MTN **********ly debits customer R999 per month for monthly prepaid contract of under R90

Around June 2018 I downgraded my MTN contract from R59 per month to R40 pm. From about August 2018, I repeatedly received calls offering me upgrades on my contract, even though had recently taken up a 2 year contract. I repeatedly declined the offers and advised that I had already taken up a contract. Around November 2018 I received another of those calls and decided to take them up on an offer, and to my knowledge the contract I accepted was not more than R70 or R80 per month, which included a cheap device. I have to date never received any related device from MTN, but in December MTN debited my bank account for an amount of R998,99!! When I picked up this debit, I contacted MTN (Ref # ********** 81). I was advised that the problem will be rectified and that I will be refunded. In January 2019 I received my bill and was charged an additional R999! I was also not refunded as initially advised. I contacted MTN again in January 2019 (Ref# ********** 59 - Representative: Iyanda) and my query was not resolved, nor was I provided adequate feedback. I also emailed ********** to which they rep**** by asking me to provide them with an affidavit that I did not take up a contract with them! Well, I did take up a contract with them but not the contract they were billing me for! On 02 Mar 2019, I called MTN customer care again (Ref # ********** 15 - Representative: Professor) and I requested proof that I have taken up a contract for R999 and that MTN has delivered me a device on the contract. I was advised that the only proof I could be given is a statement of my account! Eventually I was advised to contact CCI SA on email ********** and phone ********** 241 as they were the correct department that can assist me. I will contact them but I am extremely unhappy about the situation and will take this up through every avenue I can … Hello Peter, the Ombudsman, direct emails to every senior or executive I can, Facebook, twitter and other forms of media. In Principal, MTN should be able to track the transaction through all their sophisticated call recording and digital footprint facilities! Why are they causing me unnecessary stress and trauma! How many other people they must be doing this to! The resolution I seek is for MTN to provide me with a written apology and since I consider them in breach of contract, I would like a full refund since December 2018 and for the existing contract to be cancelled with no further obligations from me towards MTN. I would prefer moving to another, hopefully more competent service provider. The saddest part is that I have been a loyal MTN customer for probably two decades! Perhaps I could offer MTN some process improvement advice … 1. When offering a customer a telephonic contract, it should be reduced to writing and perhaps emailed to the client (or at least offer to email a copy to the client) giving the client to review it and allowing a the client the option to cancel with 2 weeks of receiving the contract. 2. If a client has been extended a 2 year contract, your internal controls (if any at all) should ensure that you do not try an sell the client another contract! 3. You should offer an escalation process to your customers to allow them to state their case to someone senior in the organisation who can objectively and rationally assess the situation and make a logical and informed decision. A client should not have to log tickets and get inadequate (or useless) results and feedback! I mean really, if I were a manager my assessment would be simple … a. We cannot proof to the client that a contract was actually taken for the value charged. b. We cannot prove to the client that we delivered a device associated with the contract c. We signed up a contract for 2 years in Jun 2018, yet we still offered the client a new contract several times … do we not have effective controls in place to avoid this? d. We debited the client nearly 25 times the purported original contract value, causing undue stress on a human being e. Did we handled the situation adequately and did we provide adequate customer service? NO f. If I were in this situation, what would my expectations be? g. If the client were a family or friend of an executive and they escalated to top management, would they have been subjected to the same *********** and unprofessional mechanisms of the organisation? 4. If you are unable to prove to a client that a contract was legally concluded in accordance with what has been charged, you should take responsibility for your negligence. You should immediately release the client of all obligations and commit to a full refund for any undue stress and trauma that you as a corporate may have caused. 5. Unless it is your modus operandi to ******* clients, subject them to a Customer-Don't-Care support process, hiding behind negligence and incompetence, and as in my case applying corporate bullying tactics by asking me for an affidavit, you should actually listen to the client, identify your own faults and offer the client some form of compensation. Maybe then you would earn the clients trust and retain the client!

A very upset cusomtomer