MTN: Terrible customer service!!!

<p>I discovered that a new MTN Phone contract was opened under my name without my knowledge or approval in December 2016. When I discovered this on 23 February 2017 I immediately contacted the 808 call centre number to enquire about this and report it. Since I already paid for one month’s subscription due to a debit order arrangement I requested that the number not only be suspended but the debit order cancelled. I was told that I will also receive the itemized billing for the phone number since the system indicated the number was registered for itemized billing.</p> <p>After my account was once again debited for the ********** account end of Feb 2017 (although it was confirmed on 23 Feb that the debit order was cancelled) I contacted the call centre again. I was then told that they cannot stop a Debit order on MTN’s side, I have to arrange this with my bank. At this point I was also told the reason I have not received the itemized bill for the ********** number was due to the fact that I need to pay to receive it since suddenly the account was not registered for itemized billing any more (all contrary to what I was told initially). I eventually received the itemized bill on 7 March 2017 (and was charged for it). I could then only report the case to the Police and obtain an Avidavit. A case of ***** was also opened with the SAPS.</p> <p>When I submitted the avidavit to MTN at the Kolonade branch on 25 March 2017 (ref ********** ), I was told that I should receive feedback within 48 working hours. Once again nobody from MTN contacted me as promised and after 3 working days (on 30 March 2017 – call ref ********** 34) I had to contact MTN to follow-up on progress. I was told that either a manager at the call centre or somebody from the ***** department will contact me before the end of the day. I phoned them again the next day since nobody contacted me contrary to the commitment made. I was then told that the ***** department suddenly needs 3-7 working days before responding. Well, it’s now been 10 working days and I have still not received ANY feedback regarding the case.</p> <p>The only correspondence I received from MTN during the entire ordeal was numerous threatening sms’s at the end of March 2017 warning me that my account (including my personal phone account that I’ve had for more than 13 years and ALWAYS paid on time and in full) will be suspended if I did not pay all outstanding money (incl. the ********** account). This after I reported the account to MTN already on 23 Feb and submitted the Avidavit on 25 March 2017. Turns out MTN can cancel my debit order after all since, when I enquired about the sms’s I was told there is no debit order in place anymore.</p> <p>I was also told by MTN that the contract was taken out over the phone and that they cannot confirm where the account was opened – it as later discovered that it was in fact taken out at the Centurion Lake Mall on 12 December 2016.</p> <p>The police requested that I obtain a copy of the contract from the Centurion Lake Mall branch – when I requested this from the branch manager she told me in no uncertain terms that the police do not know how ‘this’ works and they cannot give me a copy of the contract or a copy of the proof of identification used to open the account. I would like to have it specifically noted that the Manager of the Centurion Branch that I spoke to (where this entire drama was caused and started) was inexcusably rude and unprofessional! She told me that she’s dealt with numerous ***** cases (which does not reflect well on MTN) and instead of trying to sort the matter out took quite some time to explain to me how things really work and how this entire ordeal is not their fault.</p> <p>Since I brought the fact that MTN allowed a ********** account to be opened under my name under MTN’s attention the only responses or feedback I have received from MTN was when I in fact phoned them or visited a branch and made enquiries. Not once have I received correspondence, a phone call or feedback in any form from their side where they have tried to resolve this matter (apart from the sms’s where I was threatened that my account will be suspended if I do not pay all outstanding money in full). There was no apology from them for the inconvenience they have caused (at any time during this process where I had to deal with at least 10 different people) or for the time spent and phone calls and branch visits I had to endure to try to resolve this matter - which I did not cause!!! MTN has only processed documents I presented them with or told me that requests I made over the phone will be noted on their system. Their so-called ***** department cannot be contacted directly therefore I need to speak to a new call centre agent every time I enquire about progress and every time the story changes or commitments and promises are made that is not fulfilled???</p> <p>All I am asking for is feedback on the progress to get this ********** number removed from my name/account and the money I have paid towards it refunded to me. At this point I am truly disappointed in MTN’s customer’s service and I am strongly considering moving to another service provider!</p>