MTN Incorrectly Bills Me and OWES me MONEY

I have 3 lines with MTN and I upgraded 2 of my lines in April 2018. I called MTN dial direct in April 2018 and spoke to Sipho who did my upgrade. ********** 987 was upgraded with Iphone 8 PLUS for R799.00 per month and ********** 165 was upgraded with Iphone 8 for R699 per month. Sipho promised that I wull receive the phones within a week. However MTN took over 2 weeks to deliver and I purchased the Iphone 8 for my daughter ( ********** 165). I called MTN to cancel the upgrade for ********** 165 and took a sim only upgrade but they still delivered both handsets anyway.

I called again MTN direct and spoke to Sipho who said that I must return the Iphone 8 and he promised that he would do a sim only upgrade for ********** 165 for R201.63 (same package as my third number ********** 719)

On the 28th of April 2018 I returned the Iphone 8 at MTN store at Mall of Africa. Mbavhalelo Mufamadi sent an email to ********** and copied Martin Scheepers, She advised them on email that the client is cancelling the upgraded and requested s sim only upgrade. She also advised that the device was brought back to the store. The Box is sealed and device was not opened. Mbavhalelo forwarded me the email as proof that the upgrade was cancelled and took the phone. I still have the email from Mbavhalelo.

I received my account statement in May and I noticed that MTN was still charging me for the handset for ********** 165, there was no credit on the invoice. I called MTN direct on the 1st of June 2018 (REF: ********** 42) I spoke to an agent who said that there was no notes on their system that the phone was returned yet. She said that perhaps the phone was still at the warehouse. She said that she will get Sipho to call me back to assist me to resolve the issue and credit my account. Sipho never called me.

I called again on the 26th of June 2018 when I again realised that MTN was still charging me for the Handset for ********** 165 and my account was still not credited. I spoke to Thandeka Ndlovu (REF: ********** 99) who also confirmed that the notes did state the I had called twice before about the same issue. She advised that Sipho will call me back and resolve the issue. I asked Thandeka to speak to a supervisor, she told me there was no supervisor available.

Sipho called later me that day and I repeated myself to him again and he said that he was so shocked that the issue was not resolved and I am still getting billed for the handset. Sipho promised that he will resolve the issue and he will request the billing department to credit my account from April 2018.

I have again received my August 2018 account and still my account is not credited and I am still being billed for the handset for ********** 165. I am so annoyed with myself because MTN did this to me in 2015 where they were not allocating the correct data bundle to my daughter's number. I told myself then that I would not renew my contract with MTN again but I decided to give them another chance after they corrected the data issue in 2015.

It turns out that I made a big mistake by sticking with MTN. They owe me money and they carry on like it is nothing. They just continue billing me for a handset that I do not have (which was returned) MTN owes me credits for 5 months which makes it R2500.00 and they still haven't corrected my billing.