MTN Cancellation Process

On 14 SEp 2022 I did an upgrade in your store @ Irene Village Mall on cell no: ***. This is quite a process as one's whole account is checked to ensure (i) I'm elligbe for an upgrade and (ii) my account is up to date.

Once all of this was done to the satisfaction of the sales person, we proceeded and I chose an OPPO Reno 7Z 5G for number ***. My choice was based on the fact this phone could take a dual sim. The reason being that I was leaving for a 6mnth visit to New Zealand the following week on the 21st Sep 2022.

There was also a contract for a ****le with cell number *** which I requested to be cancelled as we have Wifi @ home and I would not be able to use it while overseas.

While in NZ I discovered that an amount of R2009 is being deducted for MTN. This was not right as the sales person worked out that with the package I took, my account should cost me about +-R800-00 p/m.

When I received my Jan 2023 I send an email query requesting why the amount of R2009-00 is being deducted. A copy of the response email is attached. This imp**** that my account was in arrears, which was not the case at all. I hoped that the matter would be resolved and the correct amount be deducted.

However after my return to SA I went to the MTN store in Centurion Mall for 2 reasons, (i) to correct my address and (ii) to enquire why this amount is being deducted by debit order.

Only then was it explained to me that I'm still paying for the ****le. I was advised to phone *** to request a cancellation of same ****le. I phoned this number on 31 March 2023 and spoke Nevish. The reference for the call is ***.

I requested that this number be cancelled and that I understood the month's notice requirement. Nevish then offered me a package change for the R99-00 My Choice 8GB daytime & 8GB night time. I agreed to this and he worked out for me that the total amount to be deducted at the end of Apr2023 will be +- R1000.00. PLEASE NOTE: A verbal contract was entered into during this call. I had to listen and agree to all the terms and conditions.

Unfortunately this was new contract was not implemented and end of April 2023 the amount deducted was again R2009.00.

When I tried today to follow up on this per telephone and dialled the number ***, I was kept waiting as the lady was looking for Nevish. After dropping the call and phoning me back, I waited and explained my problem, she asked me who offered me a refund in a not so friendly manner. From this I deduced that refunds is a no go zone. Upon trying to ask why was the R99 (now R106) contract not implemented I was told to hold on for a manager/supervisor but after waitin approximately 15 min I hung up.

As a long standing customer since 8 Aug 1996, I'm now requesting the following:

1. My ****le number *** be cancelled w.e.f. 30 Sep 2022 as according to my request in person on 14 Sep 2022. 2. That only the contract for the new phone OPPO Reno 7Z 5G be allocated to my account from 14 Sept 2022 2. All monies not relating to the upgrade contract as mentioned in no. 2 be refunded from Sept 2022 till date, . The incompetence of your employees who are mainly focussed on new business and not listening & complying with the customer's requests caused this travesty.