False Telephonic sales

I was Phoned on 14 October 2021 @ 14h30 in the afternoon by Ryan Naidoo , a sales representative of MTN and he told me that he sees that I am an existing MTN client and that I have a 220 Gig Fixed LTE contract with MTN.

I concurred and he asked if I am interested in REPLACING the existing contract with the New MEGA Uncapped (10mbps )fixed LTE deal, for the same amount that I pay for the 220 gig contract.

I mentioned to him that I do not believe him, as there is no way that I can get UNCAPPED fixed LTE for only R499 per month. He then admitted that there is a FUP cap of 400 gig p/m. I said that I am interested, if it is Uncapped ( or 400 gig p/m f.u.p) but, I have an existing contract with MTN ( only started in March 2021)

He assured me that If I am to take this deal, that My existing contract will be replaced by this specific deal and that I would receive a new sim and a new router. I agreed to the deal on the premise that my existing contract is REPLACED. I then asked him what happens to the old sim and device and he assured me that I must keep it.

We went through all the contractual red tape via the phone and I asked him his name and surname and his personal contact number , should I have any issues. He gave 2 numbers and I made a note of the exact time and date of he call. I then asked him when the new device and sim card will arrive and he mentioned within 2 to 3 working days.

I received the parcel on 20 October 2021 and was informed by the courier that the sim card will be activated 48 hours after I took delivery of it.

On Friday afternoon ( 22 October 2021), I tried to set up the device, but noticed that the old device is still operational and though nothing much of it and figured it will soon cease to work, maybe the end of the weekend.

By Monday 25 October, after returning from work, I noticed that the old device and sim is still operational. On the morning of 26 October I tried calling the numbers that Ryan supp**** me with to query the issue. The 1 number was not operational and the other number was answered by a lady.

I explained my predicament and the lady took down all my detail and assured me that Ryan will call me back soon as possible. My day then became extremely busy and only when I got home the evening, I realized I have not been called back.

During the morning of 27 October , I called the operational number again and a friendly lady answered my call and she explained to me that they are acting as representatives of MTN and are being sourced by MTN to do tele sales.

I explained my predicament again, and again she took my detail and assured me that someone from their department will call me back.

I smelled something fishy and referred to the E contract sent to me on 14 October and noticed that it was marked as an additional contract.

I then tried, without luck to get hold of someone from MTN to assist me with the matter.

I called *** and tried ALL the options 1,2,3,0 etc. and each person referred me to the next. This has now been going on since 27 October, and I have bee trying to cancel the new contract, as I was told by the billing department that I have 2 active contracts of R499 each on my name, meaning the first contract was not canceled or replaced.

I tried the MTN cancellation department 4 time and was holding the line for more than 45 minutes each time, all the while calling from my Vodacom cellphone.

I am now extremely frustrated, as they are unwilling to assist. I cannot say they are ***********, because incompetence is someone that tries to help, but makes mistakes - MTN does not WANT to help !