INCONVENIENCE CAUSED BY PREMATURELY SUSPENDING MY SERVICES

On the morning of the 30th March 2020, my services were suspended. My statement which is part of a binding contract document, indicated that I have R0 amount that is 30 days overdue and went on to indicate that the amount reflecting on the statement was due on the 25th of April 2020.

The experience was not happening for the first time with the explanation being that I am a cash payer and no longer on debit order. I requested that my statement must reflect their explanation as according to me, the statement forms part of my contractual obligation.

After the inconvenience suffered, I called in after paying R2 200 into their account requesting for my lines to be opened. The first consultant promised the lines are open which I later discovered that that was not the case. I had to call in again an fortunately the 2nd Consultant did indeed reopen my lines.

Without any consultation whatsoever, customer services sent me this message assuming my query was resolved. Does that mean that my monthly statement will reflect the rightful information regarding payments dates. For the mess that has been going on for more than 6 months, despite the inconvenience caused, are they not going to use that against my profile as I am due for an upgrade?

Below is the correspondence sent by customer care:

Good day Noko Nathaniel Ledwaba,

Thank you for your email.

Our system indicates that you were assisted yesterday with reference number ***.

We trust that you find the above in order.

Kind Regards, Adrian Stellenberg MTN SA

Reference Number: ***