Foul Consumer Play by MTN

To whom it may concern.

I am deeply disappointed and frustrated by the customer service I am receiving from MTN regarding my contract ***)

I called MTN around 26th November to cancel the above mentioned contract. In the process of canceling this contract an MTN Retentions & Winback agent (Mpho Mokgejane) managed to keep me as a customer by offering available deals for a contract upgrade.

On 27th November I confirmed with the MTN agent which upgrade I required and the agent confirmed he woukd assist in upgrading me.

On 21 December the agent sent communication that my order was paused due to out of stock (This is 1 month after I requested the upgrade)

I have made countless phone calls, sent countless emails and even visited 3 different MTN stores to get this sorted and I received no assistance whatsoever.

With deep regret and disappointment I wish to lodge a 2 fold complaint regarding MTN

1. I have been incorrectly and unfairly billed R1300 for the month of December for a contract that was supposed to be either cancelled or upgraded in November (I use to pay only R300 for this contract. The fact that the contract was not upgraded or cancelled as requested is not my fault and i refuse to be charged R1300. I request that this money be refunded to me immediately.

2. Until this day I still do not have my upgraded contract. I have made countless calls and email asking what is happening with my upgrade and it has still not been resolved. All I am told is that the order is sitting in the system.

If MTN does not want me as a contract customer that is perfectly fine with me. You more than welcome to cancel my order if you see it fit. However MTN has no right to take my money (R1300), I request that this be refunded to me asap.

Thanks and Regards

Kabelo Ma***ate