MTN - CANCELLATION - RUN-AROUND

Not very good afternoon, I unfortunately had to select at least 1 star in order to write this review. After observing that MTN prefers not to respond on HelloPeter I am not sure if my recount will have any effect other than to make people think twice before going "Bozza" etc.

Synopsis of my time consuming and totally fruitless interaction, both telephonically and at "service centre", has been a total waste of time.

Anyway have two contracts with MTN, my mobile contract and a LTE home contract for my WIFI. The latter mentioned expired in December and my mobile contract on Sunday 16/01/2022. I decided to retain my wifi service until installation of my fibre connection ( other service provider, no contract, prepaid only). So not using the LTE connection since last week, out of contract being charged ridiculous fees.

Now on Wednesday, 12/01/2022, I (after waiting forever for a human voice to break the unbearably monotonous holding tune, I eventually got through to a customer service provider. My intention being to migrate both my accounts to Prepaid but was informed that I can only do this after the contract has expired. (That was without taking into account that my WIFI contract has already expired.

According to all consulted the process of cancelling an expired (???) contract is supposed to be a 10 minute process but can only be performed after expiry of the contract. (In this instance 16/01/2022 for my mobile device and anytime after mid December 2021 when my WIFI contract expired.)

So early Monday morning I rocked up at MTN Empangeni customer care centre, but early was too late. Even website data is wrong. They do not open at 08:00 but at 09:00. None of the people in the que looked very happy so I took it that none were there because of happy service or experience and I left to make contact by e-mail rather than spend half a day standing in a passage.

Now, as previously indicated, all I want to do is migrate my numbers from (expired) contracts to prepaid. The conditions received from MTN verbatim hereunder,

"Prepaid Migration: Contract is cancelled but your keep the cell number, the number is migrated \ moved to prepaid pay as you go where you are be able to use the sim card and load you own airtime and services (Request must be done after expiry date of the contract, No Notice Required) Available Airtime, SMS & Data balance remaining will be terminated \forfeited upon cancellation. The debit order will stop once your request has been actioned and your account has been terminated or migrated to prepaid. If you do not cancel your contract, then it runs on a month to month basis meaning that you will be billed for the package even though it has reached its termination date."

Sooooo today Tuesday 18/01/2022 I made sure that I was first in line waiting in anxious anticipation to resolve the problem. After all, according the migration may only be effected after expiration of the contract. Check for both my accounts. Then the other Biggie "No notice required". Cool, the contracts will be cancelled and by the time I reach home I will be able to load prepaid voice/date etc and not be restricted to the current offers by MTN where I pay for services unwanted and not used by me.

Well, wrong again. I only have 30% hearing and masks and partitioning does not improve the situation but as I was sent merrily on my way the MTN consultant said that Customer care would contact me after 30 days. Why, migration to Prepaid "No Notice Required" This burning in my brain I decided to shorten my life span further by once again dialing 135 in the hope of clarifying the situation. Has MTN now really decided to bill me at whatever rate they decided for whatever duration they decide.

Well, have to wind up. After leaving Empangeni MTN no customer service I received a sms at 09:26 today indicating that my contract will be canceled today 18/01/2022 and that a MTN consultant will be in touch with me to confirm it, yeah right, or I can call that dreaded 135 number with the horrible music. (Forgot about the "Have a great day" after their messages which according to my experience translates into flipping me the bird.

Anyway at 10:41 I got through an answer on 135 after 17 minutes and selected option 3, cancellations. After short conversation the consultant decided to divert me back to Sales where the nice lady asked me? why cancellations bounced me on her and again transferred me to cancellations where a deadlock between the consultant (which also wanted to turn salesman, I resorted to having to ask whether he is in sales or cancellations, despite the fact that I have no desire to enter into contract) and only insist on my right to migrate to prepaid as per MTN Customer Care e-mail statement. I eventually cut the call as this was going nowhere. So my problem persists. This review will be included in my mail to MTN.

I decided not to include screenshots of SMS's, account details and call recordings to protect my privacy. (I keep my own recordings - both sides) MTN can check their records and keep in mind that it has to match mine)

Anyway.

Not happy or impressed at all. Adriaan