PC
Patricia C

1 reviews | Active since Dec 2015

09 Dec 2015, 12:15

MTN Contract cancellation - Migration to prepaid

I am very upset with the information I got last night . We are due for an upgrade. We decided to cancel the contract because of the bad/no signal coverage in our area. (Bayview, Strandfontein) We have gone to the branch in CW to find out about the coverage issue & they couldn't give us any assurance that it will improve. We then went to Vodacom, Telkom & Cell C & found that Vodacom has the strongest signal hence our change.<br> We called 808 to cancel the contracts but keep our numbers to port to Vodacom. We spoke to Wilson, our ***. He informed us that it will take -+2-7 working days for the migration to prepaid. What upsets me is the fact that we will lose all our airtime, data & smses.I think that this is UNFAIR as we were billed for the airtime & it shouldn't be taken away because we PAID for it. The other thing I was told is that any data or airtime that I have bought on prepaid will also fall away. I just bought my husband R60 airtime last night because he is currently in hospital & needs to contact me & me him. I was told that this too will fall away. It seems that MTN is penalising us for cancelling our contracts by taking away our airtime that we PAID for.

0
Replies (1)
MTN South Africa
MTN South Africa's reply10 Dec 2015, 14:23
Official
Hello Patricia Carelse,

Thank you for bringing this matter to our attention.

Please accept our sincere apologies for any inconvenience caused. Kindly be advised that you have an option to use up the airtime first before you proceed with cancelling the contract. The 7 working days can also be used to finish up all un-used airtime.

The reason you forfeit your airtime is because of difference in the billing method between Contract and Prepaid and not because we are trying to penalise you or punish you in any way.

Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you.

Kind Regards
Itumeleng
REQ:***