MTN bad service costing me my job…

I have been a loyal customer of MTN for 20 years. So I am very disappointed in the service I am getting from them now. I am also employees in the financial services industry and my job depends on not being listed with the credit bureau.

Summer mobile had contacted me to take out a new contract with MTN on an apple iphone13. As my contract was coming to an end the she could do new contract for me and ensure I keep my number. She also confirmed that there would not be cancellation fees. I agreed and waited patiently for my new phone. A few months went by and I eventually got my new phone. The first month I was not debited, I assumed I would be debited at a later stage but that it would be a prorata amount.

The next month MTN debited me a 21000 cancelation fee. I was confused and flustered as I was not expecting this debit and did not make allowance for it. A lot of my debit orders did not go through because of this. I tried to phone MTN and was transferred so many times, having to explain the situation again and again. Not making any progress I eventually went to my closest MTN store. The lady at the store told me to reverse the debit order. She logged the complaint with them and then told me this has happened before, she said she would give me feedback.

That never happened. I eventually went to MTN store in east rand mall. At the time I was told by the assistant manager on duty Joel that I would need to hand in the phone to them. They would need to send it back to MTN. I headed back the phone. He told me once it was sorted out they would send my phone back. I told him look I still want my phone but I want it at the price we agreed on. I don’t want to cancel my contract. He said they would get back to me. Of course this didn’t happen.

The next month they debited my again the astronomical cancelation amount. I phoned MTN east rand mall again and this time spoke to the manager Darren. Hé give me another number to phone to sort it out. He said it was done online and I would need to sort it out that way.but it was the same story again I was transferred from one operator to the next told to phone another number being sent up and down all again.

I phoned Darren again and he told me to phone ICASA and see if they can help. I did and spoke to Shamina. She asked me to email her all the information she would investigate and get me back to me. This was 3 days ago and still I have had no feedback.

What does MTN want? Do they want me to be listed and losse my job. I honestly cant afford that, I am the main breadwinner in my family with 2 kids. Is this what you get for being a loyale customer of MTN for so long? And I have never missed a debit order on any of accounts with them ever.

In the last two months I have reversed two debit orders and no one has the decency to even get back to me. I am being charged a cancelation fee for a phone I dont even have anymore.

I will never recommend MTN ever!!!!