MTN Problems.

Good Day

I have been having issues with my network since I paid for it on 12/05/2024. The network is terrible and can hardly use WhatsApp on my 10Mbps line which upon investigation yesterday was on .028 Mbps. I have been trying to get assistance on the WhatsApp line with no success.

My timeline of attempting to fix this issue began on Sunday 12/05/2024. Proof of payment is attached.

The first person to assist me with this matter was Krishnaveni Kanniah. Who gave me a reference WO*** which didnt work once I called the call centre.

The following day on 17 May 2024 I spoke to Boipelo Phiri and who indicated that she had reset the line to reflect my payment and my line will work perfectly. It didn't.

On 15th May I spoke to Thobeka Maya who told me to contact the Coverage team and log a query. That didnt help as the number she gave nobody picked up.

On 16th May I spoke to Philani. Who informed me that he had reset the line and that the network will work.

On 22nd May I spoke to Philani again and he informed me that my line was in arrears. He sent me an invoice and informed that the payment I made was for June and my line was going to stay terrible as I had not made payment or rather that I had made an insufficient payment.

I have his message here as "Please note your initial payment was supposed to be R 771.13, you paid R 321.07 on the 01/04/2024, the remainder was supposed to have been paid before the 27th of April, so that you get provisioned for May, but you only paid on the 13/05/2024. Hence the account was suspended. Please see attached invoice for your ease of reference."

I informed him this was wrong and referred him to the voice recording where this information was not garnished. Including an SMS for the suspension of the line which I have attached below as well.

"Y'ello valued customer. We have had to suspend your ability to make outgoing calls due to non-payment on your MTN account. Please pay R 461.56 using the MTNApp, EFT or WhatsApp https://wa.me/***?text=Hi. For EFT, select MTN and use BA*** or *** as your payment reference. MTN"

Nobody has informed me of any R700 and had that information been made clear I would have made the necessary arrangements. This has been a frustrating experience. A terrible experience and all I need to my line to be fixed so that I can use the network which I paid for in peace. I have been given no clear indication as to what is happening and I cannot continue like this.

Yesterday I spoke again to Krishnaveni Kanniah and she informed me again of a reference number WO***. I am taking the matter to Hello Peter for now until a resolution is found because this is wrong.

My details are as follows.

Funeka Wani

*** 08 9

1882 Vulindlela Str, Thembalethu, George.

ABSA. Cheque Account

***

***

I need a resolution to the matter.

Kind Regards.