MTN - ***** & CONTRACT BREACH

I have been a MTN customer since 2005 – that is 17 years. I do believe that makes me a loyal customer don’t you think.

On 2022/03/27 I entered into a MTN made for Home MTM 220GB TopUp Contract for R399 per month.

The contract runs on a month-to-month basis. According to MTN I have to pay before the 27th of each month to receive my 220GB on the 1st of the next month.

I bought the ZTE router cash on the 2022/03/27 for R1,799.00.

Every month since I entered into this contract, I have been having issues. However, August 2022 has been the worst since I started this contract.

On 2022/08/01 my router stopped worked as there was no data on the sim card. However, I paid the amount of R408.50 for August 2022 on 2022/07/25 but to date have not been credited with the 220GB. On 2022/08/02 I received a sms which stated that: “has reached 100% anytime data usage. To buy another Data bundle dial *136*2*999# via MyMTNApp”

Now before someone jumps up and say I used up my data or I did not pay my accounts kindly note the following:

DATA USAGE According to MTN’s app I used 30.96GB of data from 25 July to 7 August 2022. So that is definitely not the problem.

PAYMENTS The contract started April 2022 so that entails now 5 months (till August 2022), so I should have made 5 payments in the amount of R399 (which they increased a month after I entered into this contract to R408.50). I have made 6 payments of R408.50 in total and a payment on 2022/03/27 of R1,799 for the router.

But still I received numerous sms that I have not paid my account on the following dates: 1. 2022/05/23 2. 2022/05/24 3. 2022/06/22 4. 2022/06/23 5. 2022/07/22 6. 2022/07/25

The following is proof that I DID PAY MY ACCOUNT!!!!!:

1. Invoice Number ***1 (April 2022 - R2 209,65) = Payment Reference ***3 (2022/03/27) & 2022/04/07 (I never received a statement for this payment, but I paid it via internet banking so there is proof) 2. Invoice Number ***8 (May 2022 - R408,50) = Payment Reference ***8 (2022/04/18) 3. Invoice Number ***1 (June 2022 - R408,50) = Payment Reference ***2 (2022/04/29) 4. Invoice Number ***8 (July 2022 - R408,50) = Payment Reference ***2 (2022/06/30) 5. Invoice Number ***6 (August 2022 - R408,50) = Payment Reference ***7 (2022/07/27) 6. And on 2022/08/03 I again made a payment and I have not received the payment reference (but I can provide proof of this payment) So I already paid for September 2022.

It would seem that whoever is doing MTN’s accounting is seriously making a massive mess of it. Even my other contract is presently in a credit of R1,594.65 which is also seriously wrong. This account should have a balance of R0.00. But that is another fight. I am so glad I do not have to audit MTN’s books, but maybe that is not a bad idea because MTN are seriously losing money if I have such a massive credit when the balance should be zero. Imagine how many other contracts are showing credits that should be zeros?

On 2022/08/04 I visited your mtn store in Queenswood Corner, Pretoria, who informed me that the person who loaded my R399 contract loaded in the amount of R1799 (funny enough the same amount the router cost). They informed me that I need to rectify this issue at the branch I opened the contract.

Hence, I went to the Mtn Menlyn branch, where Emile tried his utmost best to rectify this issue but he had to refer it to Head Office for assistance. Thank you Emile!!!

On 2022/08/04 I received an email from Chantelle Wangra, saying the following: “Thank you for your email. Please note that your provisioning date is on the 27th of every month. We look forward to being of service to you.” I rep**** to her and told her that she is looking at the wrong contract, the one for the 27th is my cellphone contract and not the router. I am still waiting for a response Chantelle?

This is a top up contract, which mean when you run out of data you can buy data and still use the router, or that is what I was told and that is also what the sms imp**** on 2022/08/02. On 2022/08/7 I bought a 1GB data bundle for R85. Thank goodness I made a small purchase, because I still do not have internet.

Today, 8th of August 2022, I phoned MTN Customer Care. The person informed me that the problem lies on their system that I have to remove the sim and wait 5 minutes then the problem will be resolved.

Till now it is still not connecting to the internet. I again called MTN Customer Care who informed me that there is nothing wrong on their system and that they cannot assist me. The worst part is that the 1GB I loaded (remember on a top up contract) was a waste as I can only use the 220GB data they provide me according to the lady at MTN Customer Care. I CAN NOT TOP UP AS THEY PROMISED. Talk about false adverti*****t and *****ing of my money.

I have tried every avenue available to me to resolve this issue with MTN. I called the customer care service, I emailed the customer care service, I visited 2 mtn branches and I escalated it to MTN complaints division.

I can provide you with the following reference numbers: 1. *** 2. *** 3. *** 4. *** 5. *** 6. fde96607-fcbe-41e6-be9c-6ccb07d8d220 7. 8eabe21e-ee64-4e53-9f20-18f481439cbd 8. *** 9. REQ*** Please indicate to me what I should do next?

Do I go to an attorney and sue MTN due to contract breach or do I turn to the South African Police Service and open a ***** case?

I remind you that ***** is defined as the ******** and intentional making of a misrepresentation, with ********** intent, which causes actual prejudice, or which is potentially prejudicial to another.

I do believe that signing a contract with specific conditions and taking my money and then not complying with the contract not only constitutes contract breach but also *****.

So as a last resort, before turning to an attorney and the SAPS, I am making this plea on Hellopeter.com to see if someone at MTN is capable of resolving this issue.