*****
<p>I am having serious issues with having a pending matter resolved with MTN. On trying to cancel one of my lines in January, I was told that my line was upgraded. This however was not instituted by me and was apparently done in September 2016. Subsequently I have being paying escalated subscription charges as a result. I have reported the matter to MTN on 22 January 2017 and was provided with Reference Number: ********** </p> <p> </p> <p>It has now been more than 30 working days and I still don't have finality. After calling the customer care help line I was told that they will escalate but don't have the confidence that this will be resolved and on a monthly basis I am paying in the interim. Apparently this case was assigned to a Nicky Wilson.</p> <p> </p> <p>Furthermore, was contacted by a lady by the name of Patricia on 27 February 2017, on behalf of Boitumelo Gailele and was told that the matter was being dealt with. I mentioned that as far as resolution is concerned, ideally I require a refund for the period concerned and the line essentially cancelled.</p> <p> </p> <p>I have yet to receive feedback regarding the finality of this matter which is long overdue. It is due to this customer service, that MTN will continue losing customers.</p>
Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised as per the ***** department the device was sent back to the MTN stores, but the upgrade was not cancelled.
The system reflect that additional service charge for insurance was added. This insurance was never cancelled and the insurance was billed from 2013 for Apple Ipad Mini 16GB imei *** policy no CNS*** and this insurance request was never requested from your side.
Cell number *** expire date was due 2015-09-12.
We have passed a credit from October 2016 to February 2017 for the invoices generated. The insurance fee cannot be refunded due to no cancellation fee for the device as stated above.
You have requested for the number to be cancelled from the network and this will be done today.
We have informed you that any data left on the sim card will be lost.
Credit for R889.95 will be passed to the account and will reflect 7-3-2017.
Kind Regards,
Alice van der Merwe
***
Best regards,
Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised as per the ***** department the device was sent back to the MTN stores, but the upgrade was not cancelled.
The system reflect that additional service charge for insurance was added. This insurance was never cancelled and the insurance was billed from 2013 for Apple Ipad Mini 16GB imei *** policy no CNS*** and this insurance request was never requested from your side.
Cell number *** expire date was due 2015-09-12.
We have passed a credit from October 2016 to February 2017 for the invoices generated. The insurance fee cannot be refunded due to no cancellation fee for the device as stated above.
You have requested for the number to be cancelled from the network and this will be done today.
We have informed you that any data left on the sim card will be lost.
Credit for R889.95 will be passed to the account and will reflect 7-3-2017.
Kind Regards,
Alice van der Merwe
***
Best regards,
Thanks. It's a pity that one has to resort to such tactics to ascertain simple answers. Thanks for the resoltuion thereof.
Thanks. It's a pity that one has to resort to such tactics to ascertain simple answers. Thanks for the resoltuion thereof.