MTN - Poor Communication - coersion to poor credit rating

Item: MTN South Africa
Rating: 1
Author: Darryn L

I have been a client of MTN for several years, and had a contract. I have tried unsuccessfully contacting them to cancel my line in 2020 with the COVID Pandemic and there has been limited assistance they can provide. I was out of the country and the payment for the account did not go on debit order, so I was unable to pay the account direct as I had no way of communication with MTN, and the emails that I used were fully non-responsive. When I finally returned to South Africa, I went in to the store and was told it was handed over to legal. I tried to contact the legal and at first th number didnt work as provided by staff at MTN. I tried calling the MTN numbers and it is a "BUG" in the telephone line for calling the 083135 number, as when one selects to speak to an operator, it simply reverts back to the first option when it phones through, despite how many attempts were made over several time periods. Then MTN told me it was handed over to Saya recoveries, whom I contacted and they said there was nothing owed on the account, despite the MTN consultant at the shop saying the account is in arrears, and there was a new handset delivered, when I asked what handset, she couldnt provide the answer. The following are the email addresses I have been contacting for several months and have absolutely no return. I added the ICASA email to the listing, out of sheer desperation to rectify the issue, as the lack of response has now affected my credit rating, which is a consequence of having no ability to make contact to the correct party. The standard customer care, returns with a response stating that a reference number is created, and months later still no response. The credit rating has now affected me, which is out of my control, and MTN's lack of service and simply communication has "created" this outcome. The following were consulted on the "Various" emails. ***, ***, ***, ***, *** ***

Despite the various departments contacted there has been no answer and of course no resolution. I humbly request MTN to make contact to me, to rectify the line that is still actively open and charging to my account according to MTN store, and to remedy and reverse the credit rating damages.

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Replies (1)

Darryn L's updateReviewer Update

11 Nov 2021, 09:40

It has been several months later, and MTN will not answer the emails. I have recently found out that there is potential ***** on the account, the legal department do not read and refuse to respond to the email pertaining to the account, and fundamental questions and respond with an amount due, and total disregard for what has been requested. The writer refuses to append their name. I was fortunate to deal with Rezaan from the MTN store in the Waterfront who has been as helpful as possible within his capacity. The legal department will not answer to why there is a handset fee when no handset was taken and the store cannot advise what handset was taken, and despite the account being suspended for over 1 year, the monthly charges are continued without reason or explanation. The call centre is unable to assist. The MTN store is limited to what they can do, and the legal side of MTN are anonymous and non-responsive, there are 2 month delays in between the legal side responses, and they do not answer the email, and provide no information or solution. I trust there maybe someone somewhere that can assist, without having to continue the public notices, or legal action.

Darryn L's update11 Nov 2021, 09:40

Reviewer Update