MTN FAILED TO TIMELY CANCEL MY DATA CONTRACT AND CONTINUED TO BILL AND REFUSING AND REJECTION REQUEST FOR A CREDIT

I called MTN customer services on the 7th June 2023 to give a 30-days notice of cancellation of my data contract that was lapsing on the very same month. I cannot remember the name of a consultant that was assisting me, however the call was made at around 14h00 and it lasted about 24 minutes including the holding time. The monthly charges on this contract were around R350 per month. On this 6th July 2023 I received a bill which was just over R1400 and I settled it because I understood that I might have gave a cancellation notice later so I did not mind that because the fault was on my side. On the 8th August 2023 I received the similar bill and that is when I followed up with MTN and I had to explain that I did give a notice in June, so I am demanding a credit. The consultant that was assisting me logged a call for notice cancellation on the 8th August 2023, however they did not want to entertain the issue of the credit that I was requesting and since then I have been thrown from pillar to post. with nobody willing to assist me.

On the 16th August 2023, I received an e-mail from ***, this was sent by Ayesha Jeffer who informing me that my number *** have been cancelled of which I responded to that e-mail to inform her that this is not the number that was supposed to be cancelled and this is not the request I made. the number I requested cancellation for is ***. She still did not mention anything regarding the credit note that I requested. She responded on the 17th August 2023 apologising that the wring number was copied by mistake and the correction was made, still she ignored and did not address the issue of a credit note.

On the 24th August 2023, I sent another e-mail *** directed at Ayesha Jaffer following up if the request for a credit was being processed as we were approaching month-end and I was worried that I will receive the similar billing as I had to make a payment on the 27th August 2023 as I always make my payments on the 27th since this is the date that I get paid. It is only on the 29th August 2023 that I received a response from Mpho Phatshwane and not from Ayesha Jaffer as I would have expected. Mpho informed me that the number *** was migrated to MTN prepaid on 16 August 2023 and informed me that there was no credit due. I immediately responded to her seeking clarity as to how is it that there is no credit when I put a notice to cancel on the 7th June and MTN failed to cancel it on the system where 5th July was supposed to be the last day to bill and not 5th August? She only responded on the 1st September 2023 informing me that according to their records, the first initial cancellation order was opened on 08 August 2023 (order number ***) so I must be advised that the billing department will require an initial cancellation order or reference number to investigate and pass credit and she asked me to provide an order or reference number for the cancellation made in June 2023. I immediately responded to her to say I, unfortunately, do not have the cancellation order number because I was not furnished with by the consultant that was assisting me on the 7th of June 2023. I further mentioned that MTN always assures its customers when they call their customer service line that "all calls are recorded for quality purposes", I believe this is one of the quality measures the greeting was referring to in case where there are misunderstandings between the customer and MTN. It is therefore for this reason that I am requesting that the call record of the 7th June 2023 at around 14h00 which lasted about 24 minutes and few seconds be retrieved so that it can be ascertained as to which consultant did not carry my instruction which then lead us to be where we are today. I further gave clarity that the call was made from a number *** since I could not have called from a data since as this was practically impossible.

On the 6th September 2023, I received an e-mail from Ayesha Jaffer now and not Mpho informing me that the request has been logged with their billing team to investigate and advise if credit are due and gave a reference number of ***.

on the 11 September 2023, my line ***) was suspended since I did not pay R1400 that I was supposed to get a credit for and I then called at around 14h30 and I talked to the consultant by the name of Thuthukani who tried to assist me and transferred the call to some lady who did not even want to entertain me asking about a credit and the only questions she was asking as to why I was asking about a business line and I am supposed to talk to a someone who deals with business accounts of which I tried to explain to her that she is diverting the issue at hand with something that will not assisting me now as I need my line to be re-instated and that for the past 7 to 8 years I have been handling this account myself and have upgraded and entered into several contracts and this has never been an issue. Instead she kept me holding for about 7 minutes without asking me to hold and I ended up closing ending the call and she called back and was still renting about the same thing and the ended the call abruptly with nothing of substance.

To this end my line is suspended, no retrieval of the call recording of the 7th June 2023 and no credit note have been passed.

Cell number *** (ID: ***).