MTN DISGUSTING

NEW INSTRUCTION : Assistance to resolve MTN query

MRS C. A. LEWIS 80 CAMBRIDGE ROAD, PORTLANDS MITCHELL’S PLAIN 7785 ID. *** CEL. *** POLICY NR. 513838

RE: MTN ROAMING FEES QUERY

• I went to Egypt on 19/06 to 7/7/2019 • Roaming was activated by MTN • I was not given the option to deactivate • Flash messages appeared which I interpreted as ‘no roaming calls because I did not inform the MTN network that I am going to another country. • I had airtime of about 200.00 • I made calls as I always do because I have been traveling for a few years during the June school holidays and NEVER had roaming activated. • After about one and a half weeks in Egypt, I was informed that my airtime was depleted. • I used WI-FI • Coming back to SA, at Cape Town airport, I discovered that my phone was blocked • I went to Mitchell’s Plain, Wesgate Mall’s MTN and was informed that my services was suspended due to an amount of about R2000,00 that I must pay immediately. • I contacted the call centre and stated my query with regard to the roaming fees and stated that I was not given the option to deactivate roaming, the query was unresolved, however my sim was unblocked. • Only when my sim was unblocked (in Cape Town) did I receive messages with roaming costs and contact numbers. • After several phone calls to the MTN call centre to get some clear and reasonable answers and an itemised billing account (which I did not receive), I instructed my bank to withhold payment to MTN because the query was not resolved. The amount MTN requested was now about R4100,00. • However, I payed my monthly contract at the Mitchell’s Plain, Wesgate Mall shop. (receipt no PMT*** 19/09/2019 R550.00) • My sim was blocked again on 7 October 2019.

• WHEN I SIGNED MY CONTRACT I WAS ASKED IF I WANTED TOP UP SERVICES OR ANY OTHER SERVICES. I EMPHATICALLY SAID I WANTED NO EXTRA FEES OR SERVICES BECAUSE I WAS NOT PREPARED TO PAY MORE THAN MY NORMAL CONTRACT FEES AND THE SALES LADY CONFIRMED MY INSTRUCTION!

THIS ISSUE WITH MTN HAS CAUSED MY A LOT OF ANXIETY, AND I FEEL MTN HAS TREATED ME UNFAIRLY BY NOT FURNISHING ME WITH ANSWERS THAT MAKES SENSE TO ME.