <p>We look forward to being of service to you.</p> <p>Best regards,<br /> Vuyokazi Muambo <br /> MTN Retentions</p> <p>Reference Number: ********** 1</p> <p><br /> --Original Message--<br /> From: ********** /> Date: 5/30/2016 11:37:34 AM<br /> To: ********** /> Subject: CANCELLATION</p> <p>Hi</p> <p>Please cancel the following contracts as they are no longer required.</p> <p>Cancellation dates to co- incide with the expiry dates. Please send confirmation?</p> <p> </p> <p>EXPIRES 28/7 ********** 472</p> <p>31 AUGUST ********** 440</p> <p>Kind regards</p> <p>Arnold</p> <p> </p> <p>From: Customer Care ********** <br /> Sent: Thursday, August 20, 2015 9:48 AM<br /> To: ********** /> Subject: Re: CANCELLATION [# ********** 5]</p> <p> </p> <p>Good day Mr Diederick Arnoldus Muscat,</p> <p>Thank you for your e-mail</p> <p> </p> <p>Please be advised that contract cell number ********** 083 has been cancelled and migrated to a prepaid service. Please allow for 2 to 24 hours for migration to go through.</p> <p>A late cancellation request has been logged. REQ: ********** .</p> <p>Hope the above is in order</p> <p>Best regards,<br /> Ahmed Paruk <br /> MTN Retentions</p> <p>Reference Number: ********** 5</p> <p><br /> --Original Message--<br /> From: ********** /> Date: 2015/08/12 12:33:04 PM<br /> To: ********** /> Subject: CANCELLATION</p> <p>Hi</p> <p> </p> <p>I called the call centre more than a week ago and again last week.</p> <p> </p> <p>The contract for ********** 083 has expired and I wanted it cancelled.</p> <p> </p> <p>I was told that I will definitely not be billed this month and I have.</p> <p>The reference number is ********** 90.</p> <p> </p> <p>Please rectify and reply.</p> <p>Arnold Muscat</p> <p> ********** 903</p> <p> </p> <p> </p> <p> </p> <p> </p>