MTN DIRECT BAD SERVICE !!!!

At the end of August 2020 I got a call from MTN Direct the lady offered me a Data contract it sounded like a good deal I gave her all my detail and I was approved.

She gave me all the details and informed me that the sim will be delivered to me within three days which I gladly received the sim on the 31 August 2020. I informed her that I will pay the amount with cash or with an EFT payment I did not want the debt order option.

I was also informed that should I wish to cancel I need to send an email within 7 days after I received the sim for them to be able to cancel.

The offer was 20GB and she added R55.00 Airtime

But I then received two sim cards which I was under the impression would only be one sim card. I phoned the help desk and was informed they were offline.

I then decided to visit the branch at Rustenburg Square there I was informed I need to visit the branch at Waterfall Mall.

At Waterfall Mall I spoke to a very friendly gentlemen I informed him that I was under the impression that I would receive only one sim, I don't have a dual sim phone so the two sims wont work for me.

He advised me that the sims was already activated and could not be cancelled I need to phone 135 to cancel the contracts. However he can give me another data contact with the same offer and I also ask him if he can port my number and added to this new contract which he gladly assisted me with was very happy with his service and even send an email to his manager Patrick regarding the good service I received from him.

Now I only need to cancel the two contracts how difficult could that be boy was I in for a surprise.

I phoned 135 but received no joy as the phone kept on being cut off while I was waiting for the contact details to the correct department.

I decided on the 06 Sept 2020 to send an email to the customer care email received an Enquiry reference number *** and was promised that they will respond within 8 business hours but there could be a delay. I never received an responds as promised.

On the 17 Sept I called the call centre again and spoke to Siya she informed me that she could not cancel these two contracts and that she need to send an email to the sales team which she did and she gave me a new reference number *** and I was advised that they would phone me within 24 hours to assist me with cancelling these two contracts this never happened.

Then once again I phoned on the 28 September 2020 to follow up if these contracts was cancelled was informed sorry the email was send cant do anything you need to keep on phoning and following up yourself.

Then I send another email to customer care on the 07 October 2020 then I received an email about waiting for my approval on my account ???????

In my first email to customer care on the 06 September 2020 I told them that I did send an email within the 7 day period to cancel the contracts and that I would not pay for these two contract as I advised them of the cancellation.

I did not use the two sim cards that I received. However I was still billed for the two contract

I made a EFT payment of R200.00 then I downloaded the app and picked up I still had to pay R55.00 which I did on the 07 Oct 2020 for the contract that I used on my imported number.

MTN also did a debit order of R555.08 also on the 07 October and I directly instructed NO DEBIT ORDERS so they just decided to deduct my account.

This is unacceptable !!!!

I send an email for the contracts to be cancelled in the time frame given, made several phone calls send another email then they still decided to deduct the money.

Selling the product great services after sales services HORRIBLE !!!

What kind of services provider is this how difficult can it be to cancel two contracts and nobody phones you back.

I also don't have the time to keep on following up.

I was also in the service industry and I know sometimes things goes wrong but if you get an email or a phone call you take the responsibility to assist the customer.

With MTN Direct it seems we got you to sign up with us thank you but now you will get no service and we will take your money even after you said no debt order.

I want these contracts cancelled and the R555.08 refunded to me if not I will have to take the matter up further to the CEO or even the newspaper.

I have a lot of clients I will now not refer them to MTN rather another service provider that take care of their customers

Regards

Marijke Muller marijkem82 @gmail.com ***