MTN ARE *****STERS

Good day

On the 31 May 2024 I opened the above stated contract with Mtn over the phone, responding to my online application. I was informed that it’s a month-to-month contract for Home Internet uncapped valued at R269p/m pre-paid. I paid R277.68 of which R269 was for June subscription and R8.68 was an activation fee. I was advice to set the debit order for the 4th because the 28th is not available for selection.

On receipt of invoice the amount was different from the agreed monthly subscription, and I was informed I needed to pay for June pro-rata and for August in 1 instalment which was never discussed on inception of contract. The consultant I spoke to was unable to clarify why I was paying pro-rata for June when the subscription for June was already pre-paid and why was another month added to the subscription a month prior the subscription due date. I refused to pay for something I was not aware of therefor did not pay for July.

Yesterday I called the customer service line 135 to request to make payment for August and the mtn consultant sent me the banking details and informed that I should use the LTE sim car number as reference. Payment was made yesterday and today I’m being told that mtn will only be recharging for September not August. After hearing that I requested my money back and to cancel the agreement with mtn, the consultant informed me that the monies have not yet reflected on her side and that my account is sitting on arrear due to nonpayment for July.

Below are questions that I raised to the consultant which I did not receive a satisfactory answer.

Why is my account sitting on arrear for July, my understanding is that month-month contract you pay first the receive the service? Why do I have a pro-rata for June when June was already covered by the pre-paid, are not month-month agreements pre-paid? If there was no service rendered for July, why is my account in arrears and if service was rendered why was it rendered without pre-payment as initially agreed? Below are responses from consultant today which I find to contradict

The pre-payment was to cover July services July services were cut-off due to non-payment. July services were rendered from the fifth of July even though payment was not received I’m not sure if I’m stupid or slow to understand but my understanding of month-month agreement is that I pay for services prior the service being for the month that it’s going to be rendered for. Activation/ renewal for the following month is done once payment is received, so my understanding is that I am supposed to pre-pay R269 to Mtn monthly to receive LTE service for a month. So why do find myself having to write long emails to complaints, and why was I given banking details to pay for August services then once payment is made being told otherwise?

I was further told to pay told to pay R236 to cover my AUGUST payment and the store informed me that my wifi was reinstated. When I got home the service was not reinstated and was informed that there will be no service for August abd was misinformed and there's nothing I can do

I chose Mtn because they were affordable and a reliable brand, but I have had nothing but headaches and unsatisfactory service form you from beginning of contract, from false promises of free 3months Disney plus access to not being fully made aware of changes in my monthly payment. I am very disappointed with the service you provide and the underhand tactics you use to attract customer to sign without disclosing the full info that affects the customer’s monthly budget.