Horrible Service

<p>My late Dad, Norman Middleton, had a cellphone contract for years with MTN (083 ********** ). He passed away in July 2015 and I continued paying the monthly account of about R 230,00 till the end of the contract in September 2015 after giving due notice of termination. On 26 September 2015, I was presented with an invoice of R 2 836,94. The agents at the MTN Shop could not explain the reason for the sudden large amount (the amount included, for the first time, a “Packet switched data calls” of R 2 212,09) and advised me to follow up with their Call Centre. I paid in good faith with the thought of making a follow up … to my regret. Since then I have tried to get clarity on the amount but, one year later, to no avail.</p> <p>The following are my attempts to get clarity from MTN about the PSDC and a request for a Uniform Resource Locater (URL) report that would detail the internet usage as I had no knowledge of these downloads.</p> <p>October 2015. I was told by an agent of the Call Centre (CC) to submit copies of my and my Dad’s ID, Power of Attorney document, Death Certificate and proof of my address to their MTN Shop in order for the CC to talk with me. I promptly did this. These documents were loaded onto their system. No response. The following emails were exchanged between myself and MTN:</p> <p>18 December 2015. Reply from Lethu Duba of MTN Customer Services (Ref. No. 11 47 0891) to say that PSDC were for internet usage. I rep**** immediately that I did not download anything from the internet and requested a URL report.</p> <p>23 December 2015. Reply from Pulane Pule of MTN Customer Care requesting my credentials for security reasons to follow up the matter.</p> <p>24 December 2015. I rep**** giving the information as requested.</p> <p>28 December 2015. Reply from Tsholofelo Moyo of MTN Customer Care requesting my credentials for security reasons.</p> <p>4 January 2016. I rep**** giving the same information and asked that they read the thread of emails to understand my request. No response.</p> <p>25 January 2016. I pleaded for someone to reply to my email.</p> <p>25 January 2016. Reply received from Sanele Nhlapho of MTN Customer Care requesting my credentials for security reasons. Later on I received a call from Chrisanda Botha about my query who promised to follow up.</p> <p>18 February 2016. Reply from Sanele Nhlapho of MTN Customer Care requesting my credentials for security reasons.</p> <p>I GAVE UP ON MTN and took a breather.</p> <p>In May I was advised to follow up the matter via their MTN Call Centre.</p> <p>4 May 2016, 12h00. I spoke to a Sipho at the MTN CC to request a URL report. I was given Ref No. ********** 83 and promised that they will get back to me. No response.</p> <p>7 May 2016. I spoke to a Brian at the MTN CC to request a URL report. I was given Ref No. ********** and promised that they will get back to me. No response.</p> <p>20 May 2016. I spoke to a Cheneez who said that I will have to talk to their Legal Department and she put me back to the CC. A Crystal put me through to their Legal Department but the call was dropped.</p> <p>23 May 2016. I spoke to a S. Vilakazi (??) of the Legal Department and he said I should request their Billing Department to request the Legal Department to remove the hold on the account in order to obtain the URL report. Without this, I will not be able to get it. I was given another Ref No. 1 ********** 1.</p> <p> </p> <p>Since then I have called the CC on numerous occasions but nobody can assist me or they simply drop the calls. I was given another Ref. No. 1 ********** 5 by a Vilasani. My last call was on 2 September 2016 but a Thadutholo said I should not call 083809 but 808. I called 808, waited for 23 minutes then ended the call.</p> <p>My request is to get a detailed URL report so determine when the internet was used as I have no knowledge of this and that I want a refund of R 2 212,09 that I paid on 7 September 2015. My suspicion is that it was hacked and used by another person close to MTN. An agent told me that this is a common problem that they deal with.</p> <p>Winston Middleton</p> <p>Cell: 082 ********** </p>