Mtn no regard for people struggling during COVID-19

Good Day

I would like to explain the grave injustice inflicted upon me by global cellular giant MTN.

I have been a loyal customer, almost at the end of a two year contract, on which no payment was missed or neglected until well into the COVID-19 crisis. Even when out of the country for 10 months during a two year period I continued to pay MTN religiously, while not benefitting from there network at all. I work out of the country and as a result of COVID-19 I have not been able to work for the past 5 months.

The first time i missed a payment mistakenly as the bank account I normally use was depleted and I switched to another account. MTN cut my line without so much as a phone call, email or even an SMS. Ironic that its difficult for MTN to make a courtesy call seeing as they own a cellular network. For two days I thought MTN was just having network difficulty and I even suspected my phone was on the blink. When I eventually found out that my account was suspended I made payment immediately.

A while later, when my financial situation had deteriorated further I failed to make payment and had an arrears of just over a thousand rand. My line was cut again, without any notice or phone call. I called 135 and made a payment arrangement to send R500.00 on the 27th July. As I am a man of my word I took my last R500.00 and made an electronic payment with my reference number that I was given when the payment arrangement was made. My line was cut for a third time once again with no phone call the very morning that I made payment. I immediately called 135 and spoke to a consultant explaining the situation, I emailed her proof of payment and she told me to reboot my phone and wait an hour. I waited two hours before calling again, spoke to a different consultant and was asked once again to send proof of payment. So once again I emailed proof of payment which by the way is very difficult when your cell phone account is suspended as my MTN line is my only source of internet connectivity. She told me to wait and hour and reboot my phone, which I did, for the second time. I once again waited an extra hour before calling for third time, by this time I was getting frustrated and the gentlemen on the line assured me that he would sort it out immediately and my line would be on in the next 15 minutes. I waited two days and my line was still not on. I have a wife and two children and no phone for emergencies or to make arrangements with my other affairs or as a means of organising financial aid.

This is where is gets interesting. After waiting two days I call again and I explain to the consultant that I honoured my end of the arrangement but MTN has not honored their side of the arrangement and I really need my account switched back on so I can handle my affairs and be in contact. I was told by this consultant that they "don't know where the R500.00 is, they are looking for it". Excuse my informal language but, LOL. I responded by telling her that I am more than happy to send her the proof of payment for the third time and her response is what really got under my skin. I was told that payment arrangements don't work like that, I have an outstanding balance, and until such time as it is paid in full my account will not be activated. I explained my confusion to her as I had made a verbal agreement previously that imp**** otherwise. She told me she was unable to assist me with opening my line, she was even willing to transfer me to someone who would be able to cancel my MTN contract. Since then I have sent numerous emails and I have no response and the support option via app rep**** to me by saying "please dial 135 from your phone".

I have been so impressed by other companies during this COVID-19 crisis. Wesbank, where my car is leased from called me out of their own and gave me a three month grace period and Nedbank sent an automated SMS with options for payment holidays during this time. Outsurance called me out their own and reduced my premium. The government has made it ******* for landlords to evict tenants during this time, yet MTN cuts your line without a phone call, and dishonours their payment arrangements.

I find this situation unacceptable. I have included below the meaningless quote I found on the MTN.com website where they claim to be making a positive contribution to the global crisis, while on the side they oppress and disregard the impact on the middle class citizen who is doing their best to survive. A quote from MTN.com

"https://www.mtn.com MTN Group works to bridge the digital divide, connects 100 million to the internet . Press . MTN assists with the development of the Africa COVID Communications and Information Platform . Press . Ayoba provides connections and vital information during COVID-19 . Press . MTN supporting fundraising campaign which benefits UNICEF and WFP’s COVID."

If anyone wants further details or questions you will have to contact my email unfortunaly as I do not have a cellphone