MTN SA POOR CUSTOMER SERVICE

Good Afternoon

My name is Mrs Naidoo and this is my complaint regarding the customer service that I received from MTN. Router month to month contract was purchased online payments were made but MTN did not activate it after complaining numerous times and debit orders still going out for something that I have not used. Further to physically returning the router I am still being debited for something is not in my possession. Kindly see below all my interactions with MTN.

02/08/2023 - spoke to *** regarding a month to month supersonic package. I made a payment of R489.97to MTN

07/08/2023 - Secure Division arrived with my item.

10/08/2023 - Email sent to *** as the router was not activated - order number *** Received and automated response confirming that my query is in the queue.

11/08/2023 - received email from *** that I should contact activations team on *** It was a total nightmare trying to get somebody to assist me.

15/08/2023 - After complete frustration in not being able to speak to a technician after calling numerous times and not being assisted I sent an email to *** to kindly cancel the route package and to refund me my money. Extremely disappointed with MTN service. Eventually I was told to return the device to the MTN store, I have been to Cornubia but they refused to take the device and referred me to the Gateway store. So I made another trip to Gateway where they accepted the device but told me to call ***as they was not able to do the cancellation. The person that assisted me gave me a IRMS*** number to use when I call rewardsco.

28/08/2023 - I called the number given to me by the Gateway MTN store only to hear that I need to pay a cancellation fee of R2400.00 . When the device was being sold to me it was not disclosed that I would be paying a cancellation fee. I think its totally unfair that I have paid 2 months upfront for a device that I never used and have not been told about cancellation fee. It was advertised 'Free to use router. Month-to-month. No contract. Cancel Anytime' What a load of nonsense as this should be considered false advertising.

05/09/2023 - I was debited an amount of R698.80 05/10/2023 - I was debited an amount of R220.33 Why am I being debited for a device that I have not used neither is it in my possession. 14/10/2023 - Mondo customer care sends me an email that they are unable to assist me with cancellation that I must go to the nearest MTN store and place a cancellation notice.

20/10/2023 - I went back to the Gateway store, the lady that assisted me informed me that they do not do cancellations at their store.

So Now What Is the Way Forward

Thank you.

Mrs A Naidoo *** ***