MTN CUSTOMER CARE IS AN OXY*****

In October 2019 I called one of your (MTN) so called Service Champions to cancel my Insurance as I had opted for an alternative. I was told, no problem and took the word of this MTN SERVICE CHAMPION with the assurance that my Insurance would be cancelled. Shock and Horror, the Insurance was debited, along with my normal subscription.

I once again called MTN and spoke to SERVICE CHAMPION, who in this instance informed me that they do not deal with Insurance and that I should call the Insurance Company directly. He very kindly gave me the number and assured me that the Previous SERVICE CHAMPION??????? Should not have agreed to cancel my Insurance.

I called the Insurance Company, which I am now told is separate from MTN. Please note that when I signed the MTN contract, I was offered Insurance by the MTN consultant and I accepted based on the fact that it was Insurance from MTN. The Insurance premium appears on my MTN Invoice. Silly me, Thinking it was one and the same Company. Needless to say this particular consultant at the Insurance Company assured me that my Insurance would be cancelled. Imagine my surprise, when I was billed for Insurance for the THIRD month running. I returned my debit order in pure frustration. I have NEVER missed one single payment to MTN EVER. So, my outgoing calls get suspended.

I called once more and spoke to another SO CALLED SERVICE CHAMPION at MTN. I explained my situation and frustration and I was told once again that she has nothing to do with the Insurance and I need to speak to them directly to cancel. Policy and procedure I am told. I confirmed with this individual that I had in fact called the Insurance Company????? And had cancelled. To no avail

I then suggested to the SERVICE CHAMPION!!!!!! that I would pay my MTN subscription LESS the Insurance Premium and guess what? She told me no, I could not do that. So in order for me to have my service reinstated, I have to pay for insurance that I do not want, Insurance that supposedly has no connection to MTN and staff who are incapable or unwilling to follow my instructions to cancel. Yet MTN do the collections for this very same Insurance Company they have nothing to do with and will not reinstate my outgoing calls even if I pay the amount due to them excluding the Insurance. To make matters worse when I asked to speak to a supervisor, I was cut off. (Extract from an email I sent on the MTN customer care 5 days ago. Still no response)

I subsequently called the Insurance Company back, and asked them to confirm that my Insurance had been cancelled. After two more phone calls, I received an email confirmation. I called MTN back and told them I have confirmation of cancellation and I was told that as far as they, MTN CUSTOMER CARE, were concerned my INSURANCE WAS NOT CANCELLED DUE TO THE FACT THAT IT STILL APPEARS ON MY INVOICE. My frustration levels are at boiling point. This has turned into a nightmare. I now have to pay the full amount on my Invoice, Including the Insurance to get my service reactivated and to make matters worse, my February Invoice includes the premium for my cancelled Insurance. I have made at least 12 calls in the last three months to MTN and its Insurance Partner, I have spoken to the so called Service Champions at MTN Customer care on numerous occasions and have got NOWHERE. Is there anybody out there who can please let me know HOW I CAN STOP MTN BILLING ME FOR THE INSURANCE. MTN CUSTOMER CARE IS AN OXY*****.