MTN Never take out a contract with them!

The mails below explains everything and why you should never, never, never, never! take out a contract with MTN! Then they have the audacity to tell me that I have to pay the full contract term, but they couldn't even deliver service for the first month!

Please see the emails below, I have removed personal info such as my email and numbers. __________________________________________________ To whom it may concern

I would like to cancel the new contract that I took out with you guys! On the 1st of June, I received my ZTE modem Model: MF927U and a Sim......... Since then I contacted you via MTN customer support where you responded by mail and told me you have reset it on your side and that I should do the same as I did and still it didn't work. Then I phoned your customer support 4 times ref number SMC/*** where I was told that the sim card was not compatible with the device and that there was a block on the sim card. They asked me if I used the sim card on another device which I haven't and told me that that was the reason there was a block on it. So obviously you guys sent me the wrong sim card with the device because I have never used it on another device. But even after that, I was reassured that the block would be removed within 24 hours. After 24 hours I phoned yet again and was told the same story, so obviously, nothing was done about it. The fourth time I phoned I finally had enough and wanted to talk to a supervisor. She was apparently in a meeting and I was promised that she would phone me before 3 pm that day, which she never did( This was on Monday the 15th). Today is the 17th and the problem is still not sorted out. You keep promising that it will be resolved within 24 hours. I AM FED UP! YOUR CUSTOMER SUPPORT IS UNACCEPTABLE!!! I WON'T PAY FOR A SERVICE THAT I AM CLEARLY NOT RECEIVING! YOU CAN CANCEL THIS CONTRACT AND COME AND FETCH YOUR DEVICE AND SIM CARD BEFORE NOON.

Sheila Theron

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Customer Care Thu, Jun 17, 3:08 PM (7 days ago) to me

Good day Sheilah,

Thank you for your e-mail.

Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused.

Kindly be advised that your query has been escalated to our retentions department for further assistance. Please note that you may also contact them telephonically by dialling 135 option 3 or direct your email to ***.

We trust the above meets your requirements.

Kind Regards, Lesedi Mohapi MTN SA

Reference Number: ***

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Sheilah Theron Fri, Jun 18, 7:55 AM (6 days ago) to retentions

To whom it may concern

Good morning, well day 18 and my device is still not working! No internet connection. I keep getting told that this is going to be sorted out. I have had enough.... how, am I meant to work! Please don't tell me to phone 135, I've phoned them 4 times ref SMC/***. There is something seriously wrong with MTN's service. YOUR CUSTOMER SUPPORT IS UNACCEPTABLE!!! I WON'T PAY FOR A SERVICE THAT I AM CLEARLY NOT RECEIVING! YOU CAN CANCEL THIS CONTRACT AND COME AND FETCH YOUR DEVICE AND SIM CARD BEFORE NOON

Regards Sheilah Theron

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Sheilah Theron Fri, Jun 18, 5:35 PM (6 days ago) to Retentions

Good afternoon

Well, I guess this departments' service is just as efficient as the rest of MTN. Not even a reply to my email earlier today.

But.MTN is still able to make sure that I receive an invoice for this service, which I am as yet unable to access. I won't pay for a service I am not receiving.

I need a response from someone who knows what they are doing.

Or else you must cancel this contract and come and collect the device and sim card. I've asked for this contract to be cancelled, but all I get is an email trying to pacify me saying they are sorting it out. YET NOTHING HAPPENS!

Regards Sheilah Theron

___________________________________________________________ Sheilah Theron Attachments Mon, Jun 21, 6:52 AM (3 days ago) to retentions, customercare, customercare

To whom it may concern

PLEASE CANCEL THIS CONTRACT AND THIS INVOICE FOR THE MTN MADE FOR HOME CONTRACT. I AM NOT GOING TO PAY FOR SOMETHING THAT DOES NOT WORK AND MTN IS OBVIOUSLY INCAPABLE OF SORTING OUT. RETENTIONS DEPARTMENT DOES NOT EVEN COME BACK TO ME . IF THIS IS THE BEST SERVICE MTN CAN OFFER, I'M SURPRISED THAT THEY ARE STILL IN BUSINESS.. YOU MAY COLLECT THE ROUTER AND SIM CARD FROM...............................

Sheilah Theron

_____________________________________________________ Customer Care Mon, Jun 21, 10:13 AM (3 days ago) to me

Good day Sheilah,

Thank you for your email.

Kindly note that your contract expires on 16/05/2024. Early termination fees will be charged when you cancel your contract before it expires.

We trust that you find the above in order.

Kind Regards, Carmen Wentzel MTN SA

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Sheilah Theron Mon, Jun 21, 11:20 AM (3 days ago) to customercare

To Whom it may concern

You cannot expect me to pay termination fees. This router and sim card that MTN supp**** does not work......never has and no one at MTN can assist me with this problem. If you can get this to work it'd be a different matter

PLEASE PHONE ME AND TELL ME WHAT TO DO. I'VE BEEN IN CONTACT WITH MTN VIA PHONE 4 TIMES ref number SMC/*** I'VE EMAILED MTN HOW MANY TIMES, SEE ALL THE EMAILS ATTACHED. I"VE BEEN TOLD TO CONTACT RETENTIONS@MTN, THEY DON'T REPLY. I CANNOT PAY FOR SOMETHING THAT DOES NOT WORK

Sheilah Theron

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Sheilah Theron 9:04 AM (1 hour ago) to customercare

Good day

Please can you let me know what is happening regarding this contract and the device and sim card that do not work, (haven't ever worked)

Regards Sheilah Theron