MTN is Misreckoning Taut Neuroanatomy

I've had countless encounters and time wasted trying to have my issues resolved by MTN, i had to officially write to them on Jun 1, 2022, of which I had to constantly follow up on. I've recently called again in the previous week, after being referred by a Walk In Branch, to customer retentions. Every time I call them they say they have a system issue, and will call back which they still have not gotten back to me, even after I requested to speak a reporting line-manager for some reassurance that I will get a call back and we will resolve my issue ( i spoke to three different people from three department (Yolanda from PAYG, Bongani Mlambo from retentions and his line manager Rylie Motle)

If I can further elaborate on the consistent lack of customer service by MTN and bring context to what arose, i wrote this to MTN Complaints and wrote to their Twitter: I'd upgraded last late Nov - early Dec, one of my contracts ***) and I was happy to stop the other. I wanted an Iphone 13, and I was sold to wait for stock which would take about 3 weeks or less. I never got the Iphone, all of December. I had numerous follow ups, and asked for the contract to be cancelled as I was ready to pay off the outstanding balance. Cancelling was made out to be impossible as the upgrade is still "Pending." I requested to pay anyway, to avoid any penalties and ensure at least one of my lines is officially closed.

In late January I received a call for a package from MTN which is on the way to CPT and asked them to redirect it to Johannesburg, I was very happy-- finally. I eventually got the phone, activated the sim card and all was great, with my minutes and data.

I've learnt, within the next month, that I am not receiving my minutes as per my contract, followed by Debt collection on 2 separate occasions, advising I owed +R15000; and I have been trying to clear this up ever since with MTN. At this point I 've had to take the time to ensure that I articulate the turn of events and the reason for my extreme dissatisfaction with the service I've received from MTN this time around. It's almost been 5 years with MTN and I've never had to take a complaints handling procedure

I'm looking forward to your response, and hoping this can be resolved.

Telephony Encounters with MTN:

· 24 March 2022 *** - unresolved

· 29 March 2022 *** query opened and closed within minutes

· 29 March 2022 *** query was closed next day

· 22 April 2022 *** query opened and closed within minutes

· 22 April 2022 *** query opened and closed within minutes

· 18 May 2022 *** query opened and closed within minutes

o Spoke to Mathau, from 10:07 - 10:25

o I was on hold for the last 10 min of the call, the agent came back on the call and apparently couldn't hear me while I could clearly and responding