MTN billing me for cancelled contract

Greetings

I am Zamanduli Millicent Khwela ID *** 080 cell number umber ***. I am writing to you because I am confused by the way in which the above company is treating me as their customer. I cancelled a contract with them, one which I was automatically put on after the one I had agreed on.came to an end. I started and completed this in November 2021. I was put on the my zero choice The company came into my account again on the 15th November and debited my account without sending me the normal data on the 17th November 2021. I took the money back and after the back and forth between us they eventually cut off my line. I was told to pay R156 and no explanation was given as to what this money was for. I made numerous calls and emails to them and they said I would have to pay the last R145 which I eventually did because I neede to be connected. I was then reconnected but immediately after that I was told to pay R123 to stay connected. I was bombarded with SMSes and I assumed it was a mistake and I ignored these until I was cut off again on the 31st December 2021. I called their line using 2 phones as their consultants ran away on the.one phone because they had no explanation to give me. Their staff agrees that I am on the MTN My zero choice and they do not know why I have been disconnected. I was put through to head office who didn't assist and eventually the 5th person I spoke to informed me that they should have explained that I still needed to pay R123. I asked how any of what he was telling me was my fault and he just said his machine says I needed to pay. Nothing justifies this money but I eventually agreed to pay because I needed my line to be on on the day. Their calls are recorded and I asked that they go back and check on the recordings but their promise to do their investigation on the case has still not been finalized yet I am being forced to pay this money that I dont understand. I was sent from pillar to post, all 5 people from the same company telling me 5 different things.

It would have been better if this contract was requested by myself but it came in automatically after the one I had agreed to. My frustration is that I am.due to pay R123 and I know I will receive more messages demanding more money. What gives this company the right to treat me like this when I have more than proven that I am not in the wrong.

Please receive all SMSes and emails between myself and MTN. I think the calls which are recorded will also assist in.this regard.

Kind regards

Zamanduli Khwela

Good day Zamo, Thank you for your email. For security purposes kindly fill in the details below for us to assist with your query. MTN PIN: ID: Address: Bank Name/ or Type of account: E-mail address/ work telephone number: Kind Regards, Tsholofelo Majafa MTN SA Reference Number: ***

--Original Message-- From: *** Date: 11/07/2021 03:58 PM To: *** Subject: Cancellation of contract

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Greetings MTN. I'm Zamanduli Millicent Khwela ***. I have been calling your number to cancel my contract for 2 weeks now with no success. I am directed by your voice prompts but in the end I never get to speak to an agent to assist. I called about this contract a year ago and was told when the contract I had agreed to came to an end this one came into effect. I no longer need this and am requesting you to cancel it immediately. It is really frustrating not being able to get through.

Kind regards

Zamanduli Khwela

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I paid a R145 in store. I spoke to 5 people today. The last person explained that it is a movement fee. I have to pay R123. Told me that this should have been explained to me at the store. All these people from the different section are from the same company. I wont be surprised if I encounter the same problem again after paying this R123 because I was told the R145 was the final outstanding amount. I have texts from MTN.

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On Fri, 31 Dec 2021, 09:35 Customer Care, <***> wrote:

Good day Zamo, Thank you for emailing Customer Care. Kindly be advised that your debit order of R111.50 for the invoice dated 2021-11-17 returned unpaid, hence the services are suspended. Kind Regards, Musa Nzolo Customer Services MTN SA Reference Number: ***

--Original Message-- From: *** Date: 12/31/2021 09:07 AM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Today my line has been disconnected again. I'm on the my choice zero option but I'm being bul**** by your company again. I am livid. I'm currently on the line with your billing department and I have been holding for a good 30 minutes. I am appalled by your customer service. I have been in contact with you on the very issue since the beginning of November. Paying amounts that I do not understand. I am expected to pick up my child at the airport today and I do not have details of when she will land because you have cut me off.

On Tue, 21 Dec 2021, 12:32 Customer Care, <***> wrote:

Good day Zamo, Thank you for emailing Customer Care. Kindly be advised that you need to query this with the Retentions consultant when they contact you. Please note that the account is still being billed due to the fact that the contact is still active. Kind Regards, Musa Nzolo Customer Services MTN SA Reference Number: ***

--Original Message-- From: *** Date: 12/21/2021 10:58 AM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Y'ello! You won't be able to make calls until you pay R 123, in-store or via your bank. Use billing profile BA*** as a reference. You can find the banking details on your invoice

On Mon, 20 Dec 2021, 15:58 Customer Care, <***> wrote:

Good day Zamo, You're most welcome. Kind Regards, Musa Nzolo Customer Services MTN SA Reference Number: ***

--Original Message-- From: *** Date: 12/20/2021 03:43 PM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Thank you for your assistance.

