MTN baywest mall Port Elizabeth *****

BAD EXPERIENCE

18/07/2024 Went to MTN Baywest mall to open a Home internet pro Month to Month 20mbps deal. All went fast and within 15min we had internet. 23/08/2024 we went to upgrade our home internet to 35mbps deal. R643.87 was paid for the upgrade done by Kim-Kelly Du Plessis from MTN Baywest. The upgrade never got processed and after numerous calls and store visits we asked them to cancel the upgrade and refund the R643.87.

The refund money never got refunded even after many phone calls and store visits. Numerous excuses where used (I will phone you back in 10 min, never get return calls, case is handed over to the manager, manager is on leave) This kept on going till I eventually gave up on the refund.

20/12/2024 I went to cancel the 20mbps line home internet pro Month to Month (Which is advertises as "no commitments, cancel anythime") Miss Bonnique Bomendse helped us and filled CRD. Router was returned on same date.

11:20 on the 03/01/2025 I phoned to inquiry if the cancellation was done. The lady said they are going on lunch and will phone me back after lunch. 13:40 no one phoned yet and I phoned back the store. The cancellation is still not processed meaning the debit order will still go off for January 2025. I asked to speak to a manager, manager on leave again. Bonnie Phoned back at 14:15 asking me to bring in the router but the router was already handed back on 20/12/2024.

This is a month to month that is advertised as cancel anytime. With MTN failing on Refunds, sales people not being able to help in any way or returning calls, and manager always being on leave, how do we proceed? How do we cancel our Home internet pro (cancel anytime) ?

On 04/01/2025 MTN debit order went off again even though I handed in the modem for cancellation on 20/12/2024 On 06/01/2025 I got a sms stating that my MTN line will be closed only on 01/06/2025.

When phoning MTN Baywest they told me they can not refund my money to me and line is still not cancelled.

How do I proceed in opening a case against MTN baywest?