MTN has no respect and care for their customers!!!!!!!!!

I would like to escalate this matter to you and requesting for your urgent intervention.

In October I contacted your customer service to enquire about early termination of one of the data sim and taking out a new contract on higher package as the one I had was not enough for my needs. They then referred me to the store as they could not help telephonic ally.

On the 24th of October I went to MTN Clearwater store, I was assisted by Lungelo who confirmed the amounts that needed to be paid for early termination of 3 of my contracts, I then paid immediately, the line were closed we then opened 3 new contracts on higher packages.

On the 2nd week of November I contacted the customer service to confirm the new installment going forward, the consultant I spoke to could assist saying that my billing statement will only be finalized by the 12th. I called in again after the 12th I was told that I have a credit of R600. I called again on the 24th of November and I received a shock of my life! I was told that I will be debited close to R2 700. When I asked the lady why is it so high she told me that the new contracts attracted additional fees. She informed me that I need to pay a migration fee for each line, service level fee and pro-rata fee. I explained to her that I was not advised of such I am therefore not prepared to pay for things that I was not aware of. She told me that there's nothing she can do on her side I will need to address the matter with people who opened those new contracts. On the same day I contacted the store spoke to Lungelo she said she doesn't see the amount owing of R2700 she only sees R0 balance. I contacted the customer service again they then referred me to the retentions department, they lady at the retentions called the store to show them how to check for that information on system and promised me that Lungelo will revert back to me with feedback.

I waited the whole day and didn't receive any feedback. On the 25th of November I went to the store because it was close to impossible to get the matter resolved telephonically. I had a discussion with Lungelo she then escalated the matter to her manager Xolani Kubeka, the manager came and I explained everything to him they also had copies of receipts to proof that I did pay for early terminations. I addressed my main concern of the lines being suspended. He assured me that he will stop the lines from being suspended until the investigations are complete and he will provide me with feedback on Tuesday 27 November. Tuesday came there was no feedback, I called him to check if he has any feedback for me, he told me that he has opened an enquiry with the billing department and he still waiting for feedback. I asked him to make sure that my lines are not suspended, he still assured me that my lines won't be suspended. On the 5th of December I received this message from him "Yello Customer!! SR # : *** hi

its xolani kubeka am trying to call but no luck just to give you feedback with regards to the billing query am just waiting for the response of the credit journal.

thanks Thank you for using MTN" when I tried to call back the phone either rings with no answer or they answer and put it on the side I will hold until I run out of airtime. Yesterday all my lines were suspended and this was the reason why I wanted to resolve this matter even before the debit order date.

I tried to contact both Lungelo and Xolani but their phones were not answered I contacted customer service spoke to Nonkululeko Dlamini under ref # ***, relayed the story to her she then promised to lift the suspension and escalate the matter to the billing department again on her side. The lines still remained suspended, I called later again, same story to another consultant, she promised to send the request to the seniors and promised the lines to be open within 5 hours. I'm writing to you guys now because the lines are still suspended Iam working from home, also running a business that both depends on these lines. I have spent an exorbitant amount of money and time in trying to get this matter resolved. Why should I be the one suffering when the mistake was from your side! I did everything I was told to do but I'm the one who ends up being negatively affected. Please attend to this matter urgently.