MTN - UNAUTHORISED DEBIT ORDERS - NO SERVICE PROVIDED

I write this review with utter disappointment and frustration as a result of the poor service received from MTN.

In June 2021, , I went into branch at Mall of Africa to obtain a new data contract (120gigs for R269). The contract was finalised and a was given a router. (approx. 3 hours spent at store). I tried connecting the router at home but it failed to work. I called the customer care line and was on the phone for hours, being transferred from one agent to the next, explaining myself over and over again. The final consultant advised that the SIM is not RICA’d and that I have to go back into the store to have it done. This could only be done on Monday.

On Monday I went into the store – the consultant who assisted me in taking out the contract was on leave (he seems to always be on leave). I was assisted by another gentleman (Quinton) who tested the router and advised that something is definitely wrong. It was not a RICA issue. He asked me to visit another store where a technician was present. I went to the next store and the technician was utterly rude. He advised me that there is nothing that he can do and that I need to go home and call the call centre. I expressed to him that I have been on the line with the call centre for 5 to 6 hours and that they referred me to the store. He refused to listen to me and basically said I should leave.

I called the customer care line, in the presence of the technician. The agent from customer care advised that he cannot help and that the store is the right place to be. The technician advised that I need to go back to the consultant who assisted me in taking out the contract. (time spent in both stores approx. 4hours)

On 5 July I went back to the store. I spoke to the consultant and he advised that the router is not compatible with the contract. He would have to process a cancellation and requires authorisation (his manager was not in store). I was asked to leave and will be contacted in a day or 2 once it is processed. (Time spent in store – approx. 3 hours).

Weeks went by and no response from the store. I followed up and eventually received an update on the 12th July that I should come back to the store on the 17th July (as he was on leave for the remaining days).

I went in to the store on 24 July. The consultant was on leave again. I was assisted by a very helpful lady who tried to assist on his behalf. She advised that she will replace the router and do as much as she could. However, I would have to come back into the store when the assistant who took the contact out for me, is present. The R269 deal was no longer available. She offered to give me a 150GIG data package (approx. 5 hours spent at store). But it could only be processed when the other consultant is present. I was asked to return the next day.

I left the store with no router, no contract. I checked in on 25 July and the consultant who assisted me in taking out the contract was still on leave. I asked him to provide me with the details of the lady who assisted me the day before, which he failed to do. There is no way of making contact with anyone at the store as there are no phones that work.

Today, I was debited R514 for MTN – What are these charges for? I have spent kms worth of fuel driving to and from their stores. I have spent over 15hours at their store to have this resolved. I have paid for parking tickets at the mall for these 15 hours and I am now being billed for something I didn’t receive?

This is beyond poor service from MTN. I was told by the Consultant this morning that I cannot cancel the contract or else I will be held liable for a cancellation fee of R1169.41

I have emailed MTN about it and spoken to the consultant - no resolve apart from me having to continue to pay for something I haven't received. Has anyone resolved their issues like this or should I just proceed to lodge a complaint in terms of the CPA?