*****ING CUSTOMERS OVER!!!!!

<p>I am so disappointed with MTN after being a loyal customer for the past 5 years and this is the treatment I have received!</p> <p> </p> <p>In April 2016, I loaded R160 airtime on my phone and tried to convert the airtime to a data bundle. I received an error saying my transaction could not be completed and I then received an SMS telling me that my usage limit needed to be increased. Knowing very well that I have a top-up contract, I followed the instruction and increased my usage limit - thinking that it was to allow me to convert the airtime to a data bundle - which I managed to do after increasing the usage limit.</p> <p> </p> <p>On the 14th of April I received an SMS advising me that I have started incurring costs from my usage limt - not knowing what this meant, I immediately followed the steps to set the usage limit to 0.</p> <p>On 20 May 2016, I woke up to a shocking SMS of an debit order from MTN to the value of R2283. I immediately called MTN and queried it and explained my story to a lady by the name of Nomsa Kunene who assured me that she would escalate my query and also assured me that the usage limit was set back to 0. The ref for that call was ********** 17</p> <p> </p> <p>I received no feedback and I called again on 30 May 2016 - got through to Sangeziwe - explained my story and all he advised me was that the outcome was that I was liable for the charges as I increased my own usage limit - I asked to speak to a Supervisor and I was put on hold for 26 minutes until my call was re-routed to another agent by the name of Simon Mabaso - I explained myself for the 3rd time and he seemed to understand and assured me that he logged a new query with a different department who would investigate and get back to me within 3-7 business days. Ref for that call was ********** </p> <p> </p> <p>Nobody bothered to get back to me, I called again today and got through to Asanda Zweni who advised me that the query wasnt attended to and that she would escalate the matter to her Supervisor to follow up and provide me with feedback. She also advised me that the usage limit was still on R2800 some odd rands and I questioned how that happened as Nomsa assured me it was on 0. Asanda advised me that Nomsa failed to advise me that the old limit needed to be deactivated and the new limit of 0 needs to now be activated - which she did and the ref was ********** 18. I asked her to transfer me to the billing department</p> <p> </p> <p>I got hold of Sindiswa in the accounts department and explained my story for the 4th time - all she could tell me was that I opted to go with their "promotion" and I am liable for charges - how in the hell could this have been a "promotion" when I had my own airtime and I did not ask MTN to sponsor me with airtime or a **** data bundle! All I wanted was to exchange my airtime for a data bundle!! I asked to speak with her Supervisor and after holding for a long and frustrating 25 minutes, a guy by the name of Sipelele came on the phone and said he is a Supervisor</p> <p> </p> <p>I explained my story for the 5th time and this guy had another story - he now told me that the latest query - Ref no ********** was attended to and the findings are that I am liable for the charges!! I fail to understand how MTN operates, everybody has a different story to tell you and all they can say is that you are liable.</p> <p> </p> <p>After speaking to Sipelele for 30 minutes, I became so frustrated that I was getting nowhere and asked him to please provide me with his name, surname and ref number as I am taking this to the Ombudsman and with such profession, he hung up on me! Some kind of Supervisor if you ask me!</p> <p> </p> <p>I am totally livid with MTN and I will most definitely be changing my network provider as I feel that this is unfair, an innocent and loyal customer for many years cannot even be heard, my queries are not even being taken into consideration and the biggest disappointment is that I know I have a top-up contract, why in the hell would I want to use an open line and incur costs up to R2000 when I can barely afford R200 for a contract - my monthly installment is only R145</p> <p> </p> <p>I did not even ask MTN to give me airtime or data bundles for free, I loaded my own **** airtime and all I wanted was to convert it to a data bundle, which MTN could not allow me to do, instead, I was ******* into "creating my own open line contract"</p> <p> </p> <p>I am disgusted and I will name and shame MTN on all social media and I will also be taking this up with the Ombudsman as I do believe that as a consumer, the NCA surely should protect my rights!!!!</p>