MTN REFUND DISPUTE

Good day

I trust you are well.

I have been back and forth regarding unsavoury dealing with MTN which has left an extremely bitter taste in my mouth. I have been a loyal customer for more than 15 years.

One of your agents at MTN Cresta sold an MTN contract to me without informing me that I had to pay more than R800 extra in my first month. My contract was supposed to cost R999.99. Now no-one is assisting me for a refund owed to me amounting to R876.97. I paid R1876.97 for a contract that should cost me R999.99.

MTN Cresta says I should talk to the call centre. The call centre says I should talk to the store. No-one at the cresta branch was willing to give me their names or surnames nor call recordings. No-one informed me of a migration fee of more than R800 in the first month. If I knew that would have changed my mind as to the contract I agreed upon. This is in direct conflict with the consumer protection act. The information relayed to me from the agent, especially seeing as it is monetary in nature, had resulted in me agreeing to the contract. This has now become a matter of principle. You cannot enforce terms on a contract that I was not advised of.

As an attorney that is well versed within complaints management I find the following flaws:

1. Agents not giving names and surnames;

2. No escalation process in place when questioned for one.

3. EMployees refusing to provide call recordings

4. Tickets for call recordings are apparently logged after the call (which will never happen if it is unfavourable)

5. Apparently when you log a complaint, the customer must follow up to find out the outcome.

6. Working in silos as MTN stores and customer care absolve themselves from the others' liability.

Previous ref: ***

Kindly could you or someone in higher management contact me in order to resolve the same.

E-mail: ***