GATVOL!!!

To Whom It May Concern

On Monday, 21 February 2022, I attempted to make a call from my cell. I was however informed that I had insufficient airtime. I proceeded to load R180 airtime from my banking app, as I have always done in the past (See attached - Airtime1). I could however, still not make a call, still said insufficient airtime. I then checked my MTN App, according to which, I had R202.88 airtime balance (See attached - Balance1), but still couldn't make a call. I then dialled *136#, which showed a zero balance (See attached - 136-1). Since it was after hours, I decided to sort it out the next day.

On Tuesday I managed to phone a friend, the call lasted 26m 32s and I assumed that the R180 airtime was eventually allocated to my account. However, when I attempted to make another call that evening, once again I was informed that I had insufficient airtime. According to Google, that call should have cost in the region of R26... I then checked and found two MTN gaming subscription services on my account (See attached - Subscriptions). I requested for these to be removed, but nothing seemed to happen. The have subsequently been removed from my account.

Today, I needed to make several calls, and guess what? Still insufficient airtime!! I then thought, since the subscription services seem to have been removed, it should be safe to load more airtime, but decided to only load R60, just in case it disappears again. Yet again, the money does not reflect on my account, does not show on *136#, but on my MTN App, there's now a balance of R262.88. (See attachments - Airtime2 & Balance2)

I STILL CANNOT MAKE CALLS THOUGH!!!

I then phoned your call centre, spoke to Ayanda, who tried to be helpful, but also couldn't resolve anything and asked me to email the details, which I am doing now. I mentioned to him that I also want to cancel the contract, as I am leaving the country in less than 2 weeks. He explained that he could not assist me with that and dually transferred the call to cancellations. The lady I spoke to there, was about as helpful as a cup of sand in the desert. The line was atrocious, half the I couldn't hear her and the other half, I was left hanging on, on an open line. Then at a stage I could hear her talking to someone in the background and next thing, I was transferred to yet someone else, who also said she couldn't help me. So, altogether, I wasted 30 minutes on a call to a very useless customer services department!

I am leaving this pathetic country in 12 days. I am still recovering from a major health setback over December. I wasn't able to do much, during that time, so time is of essence now! Yet, for 4 days now, I haven't been able to phone anyone, or make any arrangements. I really hope that writing this email, isn't going to be another waste of time.

I need the following done ASAP please:

ALL subscription services removed from my account. A signed contract, where I gave MTN permission to ***** R240 worth of my airtime every month!! A detailed statement of how long these subscription services have been *****ing my airtime. I'd really appreciate a refund on what was ******, but from past experience, I have zero to no chance of that happening! Can someone PLEASE!!! sort out my account, I really need to phone some people! Why can't I still make calls? Why does the MTN App reflect my airtime purchases, but *136# doesn't and why can't I phone? I need this contract cancelled and the number migrated to Pay as you go. I don't have more time to waste, standing around in MTN shops. Please sort this out! I need to make certain that I have international roaming on my phone. I don't even open SMS's, advertising ****. I don't click on Pop-up's, because I know that's how you and other third-party apps, get you to "subscribe" to all this bull****! It is just one more bit of *******ION in this pathetic country! And just one more, once amazing company, run into the ground!! Well done!!

Your urgent attention in this matter would be highly appreciated!