MTN *********** CUSTOMER CARE SERVICE

THIS IS THE COMPLAINT IN EMAIL FORM I SEND TO MTN: I am extremely unhappy with customer care. I was at Preller Plein MTN Branch in Bloemfontein and l asked the lady there, where must l put in a complaint against customer service. She tried helping me, but had to quit, because it was 16:42 and she said you close at 17:00.

Here is my complaint:

17 Jan - phoned customer care to cancel this data contract. Waited 23 min and then was disconnected. Then l phoned again and waited again. I then send an email (attached).

The next day l tried phoning again and was answered. The lady informed me that the contract only ends on 25 Jan and that I must end it on that day, not a day earlier and not a day later!!!!

So on the 25th of January l phoned again and was disconnected again. Unfortunately for MTN and maybe myself, l have a life with responsibilities and cannot hold on the phone until l am helped. So again l send an email. (Attached)

MTN then let me know, even with a reference number and "warm" regards that they apologize for the delayed response and will respond as soon as possible. (Reference number: ***3-2b41- 44b0-8179-a8f48f83342d).

I then phoned customer care yet again. I explained that l want to cancel the contract, because it expired. The lady then asked whether l don't want data or anything else. I vehemently told her that l don't even want the number anymore and said that we have wifi at home. So l don't need data anymore. I again said l just want to cancel the contract in total. She told me to hold on, which took a whole fricken while and then she said the contract is now cancelled.

On 1 February l phoned again and send an email again, because l did not get any confirmation that the contract was cancelled.

On 2 February Kamkgelo Mlotshwa asked for my Bank name, contact numbers and email-address, which l send on 3 February.

Up to this date, again no confirmation was send to me.

Today the whole amount was deducted from my account AGAIN, without the data contract being cancelled. So l phoned yet again. I was disconnected twice. Third time was lucky, or so l thought. The lady that l talked to said that l have to hold, she will check the system to see why it has not been cancelled. THEN I WAS DISCONNECTED AGAIN!!! I phoned again and at end last got to retentions. I explained the whole story again. To my shock she said it was not cancelled.

That means l had to pay R550 for something l already thought was cancelled. I specifically asked that she must cancel and delete the number. She gave me two options, after she became short with me, immediate cancellation or 30 day cancellation. I almost lost my cool and told her to just cancel immediately. I then got an sms congratulating me on my order!!! What in the world!!!!

Two minutes later l got an email saying l succesfully app**** for my contract and will be contacted soon for delivery details.

I am not someone that curse, but what the hell is going on??? I am so fed up.