MTN REFUSES TO CANCEL MY MONTH TO MONTH CONTRACT

I wrote a novel of an email below to MTN because of the level of frustration they will cause you when you want to cancel your month to month contract and you don't owe them anything. I know they will not even bother to respond to that email. MTN IS TOTALLY REFUSING TO CANCEL MY CONTRACT. I'VE BEEN ATTEMPTING TO CANCEL MY CONTRACT FROM 31 DECEMBER 2024. I'VE PROVIDED THEM WITH EVERYTHING THEY NEEDED BUT I'VE BEEN TAKEN FROM PILLAR TO POST. ON TWITTER THEY TOLD ME MY INFORMATION HAS BEEN SENT TO SOMEONE TO CANCEL MY CONTRACT AND THAT SOMEONE WILL COMMUNICATE WITH ME BY CALLING ME OR SENDING AN EMAIL, THIS WAS WEDNESDAY MID MORNING AND TODAY IS FRIDAY, HOWEVER I HAVE NOT RECEIVED ANY FORM OF COMMUNICATION FROM MTN THUS FAR. ON THE 31ST I WAS TOLD TO GO TO THE STORE TO SUBMIT THE ROUTER AND ACQUIRE IRMS NUMBER THEN CALL THE CONTACT CENTRE AGAIN FOR CANCELLATION. I CALLED ON WEDNESDAY MORNING AND SPOKE TO BONGANI MLAMBO WHO WAS SUPER RUDE, SARCASTIC AND CONDESCENDING. HE TOLD ME TO GO BACK TO THE STORE FOR CANCELLATION WHEREAS THE TOLD ME TO CALL THE CONTACT CENTRE FOR IMMEDIATE CANCELATION. MIND YOU 2 DIFFERENT AGENTS TOLD ME, ON 31 DECEMBER 2024, TO CALL THEM BACK FOR CANCELLATION AFTER ACQUIRING THE IRMS NUMBER FROM THE STORE. ALSO SOMEONE FROM MTN CALLED ME ON 1 JANUARY 2024 AND TOLD ME THE SAME. IF YOU ARE THINKING OF TAKING UP ANY CONTRACT WITH MTN, DO YOURSELF A FAVOR AND DO NOT!!! See below email I wrote to them.

I am extremely annoyed at this point. I will ensure that EVERY chance I get, I will inform people to AVOID MTN AT ALL COSTS!!!

Your service is TERRIBLE!!! Your call centre agents are the WORST!!!

I received an email from you around July 2024 informing me of the changes in terms of my month to month package and the email also stated that someone will get in contact with me to provide details regarding the changes and different available packages ro choose from.

I did NOT receive any call whatsoever from you, and my phone was ALWAYS close by me because I was expecting your call, instead I received another email some weeks later informing me that my package has been automatically changed.

I contacted your call centre because I was now only able to access the internet service for less than 2 weeks. I was informed that my package was moved to a package where the Gigabytes threshold is 300 as compared to 500 on my previous package. I requested for the package to be changed back to were it was previously however I did not receive any response from you.

I took this issue up with your Instagram page and your social media consultant informed me that my previous package has been discontinued which is a TOTAL LIE because that package still exists to this day. S/He specifically told me to CALL THE CONTACT CENTRE TO CANCEL or upgrade my contract.

On the 21st of December 2024 I called your contact center to cancel my contract and I was told that the cancelation department is not available on Saturdays which really annoyed me because WHY IS YOUR VOICE PROMPT STILL PROVIDE THE CANCELLATION OPTION ALL THE WAY TO THE AGENT IF THE CANCELLATION DEPARTMENT IS CLOSED???!!! SHE COULD HAVE USED THAT OPPORTUNITY TO INFORM ME TO SUBMIT THE ROUTER TO THE STORE AND ACQUIRE THE IRMS NUMBER 1ST.

On the 31st of December 2024 I called your contact center again to cancel my contract. ANDISIWE informed me that I 1st need to submit the router and acquire the IRMS number at the store then call the contact center again for cancelation.

I was furious because, 1st, your social media consultant on your Instagram page informed me to CALL THE CONTACT CENTRE FOR CANCELLATION OF MY CONTRACT AND I PROVIDED HER/HIM WITH MY DETAILS TO ACCESS MY ACCOUNT SO SHE COULD VIEW THE TYPE OF CONTRACT THAT I HAVE HOWEVER ONCE AGAIN SHE DID NOT USE THE OPPORTUNITY TO INFORM ME TO SUBMIT THE ROUTER AND ACQUIRE THE IRMS NUMBER AT THE STORE 1ST.

