Incorrect Device Delivery, Unauthorized Debit, and Poor Customer Service

I am writing to formally raise a complaint regarding my recent and highly unsatisfactory experience with MTN. The issues involve an incorrect device delivery, unauthorized debit, and poor service from several representatives.

1. Incorrect Device Delivery On October 22, 2024, I received an Apple iPhone 13 instead of the iPhone 13 Pro that I had ordered through your telesales team. Upon noticing the mistake, I initiated the cancellation process on December 3, 2024, which was within the allowable cancellation period.

2. Unauthorized Debit Despite my cancellation, an amount of R713.26 was debited from my account on December 4, 2024. I attempted to reverse this transaction through my bank but was informed that it could not be reversed due to the nature of the debit order mandate.

3. Poor Customer Service In my efforts to resolve these issues, I have repeatedly reached out to your customer service team via 135. Unfortunately, the service I have received has been appalling. While I managed to speak to Sheryl Mphahlele (Cancellation Manager), who referred me back to the 135 line, I encountered rudeness and hostility from a representative named Emihle.

Emihle not only spoke to me disrespectfully but also insisted that I was responsible for paying the invoice, despite the timely cancellation. This process has led to several heated arguments with your representatives, and I have felt insulted and dismissed on multiple occasions.

My Request Given the inconvenience and distress caused, I am requesting the following:

1. Immediate refund of R713.26 that was debited from my account without authorization after the cancellation. 2. A formal apology for the poor customer service and unprofessional conduct of your representatives, particularly Amahle. 3. Compensation for the inconvenience and emotional distress caused by this prolonged and unpleasant experience. 4. A detailed explanation of why this matter has been delayed for almost a month and what steps will be taken to prevent such occurrences in the future.

Conclusion I have made every effort to resolve this matter amicably, but I have been met with inadequate responses and unprofessional conduct. I trust that MTN will treat this complaint with the urgency and seriousness it deserves.

*** Reentseng Hanese