MTN MONTH TO MONTH LTE CONTRACT - BEWARE TERRIBLE PRODUCT AND SERVICE !!!!

I would like to lodge a serious complaint against MTN, related to their LTE Month to Month product & the MTN Store to which I had taken out the contract with.

The stores details are as follows: Shop 3, Queensburgh Centre, 150 Main Rd, Malvern, Durban 4093 The contract inception date was 29 July 2023, all the requested and relevant payments had been made for a month to month uncapped LTE contract 35Mbps for R 499.

I had received the Free to Use Router together with the SIM card on the same day of the contract inception. My billing date is scheduled to be the 4th of every month.

I was also told that billing is in advance so should I cancel I will not be charged for the month of cancellation.

The product had worked for roughly a month, and thereafter I could not use it. The router or the sim card was faulty, and could not connect my devices to the internet, I received no data and could use none of the gigs. I had tried every way to escalate this to the relevant channels to have this issue fixed. I went to the store, called customer care, and transferred to so many departments I have lost count of them and their names. I had updated the router settings, refreshed it all of the methods advised I had tried... This issue went on for a month, with no satisfaction from the store and customer care on how to resolve the connectivity issue. In the meanwhile I had been billed for a product that did not work.

At the end of September, after many many visits to the store, the consultant had advised me there's nothing that can be done by the store, they have tried all they can.. and do not even deal with such issues. He/She advised that I should either reverse the debit order or cancel the contract.

Reversal of the debit order would affect my credit profile, so I had no choice but to opt for the cancellation. On 6 October 2023 I had returned the Router and Sim card to the same store (Queensburgh) I had taken the contract out at.

I was advised the process is for the router to be collected, inspected and then the cancellation process will take place between 30 working days, so yet again I was going to be billed, even though the product did not work... I was again billed on 4 November 2023.... I was aware of this but assured this would be the last billing by the store as they have initiated the cancellation.

Till now, I am still being billed. I was billed again on 4 December 2023. I even received a message from MTN confirming the contract is set to be cancelled on 11/08/2023. But why am I still being billed continuously ???

The product has not worked since 1 September 2023, in my history you will identify countless tickets and service requests to fix this, with no luck. This is truly disappointing and terrible customer service on MTN's part.

I have made contact with the Retentions Department, which was an impossible task in itself... They advised me that it was the store's fault that the contract was not cancelled timeously as the store had left the service request open. When I confront the store they blame customer service... There is no sense of responsibility or effort to please the customer and assist with these issues.

Can MTN kindly confirm the cancellation status of my contract, and reimburse me for the months debited due to the negligence and poor service of the store and customer care. If I don't receive any satisfaction from MTN I will be escalating the issues to the Consumer Goods and Services Ombudsman.

MTN latest response below: Y'ello Trenton Sydney

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