Secondly, the condition on 2 emails that I received from you regarding the changes of my package STATED THAT I MAY CALL THE CONTACT CENTRE TO CANCEL MY CONTRACT AND SUBMIT THE ROUTER AT THE STORE WITHIN 2 WEEKS FAILURE TO DO SO WILL RESULT IN A CLAWBACK OF THE ROUTER FEES FROM MY ACCOUNT. THE CANCELLATION CONDITIONS ON BOTH EMAILS MADE NO MENTION OF SUBMITTING THE ROUTER AT THE STORE 1ST.

I requested to speak to the manager however I was denied by ANDISIWE who refused to provide her and her team leader's full name because of POPPIA. She totally refused to provide the name of her team leader's manager because she is not allowed. Interesting! I do not understand if you just employ people without providing them with customer service training. I cannot wait for MTN's downfall which will happen simply because of your horrible customer service!!!

ANDISIWE told me her team leader, XOLA, will call me back within 2 hours and that NEVER happened.

I called again on the 31st of December 2024 and spoke to Khanyisa who also denied me to speak to her team leader. She told me all 3 of the available team leaders are in a meeting and I requested to be called back which also NEVER happened.

On the 1st of January 2025 I received a call from someone who didn't mention her name and I didn't even bother to ask because she will also tell me about POPPIA. The lady told me that someone will call me back the following day to provide information regarding different available packages then I can decide whether I continue with the cancelation or not. That call also NEVER happened. Not surprised.

This past Tuesday I went to the store to submit the router and cancel my contract. The store provided me with the IRMS number and informed me that if I need immediate cancelation I need to call the contact center.

I called the contact center immediately afterwards and I was on hold for over 10 minutes, someone answered but the call was silent for too long I had to hang up and call again. The same thing happened only this time I didn't hang up. I kept on saying hello, just when I was about to hang up someone responded only to inform me that the cancelation department is closed.

WHY DOES YOUR VOICE PROMPT STILL PROVIDES THE CANCELLATION OPTION ALL THE WAY TO THE AGENT IF THE CANCELLATION DEPARTMENT IS CLOSED???!!!

Yesterday I called your contact center to cancel, this time around I was not transferred to retentions department. I was asked security questions, some questions repeated. The agent did nothing after asking the question except transferring me to retentions. Why was I asked the questions to begin with beats me.

I then spoke to the MOST RUDE, SARCASTIC AND CONDESCENDING AGENT CALLED BONGANI MLAMBO. He asked me the same security questions as the previous agent, again, some questions repeated. Only to tell me that the retention department does not do the cancelation. Remember ANDISIWE, KHANYISILE and the unknown lady who called me on the 1st told me to acquire the IRMS number at the store and call the contact center again for cancelation.

I was livid, who wouldn't be? I asked the RUDE BONGANI MLAMBO who does the cancelation. He did not answer my question instead he kept on saying the retentions department does not do the cancelation. I requested to speak to his team leader, once again he denied by telling me that his team leader is going to say the same thing to me. He put me on hold, as he said, to check if his manager RAVI PILLAY is available. I don't believe he even bothered. Obviously the manager was in a meeting. I requested for RAVI PILLAY to call me back but as ALWAYS I DID NOT GET THE CALL BACK FROM THE MANAGER. Honestly I don't even think the RUDE BONGANI MLAMBO bothered to escalate my request to his manager.

He eventually, after the run around, told me to GO

BACK TO THE STORE TO CANCEL MY CONTRACT.

I went to your Twitter (X) page and your social media consultant requested information from of which I provided around the same time. I was informed that my details has been escalated for cancelation and someone will communicate with me by calling or emailing me. This was mid morning. I STILL HAVE NOT RECEIVED ANY COMMUNICATION WHATSOEVER FROM MTN.

IS MY THIS CONTRACT EVER GOING TO BE CANCELED??????????!!!!!!!!

NB. ORGANIZE CUSTOMER SERVICE TRAINING FOR YOUR AGENTS, PARTICULARLY BONGANI MLAMBO.

Matlhogonolo

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