*********** MTN

On 29 November 2022 I upgraded my rooter and data contract at Wonderboom Junction. The existing contract expired 14 January 2023. Everything went smooth and I have my new rooter and data bundles. On 18 January we got ****** and my phone, rooter, battery pack and WiFi was ******. I then bought a pre paid rooter and wanted to do a sim swop. My account was listed at collections because MTN billed me the pre cancellation fee.

At the store I was not told about the fee. I did not sign for the fee and I was nog given an option to upgrade or not to because of the fee. The sales lady also did not get a pop up on her screen advising her of any fees. MTN acknowledged that it was not my fault or the stores fault but a system or billing problem. ***. This is the reference number I got from a service champion who said it was not my problem.

I have been trying for a month to get help from MTN to credit my account.

I have phoned many times. I have used up many litres of fuel going to the store.

I was desperate to talk to someone with authority. I found a number on the internet. ***. I dialed it and spoke to Asanda. I asked to speak to her manager. She put me on hold and obviously relaid my problem to him. She came back to me and said that her manager said that Wonderboom Junction must pass the credit. The manager's name is Drew and she is not allowed to give me his surname. She is also not allowed to give me his phone number although it is available for everybody on their profile

I went to Wonderboom Junction and the manager there, Neil, assured me that the stores are not allowed to pass credits. Neil then phoned his area manager. I heard that she was fami**** with my problem and that she was going to phone the billing department. Neil promised to get back to me. He did not. The store's phone never gets answered.

I pm'd various times and my case just gets escalated.

I emailed complaints@mtn. I wrote a complaint on their Facebook page. No luck at all.

I am desperate .