MTN Customer Service Sucks

Hello

I have been struggling for quite some time with MTN cutsomer service, both while still having contract and after it.

End of 2019 December I opened a contract for R200 pm 10G Day time and 10G nite time (it was a special at the time). Not long after I had the contract I had a sudden notification that the price would increase, resulting my contract being R250 pm and it being only 6 months after I signed my contract with them.

Later on I no longer had signal at home and if there was it was one WhatsApp maybe every 2 hours I received, absolutely terrible signal. I logged numerious complaints... only after 3 months they finally decided they had enough of my every day calls about the complaint. Installed a receiver and a router for me for free.

Not long after this my contract was due to expire soon. The app just showing me I can upgrade and not when at all.

In December of 2020 I noticed my debit order was suddelnly R247 and I didn't think much of it. I went to an MTN shop to query my contract expiration date and they informed me it had already expired in November 2020. They gave me my reference number and told me to phone 135.

This is where the customer service after contract expiry gets worse and worse.

After calling 135 a bunch of times, being on hold for hours in conclusion the call ended while I was on hold for more than a hour. I tried again the next day being frustrated and the robotic voice told me 135 was no longer a MTN number but now a Cell C number and the call ended.

Serching website after website for an alternative number, I finally decided to send an email to customer service (***) and they adviced me to send my complaint to ***.

After doing so all I got was a reference number and I haven't heard a word again. It has been 3 months since the incident and the debit order keeps deduction itself from my bank all when I've been trying to cancel the forsaken thing.

I have even asked my bank if they could stop it, but informed me they cannot because the reference number keeps changing. Resulting in a new debit cancellatoin each month. Since then I have been reversing the debit order monthly manually. Hoping that THEY WOULD CALL ME.

Inserted real emails between me and customer care: 12/01/2021 Message: Your number 135 is no longer working, it is Cell C. The entire last week you were offline when I phoned to cancel my contract. Please contact me asap.

12/01/2021 Good day Clarissa, Thank you for your email. We apologize for the delayed response. Kindly be advised that your query has been escalated to retentions department for further assistance and they will revert to you as soon as they done with your request We look forward to being of service to you.

25/01/2021 Good Morning I haven’t heard any response as of yet. I reversed the debit order, because I no longer want MTN services, please help me asap.The longer the response takes the more your company is proving to me that customer service is of no importance. This is a problem I’ve had with MTN since I got my contract and it is very unpleasant. Thank you 01/02/2021 Good day Clarissa, Thank you for your request. We apologise for the inconvenience and delays caused. Kindly email the retentions department on *** for further assistance. Kind Regards, Boipelo Phiri MTN SA Reference Number: ***

Me to Retentions: 01/02/2021 Good Afternoon I wish to end my contract. No one is helping me as quickly as I had hoped, or at all. Find attached previous emails. Kind Regards

In short, they have absolutely the worst customer service.