MTN in breach of contract!!

ICASA COMPLAINT LOGGED WITH THE FOLLOWING:

I was advised by Nancy Nhlapo from Consumer Affairs to make contact with ICASA at this email address.

Please kindly see details below of the complaint I lodged with the Consumer Protection Provincial Institution on 09/05/2018. PARTICULARS OF THE COMPLAINANT AND RESPONDENT WITH CONTACT INFORMATION My daughter and I were contacted on 3 April by Nadia from MTN for an upgrade to my contract on my daughters cellular number ********** 035. We agreed to the upgrade and the delivery of a new Samsung A7 cellular telephone 2017 edition as well as a Samsung tablet. The upgrade of the contract resulted in a monthly premium increase from R165.01 per month to R483.19 per month. The deal included free delivery of the 2 devices within 7 days of us agreeing to the upgrade to my daughters work address. MTN processed the upgrade and the first debit order for the increased amount went off my account at the end of April. No devices have been delivered to date. We have made many enquiries to MTN, lodged a number of hellopeter complaints and are not closer to a solution on this matter as apparently MTN cannot investigate anything even though all contractual information were made available. The Hellopeter complaints were added on 23/04; 02/05 and 07/05. Email escalations on 23/04 to Calvin Madondo and Delmonique on ********** and ********** respectively. Further phone calls have been made to these numbers ********** 400, ********** 496, ********** 123, ********** 171, ********** 761, ********** 667, ********** 008 from my daughters phone on a daily basis without any answer. My daughter was contacted by Tshebo on 2 May at 14:33 where he said he started investigating. He phoned back at 16:48 on 2 May while my daughter was travelling and after she said that she could not hear him, he put the phone down in her ear. My daughter has continued to try and get a hold of someone on the MTN numbers listed above every day. None of us have time to waste at our jobs to have to undergo this type of administrative and follow-up burden due to a company’s misconduct and lack of customer service. Lauren Seedat of Mondo have been in contact a number of times but I have received no contact by anyone from MTN whatsoever. Lauren has not been able to resolve this query subsequent to a number of complaints and phone calls.

Another debit order of R483.19 was subtracted from my account on 25/05/2018 showing that MTN and Mondo had done nothing to remedy this matter.

I am extremely disappointed in the lack of customer service I experienced from both MTN and MONDO and would like this matter taken further by you please.

RELIEF SOUGHT BY THE COMPLAINANT Please kindly intervene on our behalf by instructing MTN to cancel the contract with immediate effect, set the number to a pay as you go option, and by refunding the amounts subtracted from my bank account on 25 April 2018 and 25 May 2018.

Please kindly instruct MTN to not make any further deductions from my bank account.