On Mon, 20 Dec 2021, 15:41 Customer Care, <***> wrote:

Good day Zamo, I have redirected your query as advised, a consultant should be in tomorrow before close of business. Kind Regards, Musa Nzolo Customer Services MTN SA Reference Number: ***

--Original Message-- From: *** Date: 12/20/2021 03:20 PM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

***

On Mon, 20 Dec 2021, 15:01 Customer Care, <***> wrote:

Good day Zamo, Thank you for emailing Customer Care. Kindly provide your alternative contact number so that I can escalate to the Retentions management team for urgent assistance. Kind Regards, Musa Nzolo Customer Services MTN SA Reference Number: ***

--Original Message-- From: *** Date: 12/20/2021 10:50 AM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Y'ello! MTN hasn't received your payment. To stay connected, please pay R 123, in-store or via your bank, using billing profile BA*** as a reference. You can find the banking details on your invoice.

On Thu, 16 Dec 2021, 17:08 Customer Care, <***> wrote:

Good day Zamo, Thank you for your email. Please note that your query has been escalated to our Retentions department for assistance. You may also contact them on 135 or ***. They are available from 08:00am to 05:00pm weekdays. Kind Regards, Kholofelo Sethibela MTN SA Reference Number: ***

--Original Message-- From: *** Date: 15 Dec 2021 08:42 PM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Dear MTN

Again your company has deducted money from my account and I am again confused as I comp**** and made the last payment as per your advise. Please receive proof. I will reverse this.payment. Absa: CHEQ1766, Sch t, 15/12/21 SETTLEMENT/C - ACB DEBIT:EXTERNAL, MTN SP BA***00000, R-111.50, Help ***; KHWELZM018.

On Tue, 30 Nov 2021, 18:06 Customer Care, <***> wrote:

Good day Zamo, Thank you for your email. Please accept our apologies for the delayed response and any inconvenience incurred. Kindly be advised your query has been escalated to retentions and they will feedback you as soon as possible We trust that you find the above in order and we look forward to being of service to you in future Kind Regards, Simon Ncenya MTN SA Reference Number: *** --Original Message-- From: *** Date: 11/30/2021 04:29 PM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Call was placed.on the 7th of November 2021 at 16:00.

On Tue, 30 Nov 2021, 16:28 Customer Care, <***> wrote:

Good day Zamo,

I hereby acknowledge the receipt of your email

Our records indicate that this matter has been attended to.

Thank you. Kind Regards, Edith Itshegetseng MTN SA Reference Number: ***

--Original Message-- From: *** Date: 11/30/2021 12:22 PM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

This is my new customer query ***

On Tue, 30 Nov 2021, 12:15 Customer Care, <***> wrote:

Good day Zamo, Thank you for your request. We apologise for the inconvenience and delays caused. Kindly note that the account has not been cancelled, please email the retentions department on *** as they handle all the cancellation requests. Kind Regards, Boipelo Phiri MTN SA Reference Number: ***

--Original Message-- From: *** Date: 11/29/2021 09:46 PM To: *** Subject: Re: Cancellation of contract [#***]

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Greetings

I've been a customer for MTN and have remained loyal to your company for more than 20 years but I must Express my disappointment in the treatment I'm getting. I am getting messages almost everyday telling me that MTN has not received payment of R156.5. What exactly is it that I'm paying for? I cancelled my contract and was told you would not debit.my account. To my surprise your company took my money and I reversed it because it was wrong of you to debit my account whereas the service is cancelled. I did not get any data on the 17th of the month as I usually do.

On the 19th November 2021 I received a message saying I wont be able to make calls until I pay R156.5. Why am I being bul**** into paying something I dont even understand?

Today I cant make calls nor do i have internet connection. Your customer care line needs a huge amount of patience. Please sort this out immediately because this contract which I have had to cancel was not even negotiated with me. I had a contract with you which came to an end and then I was told I was automatically put on this contract if I remember correctly. Your calls are recorded they can confirm what jm saying. Currently I'm being bul**** by your company for this very contract I did not agree to.

Kind regards

Zamanduli Millicent Khwela

***

On Sat, 20 Nov 2021, 09:46 Customer Care, <***> wrote:

Good day Zamo, Thank you for your email. For security purposes kindly fill in the details below for us to assist with your query. MTN PIN: ID: Address: Bank Name/ or Type of account: E-mail address/ work telephone number: Kind Regards, Tsholofelo Majafa MTN SA Reference Number: ***

--Original Message-- From: *** Date: 11/07/2021 03:58 PM To: *** Subject: Cancellation of contract

CAUTION: This email originated from outside of the MTN organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

Greetings MTN. I'm Zamanduli Millicent Khwela ***. I have been calling your number to cancel my contract for 2 weeks now with no success. I am directed by your voice prompts but in the end I never get to speak to an agent to assist. I called about this contract a year ago and was told when the contract I had agreed to came to an end this one came into effect. I no longer need this and am requesting you to cancel it immediately. It is really frustrating not being able to get through.

Kind regards

Zamanduli Khwela

paid a R145 in store. I spoke to 5 people today. The last person explained that it is a movement fee. I have to pay R123. Told me that this should have been explained to me at the store. All these people from the different section are from the same company. I wont be surprised if I encounter the same problem again after paying this R123 because I was told the R145 was the final outstanding amount. I have texts from MTN.