MTN dissapoints, this might be the last straw

I have been a loyal MTN customer for more than a decade, first through Autopage and then direct. I cannot fault MTN's service in general, whether I have dealt with a store or direct.

However, there is always a first. I write this complaint against MTN on behalf of my mother in law. MTN telesales phone periodically to try and sell their customers more services or an upgrade or a new contract.

With all due repect to my mother in law, a senior lady, she received one of these phone calls a year ago. She understood the phone call from MTN concerning an upgrade on her existing contract, unbeknown to her she was sold a new contract with a new device for two years. Why on earth would a senior lady need two mobile phones and two contracts?

When the device was delivered, I picked up that this was a new contract and phone and accompanied her to the nearest MTN store and returned the device, unopened, the day after receiving it, requesting the contract to be cancelled.

The consultant was very helpful and gave her a reference number and conceded to tell us that this situation happens quite often. Bad on you MTN!

Well, it is almost a year that we have been fighting with MTN to cancel the contract, for a returned mobile phone and a SIM that has not been used while still being charged every month.

The only person that has tried to help her is the consultant at the store, I have emailed various departments at MTN numerous times with no response at all, not even the manager to whom the query was escalated has responded.

I warned MTN that the last email to them a month ago was the last attempt before taking this matter to the press, still no response.

I am not sure if the other mobile operators do the same, but it is a shame if they do.

I sincerely hope that MTN responds to this complaint via this platform (HelloPeter, if not, we will have to escalate this matter to the press as I am sure that my mother in law is not their only victim.