MTN **** Upgrade

I am extremely disappointed and disillusioned by my recent experience with MTN, which feels more like a **** than a customer service journey.

About a month ago, someone from an MTN branch called me to say my phone was due for an upgrade. I made it explicitly clear that I did not want another phone. The consultant reassured me that in this case, my existing contract would simply continue — possibly at a cheaper rate. That sounded reasonable, so I agreed.

Fast forward a few weeks, and my debit orders began to fail. I logged into my MTN account to investigate, only to find that my account had been placed on hold and — shockingly — a new 2-year contract had been activated on my profile. I never signed for this contract.

I contacted MTN's ***** department, and they acknowledged that the same branch that called me had attempted multiple times to initiate a contract before eventually phoning me. That alone raised serious red flags. I was told to go to the police station and complete an affidavit — which I did promptly. Yet, despite this, my account remains unusable.

In the meantime, I've been paying my account manually via EFT just to ensure continued service. But today, I received an email from MTN's ***** department stating that they believe the issue is my fault, and that I need to negotiate directly with the same branch that created the issue in the first place.

How is this my problem? I never signed a contract. I never agreed to a new 2-year term. I followed all the steps I was told to. And now MTN is washing their hands of the matter and pushing the responsibility back to me — the victim in this situation.

This is not how a responsible company should treat its customers. If you're an MTN customer, I strongly advise you to double-check your account regularly and refuse any changes over the phone unless documented. This experience has left me feeling ****med and unsupported, and I’m still stuck with a disrupted account and no resolution in sight.