FRUSTRATED with MTN

Had a contract with MTN that was due to close in Nov. Visited them in Oct to find out state of my account and they advised I had been handed over since I had missed 2 amounts. I went and checked, found out one of the month they said I had defaulted I had actually paid. I send them PoP to this effect and they advised me on email that I needed to R452 and the account would be done. On 18 Nov I made the payment and send PoP BUT to date I still receive demands for payment and efforts to get this resolved have proved fruitless. Today got email from their legal in response telling me this amount is now R 1,060.19. I keep querying where this amount is coming from and no one i interested in responding to this question. Please help me get an answer. I have included some of the communication below.

Pamela Mutambu ********** 10:22 AM (5 hours ago) to cim_legal

May you please read my email trail. This is what I have been querying since November. I was told to pay R452 and the account would be up to date and closed. this I did on 18 November and send PoP so not sure where this new amount is coming from.

Please assist and help me understand because am now beyond trusted with this account. Is it actually possible for me to talk to you?

Regards

Pamela

On Fri, 08 Feb 2019, 10:12 Legal Action Department ********** wrote: Good day

Please be advised that there is an amount of R 1,060.19 which needs to be to bring account up todate.

Kind regards,

Simiso Vilakazi

Legal Department

MTN SA

Reference Number: 59837

--- Pamela Mutambu Wrote ----- Good morning

I have been making a follow up on my account and was advised that I was in arrears. Yesterday, the lady I spoke to confirmed I skipped payments for April and May 2018. I have checked with my statements and can confirm I surely missed April payment but please find attached PoP for the May payment.

Kindly advise how much I need to pay in line of this and will remit payment.

Regards

Pamela ( ********** ) “The information contained in this message is intended solely for the individual to whom it is specifically and originally addressed. This message and its contents may contain confidential or privileged information from MTN Group. If you are not the intended recipient, you are hereby notified that any disclosure or distribution, is strictly prohibited. If you receive this email in error, please notify MTN Group immediately and delete it. MTN Group does not accept any liability or responsibility if action is taken in reliance on the contents of this information . Note that all personal emails are not authorized by MTN Group. ”

Customer Care ********** via mtncloud.onmicrosoft.com Nov 10, 2018, 9:54 AM to me

Good day Pamela,

Thank you for emailing Customer Care.

We apologise for the delayed response and inconvenience caused thereof.

Please note that you were advised incorrectly as the payment of R399.00 made on 2018-05-28 does reflect on your account. The only payment missing is the April payment and this was for the invoice dated 2018-03-20 as we bill you a month in arrears.

Also, please note that as of April 2018, your contract pricing increased from R399.00 to R402.50 due to the 15% VAT increase as gazetted by the government. We notice that you have been short paying the account and still making R399.00 payments except for the R405.00 payment made on 2018-09-30.

The amount in arrears on the account is therefore a total of R415.57. Once this payment has been made, the account will be up to date and a request for the legal status to be removed can therefore be logged.

We trust that you find the above in order.

Kind Regards, Tshepo Mahlangu Customer Services MTN SA

Reference Number: ********** 2

Pamela Mutambu ********** Attachments Nov 22, 2018, 12:13 PM to customercare

Good morning

I am making reference to our previous communication and the attached invoice and statement I have received today. May you please have a look and advise.

Regards

2 Attachments

Pamela Mutambu ********** Attachments Nov 23, 2018, 1:17 PM to customercare

Good day

Please find attached PoP for the outstanding amount.

Regards

Attachments area

Customer Care ********** via mtn.com Nov 23, 2018, 3:29 PM to me

Good day Pamela,

Thank you for emailing Customer Care.

To process the request and for security reasons, please confirm the following:-

I.D Number: MTN Pin: Address: E-mail address/Work Telephone Number: Bank Name/ Type of account: Kind Regards, Kholofelo Sethibela Customer Services MTN SA

Customer Care ********** via mtn.com Nov 26, 2018, 10:31 AM to me

Good day Pamela,

Thank you for emailing Customer Care.

Kindly be advised that this query has been escalated to the Legal team and they will contact your for feedback.

Please accept our apologies for the delayed response and for any inconvenience caused.

Kind Regards, Lebohang Malaka Customer Services MTN SA

Reference Number: ********** 2

--Original Message-- From: ********** Date: 2018/11/23 1:17:23 PM To: ********** Subject: Fwd: ********** [# ********** 2]

Good day

Please find attached PoP for the outstanding amount.

Regards

Pamela

---------- Forwarded message --------- From: Pamela Mutambu ********** Date: Thu, Nov 22, 2018 at 12:13 PM Subject: Re: ********** [# ********** 2] To: **********

Pamela Mutambu ********** Nov 26, 2018, 11:09 AM to customercare

Good morning

I.D Number: ********** 913185 MTN Pin: 0743 Address: 8690 Kiev Crescent Ext 7 Cosmo City Randburg E-mail address/Work Telephone Number: ********** Bank Name/ Type of account: Standard Bank (Current Account) Regards

Customer Care ********** via mtn.com Nov 27, 2018, 1:41 PM to me

Good day Pamela,

Thank you for emailing Customer Care.

Kindly be advised we have escalated your query to Legal department, should you follow up quote reference 1- ********** 6226.

We trust the above is in order.

Kind Regards, Jabu Shabalala Customer Services MTN SA

Pamela Mutambu ********** Dec 21, 2018, 9:22 AM to customercare

Good day

I am really frustrated as 4 days has long since passed and I still have no response. As far as my last conversation and communication I have settled all the at I owe you and yet I keep receiving statements to pay the same amount. May I please get this issue resolved and the contract closed? Please advise what I need to do to get this done.

Frustrated

Pamela Mutambu ********** Dec 21, 2018, 9:34 AM to cim_legal

---------- Forwarded message --------- From: Pamela Mutambu ********** Date: Fri, Dec 21, 2018 at 9:22 AM Subject: Re: ********** [# ********** 2] To: **********

Legal Action Department ********** via mtn.com Dec 27, 2018, 10:34 AM to me

Y'ello!

Thank you for your email.

Kindly be advised that the settlement balance is R 823.65

Kind regards, Nomvula Zwane Legal Department MTN SA

Pamela Mutambu ********** Dec 27, 2018, 11:55 AM to cim_legal

this us the same figure I was told included the May payment which I provided PoP for and if you look at this email transcript you will find YOU then to pay 415 to settle the account, which I did end of November so how come this amount does not go down or finish?????????

Pamela Mutambu ********** Feb 6, 2019, 2:43 PM (2 days ago) to customercare, cim_legal

Good day

May someone please advise what the status of my account is as i am still receiving statements and invoices demanding payment.

Regards

Pamela

---------- Forwarded message --------- From: Pamela Mutambu ********** Date: Thu, Dec 27, 2018 at 11:55 AM Subject: Re: Fwd: ********** [# ********** 2] To: **********

this us the same figure I was told included the May payment which I provided PoP for and if you look at this email transcript you will find YOU then to pay 415 to settle the account, which I did end of November so how come this amount does not go down or finish?????????

On Thu, 27 Dec 2018, 10:34 Legal Action Department ********** wrote: Y'ello!

Thank you for your email.

Kindly be advised that the settlement balance is R 823.65

Kind regards, Nomvula Zwane Legal Department MTN SA

Reference Number: ********** 2

--Original Message-- From: ********** Date: 2018/12/21 9:34:32 AM To: ********** Subject: Fwd: ********** [# ********** 2]