MTN Ottery

I have been fighting with MTN for a refund is have made in December 2024 every time it's investigation and hollowed feedback . Upon dealing Cheris I have requested to escalate my refund as I am told it will take another 30 days from today 20/01/2025 to resolve.

She provided me with an extract showing me the case is open but indirectly showing Service delivery deadline or required turn around deadline is 21 January after asking her to escalate it this was her reply knowing the struggles it is to get thru to the call center let alone management . I've canceled this service in December also making a payment in December which was allocated to January services but i returned my router and canceled the 4th of December as the CCTV in her store will show but as the email i have on reference her store only processed it 07/12/2024, a day I wasn't in CPT. This utter putrid service delivery especially by MTN ottery after the guy at the front till who processed the paperwork assured the refund would take 30 days from date of cancelation which would've suppose to be due 4th Jan , I am writing this the 20th Jan still with 30 days to wait and no refund.

Looking to cancel all my services with MTN

"Good day Cheris So based on your extract the SLA for this query is already at 75% and can only drop. So what is the TAT for open cases?

Also I would like you to please escalate this to your management.

I expect a callback soonest.

Regards."

"You more than welcome to deal with the call centre if this query is taking longer than expected.

Other than that a billing query takes up to 30 days to be resolved.

Once I receive feedback I will be in contact."