MTN-SA | ********** CONVERSION FROM CONTRACT TO PREPAID WITHOUT MY EXPLICIT CONSENT

Yéllo! I have been with MTN SA for approximately 15 years now and I really had great customer service in-store and over the phone. Recently I have had a strange incident in which the provider failed to inform me that my contract account was changed to prepaid without my explicit permission. My work industry is fully online and since 11:30 am Wednesday, 28th April 2021 my data just stopped transmitting, which then led to calling 135 only to find out that my contract which has 2 years and 8 months remaining has been changed to prepaid.

I have logged my complaint about this issue at midday on the 28th April 2021 and since then I have had to make numerous follow up calls and requests for escalation of my complaint leading us to today the 4th May 2021 which marks 7 days of downtime together with the inability to earn an income as I have no access to our network.

I strongly would not recommend MTN SA to individuals and businesses as operators are very quick in taking your money but when they make serious errors in their provision of service, we as customers must just wait until they resolve the matter, with only an "I am so sorry for the inconvenience caused, we cannot do anything to assist you until the matter has been looked into ".

We as consumers are powered by our rights in terms of the consumer protection act, PAIA, POPIA amongst other legislature.

ICASA states that we must give operators 14 days to resolve the matter of which I am on day 7 of 14. If you do not get any feedback you need to follow this: Complaints must be in writing and can be lodged directly on the ICASA website or a complaints form can be completed and emailed to *** or faxed to ***.

I am highly irate and perturbed with the service from MTN-SA.

The bottom line, a company is in business to serve their customers and if they falter in the deliverance of such service they should not be in the service of customers at all.