horrible service!!!

<p>I am a mtn customer and have been for a very long time. Lately I have been receiving appalling service from MTN. In early March my phone was switched off completely without any notice or warning. On 14 March I called in to the contact centre and spoke to a lady who was rude to me. She told me my account was at the legal appartment. I was confused as I explained to her that in February we paid R500 and she told me I was lying. Eventually we found that the amount was by accident put in my partner's account instead of mine. She said she was going to sort it out for me. I asked her to switch my line back on. She refused and said it was at the legal department. I asked her how can I contact the legal department. She then said she is the legal department. I then asked her how can they put off my phone without notifying me first. I mean if I knew there was an outstanding amount then we would have paid it. She told me they allowed to switch off my phone when they want to. She hung up on the call while I was speaking to her.</p> <p> </p> <p>We then went back to the store we paid at. The man who helped us was very helpful and professional. He put the R500 in my account and e-mailed the back-office to restore my line as he was unable to do it his side. Though the people he e-mailed never got back to me and my line remained suspended.</p> <p> </p> <p>On 31 March 2016 we paid my full bill of R760.38 at the store (Receipt number: PMT***). The man (Ayanda) who helped us this time was unfriendly and not helpful at all. I asked him to put my line back on nicely and he said he cannot. He will have to e-mail customer care to put it on and it will take 21 days. I explained I need my phone urgently as I need to be contactable as I have a sick aunt (who now is passed) who was on her deathbed at the time and my family needed to reach me to let me know if anything happens. He did not seem bothered at all.</p> <p> </p> <p>On Friday, 1 April I was trying whole day to call your contact centre, but I either got disconnected or no one answered the line. Sa****ay 2 April I called again. This time I got through but your systems were down and every agent I spoke to said I must call in 30 minutes. Every time I called it was the same thing. I then got through to one man who was actually helpful. Instead of chasing me away he went to another pc to access my account. He told me that my account was at the legal department and only they can activate my account. He said they are closed and open on Monday (today) till 5pm. He gave me a number, but I was unable to call as I had no phone.</p> <p> </p> <p>I also explained that I should have received R200 on 21 March but because my line was off completely I did not make use of it.</p> <p> </p> <p>I e-mailed mtn. After a few days my line went from n"no service" to having a signal but I could not make calls as it was rica barred. I eventually called and a consultant assisted me and restored my line. My line got active round about the 10th of April. Which means my line was off for about a month and I was struggling so long to get my line active. </p> <p> </p> <p>Before my line got switched off I had about R100 airtime. I was supposed to receive airtime on the 21 March as well of R200 which meant I would have had about plus minus R300 airtime. This was not the case. When my line got reactivated I only had about R100 airtime. I called in and the consultant said they were going to escalate it. I have never heard from mtn about it. </p> <p> </p> <p>I kept waiting, still nothing. I went in store to do an upgrade as we needed a phone. Thats where I learnt that my amount charged was wrong. The consultant (who was very polite and professional) e-mailed the back-office to get it resolved.</p> <p> </p> <p>Today I decided to check my amounts due online. I then discovered that when mtn reconnected my line they changed my subscription from R379 (incl VAT) to R480.59 (incl VAT). This is unacceptable. I feel like MTN is robbing me and over charging me. I never received my airtime on 21 March and secondly my subsription amount should have never changed at all. My contract was for R379 per month NOT R480.59. I need this rectified a.s.a.p. I'm not going to pay R480.59 when I never received all my airtime in March as a result of MTN disconnecting my line without warning or notice. I feel I have been messed around too much now.</p> <p> </p> <p>I called your call centre today and spoke a guy who hung up on me and to Lebo Mokhothu, Ref ***. I am not happy to say that they were no help at all. They want to give me reasons that are not true, especailly when I'm sitting with the information infront of me on my computer screen. I'm tired of having to speak to agents who instead of trying to help the customer, they just want to give an excuse that is not justifyable. </p> <p> </p> <p>My account number is: A***. I feel I have been messed around so many times by MTN and I feel ashamed to say I'm a customer of theirs. I am not the only person who has problems with them. I know quite a few people who do and they left the company as a result. I feel that after this contract I most likely will leave MTN as I feel they are cheating the customer. </p>