MTN taking advantage of Pensioners

I am writing this review on behalf of my Mother, who is 76 years old, and is not able to resolve this issue with MTN. An agent, Waseem, contacted her telephonically in March, and offered her a "great deal" by giving her the impression that she could get more data on her existing contract for only R77 more, than the current contract amount of only R99. She has not done an upgrade for years. He confirmed the contract would then cost R176 per month (including the extra data - not that she has a clue what the difference between MG and GB are at her age). He put her under the misconception that her data would be increased on her contract from R99 to R176 per month, and she was happy to oblige, as she always runs out of data long before the end of the month. Unbeknownst to my Mother, this agent actually signed her up for TWO new contracts (including rooters). She was under the impression that the data would be automatically added on her cellphone and would cost her R176 per month, instead of the R99 contract she used to pay.

She then received a delivery

A debit order of R491.26 went through on her account on 2021-05-03 (instead of the R176). On 2021-06-01 another Debit order went through on her account for R457.00. My Mother is a pensioner and was in such a state of shock, as she cannot possibly afford to pay these exorbitant amounts on a cellphone account.

She has been in a terrible state since May and went to various MTN Stores, which sent from pillar to post - from one MTN store to another, being told they are not able to assist. She then asked me to assist her in getting this matter resolved.

I contacted the MTN Store at Newmarket Mall in Alberton, who advised me that TWO new contracts for data had been added to her account, which were delivered to her home address. She opened the box and did not see a new handset and left the other small boxes inside sealed (not knowing what they are). I realized that these were actually Rooters (she had no idea what they were), or how to use it. She was under the impression that the data would simply be added to her existing contract. I cannot believe that any sales person would take advantage of an elderly woman. I

I was then told to contact MTN at the following number ***, and to request a cancellation, as the boxes are still sealed and this is not what Mother signed up for. I contacted the number on various occasions, and was not able to get hold of Waseem, who is the agent who telephonically signed up the "verbal contract" with my Mom. I was eventually able to get hold of Pamela Molefe (as Waseem was not available), who informed me that they would have to find the recording and it would take 3 to 5 days to get back to me. I made it quite clear that I expect the recording to be sent to me as well, as I will get my lawyers involved, should this matter not be resolved to my satisfaction. It has now been almost a month later, and I have still had no feedback.

I have also been unsuccessful to retrieve my Mother's Statements/Invoices on the MTN Website after registering, the following message is displayed: "For more information, or assistance with MyContract, please call *** from your MTN cellphone. When attempting to call the number provided on the Website for assistance, the response is: "Calls will be free of charge for all zero-rated calls. The number you have dialled is incorrect. Please check the number and dial again. Hence, I do not even have a cellphone Statement or Invoice in order to check the details. All we have is a zero-rated Invoice of the Rooters that were delivered and no further details, except the Debit Orders that have been deducted from her account.

Please could someone at MTN resolve this matter. I am fed-up.