MTN - No satisfaction in a *****ulant mobile contract by this company.

So. Kabelo Mosimanyane rep**** to my Hellopeter complaint on the 13th of September 2017 after MTN did not reply directly to my other mails. He put me onto Mzoli Nchupetsang who rep**** to me on the 15th of September 2017. His response - "Good day Mr van Moerkerken. I hope that you are well, firstly let me start by apologising for taking too long regarding your cancelation request, the application is currently on a finalised stage and I cannot cancel it at this stage. Kindly allow DSV to deliver the phone and you can reject it once it gets by you so that it can be returned and that is when we can cancel the application and request a refund for your billing." DSV phoned me on Friday the 22nd of September to confirm that they will deliver on Wednesday the 27th of September. Wednesday came and gone and nothing. They the phoned me on the 29th to let me know they will deliver that afternoon. So they did. On instruction of Mzoli Nchupetsang I then rejected the delivery so that the cancelation process can commence. I INFORMED Mzoli Nchupetsang that I rejected the delivery and he assured me that the process will be resolved immediately. NOTHING SINCE THEN!!!!!!!!!!!!!! I have sent various mails since the to Mzoli Nchupetsang and copied Kabelo Mosimanyane in these mails to no avail. I have been informed that the NCC will be the only avenue to resolve this matter by opening a ********** case, looking at other posts sent to MTN on Hellopeter. It is the 18th of October 2017 today. My ordeal started the 8th of August 2017 when trying to apply online and has never stopped. I have been billed twice already for a contract I never agreed to. Lets see if MTN will respond. Seems like they normally only respond to Hellopeter and then somehow let it disappear again in the system.

Hereunder my initial request to what now must be close to 20 MTN employees.

I am requesting cancellation of unauthorized MTN cellular contract upgrade. I requested an online cellphone contract upgrade, expiring end of August 2017, to be done on the 8th of August 2017. The consultant, Xollile (I am not sure of spelling), informed me that there was no stock on my advertised request anymore and that the deal has expired. A Samsung S8 Plus + Gear Fit 2. I told him that then I am not interested in the deal if they cannot get me stock. He offered me an alternative deal on the S8 plus only, but It was not what I wanted and declined. He then changed his story on the expired deal and said that he will try and get me the Samsung S8 Plus + Gear Fit 2 anyway but it will take 8 days. That means – 16th of August 2017. I never heard from MTN, or any affiliate company, again until I received my invoice on the 28th of August 2017 via e-mail. It stated that I entered into the new 24 month contract and that it was activated on the 15th of August 2017. I immediately phoned MTN 808 to notify them of this matter. I was transferred from department to department with every department saying that it is not their problem and that I should speak to the relevent department by phoning ********** . This number I tried from the 28th of August to the 5th of September just to be transferred back to MTN Direct. I never got through. One of the MTN Direct consultant then eventually gave me an e-mail address so I could send an e-mail to the ********** . This was the 7th day that I had been trying to get hold of someone that could assist me. I sent the mail to ********** Sent: Tuesday, 05 September 2017 10:33 AM With the following: “Please assist with my query a.s.a.p. I have been trying to get hold of you guys for more than a week now on ********** just to be transferred back to MTN Direct. I have been billed for an upgrade I requested and never received or signed for. I will not tolerate this anymore. I am not amused. Please arrange cancellation of the upgrade and reimburse me for the additional amount charged.”

With her response “Good day The warehouse has been going through systems migration as well as the change in our courier service company that we use for all deliveries. This has resulted in a lot of delays being experienced.

We again apologies for the inconvenience caused. I will get the team to action your request for the cancellation of the application by sending it through to the relevant department.

May I also please confirm your request, it’s the cancellation of the application and not the original MTN contract?

Regards Nosipho Khoza “

I was contacted the same day by Xollile, the original consultant for the online upgrade. He told me that the courier company phoned me for the delivery on my home phone number. “I do not believe this”. I requested a cell phone upgrade. Therefor maybe they needed to phone me on my cell number. I also requested that if they were able to get me the stock in the allocated time frame, they need to deliver it at my work address and not my home, for there is never anyone at home during the day. So alternatively they should have phoned my work number?

I told Xolille that I am not interested in the upgrade anymore, never accepted the handset and never signed any form of contract.

Since then I have been sent on a wild goose chase. Spending almost 3 hours of every day after that holding on for consultants, sending numerous mails to ********** complaining on Hellopeter, and just trying numerous sources of communication to get someone from MTN to contact me regarding the progress of my cancellation request.

No one has contacted me since the 5th of September 2017.

Here are my customer care reference numbers: [# ********** 6] [# ********** 4] [# ********** 5] [# ********** 2]

And latest phone reference numbers: ********** 37 and ********** 682

Today, the 13th of September 2017, after making phone calls to MTN for my 13th day, I was informed for the first time that I needed to arrange an affidavit. The consultant, Ntsako Mudoka, with e-mail ********** informed me that only after the affidavit has been submitted will they address this matter. That means that since the 28th of August 2017 till the 13th of September 2017 MTN has been sending me on a wild goose chase after nothing.

All I want is the upgrade cancelled. Take me of contract and put me on pre-paid and reimburse me for the invoice amount difference between what I was normally charged and the upgrade amount.