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george M

1 reviews | Active since May 2010

17 Nov 2015, 08:52

MTN *********

I've been an MTN subcriber since 2007,my MTN contract expired in July and decided not to renew it, Since 10/07/2015 I've been struggling with MTN for my contract to be migrated to pre-paid and seem to be dealing with *********** consultants.I have not used the MTN SIM card since end of August and notified them of the migration but yet they still trying to get money for my bank account . My last payment to MTN was in September. Two months later Mr james Mpohale from credit management informed me that I was required to pay R787.80 for my account to be closed another week later Slyvia Makgopa from the rentention office sends me a mail that i am required to pay R532.80 as my account is in two months arrears. How is this possible when i've not used the sim and requested for my contract to be migrated in July? Why should I be paying as i've paid my contract in full and if you check the records I've not used your airtime or data in last two months? The ethics and principles of MTN operations in this case are highly questionable and I would like to speak to someone that understands whats going on before any extra money is ********** from me. herewith my reference numbers [#10782

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Replies (1)
MTN South Africa
MTN South Africa's reply17 Nov 2015, 12:09
Official
Hello lukwesa,

We do apologize for the inconvenience caused and for the delay with the matter being resolved.

We've perused your account and see that you enquired on the 5th of May 2015 about cancelling your contract and was advised that you will need to submit a 30 day cancellation (Reference number: ***).

You made contact with our call centre on the 25th of August 2015 to get the contract cancelled and you were advised that you would lose any available airtime and you agreed to call us back before your next invoice date in order to use up the available airtime (Reference number: ***).

In order for us to resolve the matter amicably, you will need to provide us with the proof of calling back or submitting the cancellation in August 2015 after having used up your available airtime.

Please connect with us on our live chat service. Please copy the link below into your browser, type in your number, click on next and wait for the chat window to appear:

https://www.mtn.co.za/support/Pages/Ask_a_question.aspx

Regards
Tim
MTN Complaints Management Team: REQ:***