MTN BS SERVICE (2 to 72 MONTHS TO RESPOND)

I would just like to inquire if the turnaround time for the MTN Legal department to contact you is 2 - 72 hours or 2 - 72 months because it has been 3 months and despite several calls, i have still not been contacted nby them..

Let me start from the beginning, about 7 months ago, i app**** for an unbelievable data contract for 30GB of data at a whopping R199pm on a Black Friday promotion. I was on business at the time in Cape Town and processed the application at the VNA MTN branch. A sales consultant assisted me with the application and another sales consultant provided me with the data sim about a week later when the credit checks were successfully performed. On my return home, I placed the data sim in to my Ipad and proceeded to make sure it was working. It worked for a about a day or two and thereafter there was no connection.

During the time when I put through my application for the contract, i provided my banking details for the debit order to be deducted from my account monthly. As with all other payments, debit orders are the most convenient. Around about March, i had realised that i was not receiving the data and my data sim had no connection whatsoever. I checked my bank statements and noted that the debit order was not been processed. I called the MTN call centre on the 05/04/2018 to ask if the sim has been activated. I was referred to the Accounts Divisions who informed me for the first time that my account was blocked and I would need to liaise with Legal as a payment for legal fees is also required to unblock the account as to could not assist further. I was ensured that the issue was escalated to management and Legal Department would contact me within 2-72 hours. This was the first time i was told this lie. Many calls later, i kept being told the same thing. My account has been escalated to Legal and Legal will contact you, we are unable to assist further. It has been almost 3 months and i have still not been contacted. At that point I had also inquired as to how they contacted me to inform me that the payment did not go through. They informed me that a SMS was sent to the data sim line. I also asked, but didn’t you just say that you suspended that line. How would I receive the communication if the line was suspended? And also, is it not only a data contract. Surely my direct contact details was provided. Additionally, WOULD IT NOT SHOW THAT THE MESSAGE IS UNDELIVERED ON THE MTN SYSTEM?? For a company who deals in telecommunications, their communications platforms with clients appears to be HIGHLY INEFFECTIVE.

I inquired from the call center agent as to the reason my account is blocked and my sim has been suspended. They claim that no payment was processed. ITO the Credit Act, any default payments are required to be communicated, i asked had this been communicated, The consultant informed me that a SMS was sent to the sim. How can default payments be communicated to a data sim card, let alone, a suspended sim card? I have a direct contact number which was provided at the time the contract was taken out. I inquired again, how it is possible to send it to a suspended line. The very abrupt call center agent informed me that it was sent to the data sim card via sms and three days later the line was suspended. At the time i switched on the sim card again, the line wouldve already been suspended and no SMS would possibly go through. And i asked since when do we received SMSes on a data sim, she then informed me that airtime can be loaded on to the sim to make calls etc (first time i was notified of such). I demand to know if their is no notification to state that the SMS is undelivered?

I have even contacted the VNA MTN branch to request my contract and to assist to determine where the miscommunication was. They informed me that they do not have records from last year, my acccount is blocked and they are unable to assist me with my query. I informed them about my issue and they claim to have logged a call with Legal and have reported a civil case. However, i need to make payment to proceed with an investigation. I thereafter asked, if i make the payment, do i receive the data for the last few months. They said no, data only carried over for two months. Basically, i am at a loss from every angle. Oh and i was told the same story, 'legal will contact you in 2-72hrs' bla bla bla... It has been a week, still nothing!!

Legal has NOT contacted me to rectify the issue for over 2-3months, they are still going to end up making me pay for the legal fees and for the contract in arrears and not give me my data?? Utterly disgusting service/ I have emailed, fb messaged, called the call center and tweeted and NO COMMUNICATION was received. Every time i call the call center, a new agent tells me how they see my account is blocked, they have escalateed it to management, legal will contact you in 2 to 72HOURS and they cannot do anything. utter complete BS. And they still answer with 'how can we brighten your day?'

I have always taken out contracts with Vodacom and the service is amazing. This was my first encounter with MTN and i will never ever enter a contract again. The service is inefficient, ineffective and quite frankly PATHETIC. its been 7 months and i am still struggling to get the data that I signed a contract for.

This was the first default against my name and has impacted my credit score. I am trying to apply for a rental agreement and the MTN is very quick to show it as a default. At this point, i just feel like I want out of this contract so that i dont have to continue this relationship where your service provider wont even hear you out.