MTN : Useless from top to bottom

I upgraded my contract with MTN telephonically last year October and since then I have had multiple issues. See below. 1) I received two devices a week apart from each other. I was asked to return one, so I do not get double debited, which I did immediately at a branch in Fourways Mall. 2) I was debited more than I was meant to for multiple months. My contract value is R590 however the below was debited…. November 2023 – R1022.66 December 2023 – R149 January 2024 – R1139.02 February 2024 – R989.81 March 2024 – R1003.40 April 2024 – R1586.79 May 2024 – R2170.183) I called in multiple times to ask for this amount to be corrected to no avail until I started to reverse my debit orders as MTN now owed me money and no one was correcting the bill for me. 4) My account was constantly overdrawn impacting other debit orders that followed. 5) My Clear score (Credit score) is showing missed debit orders due to me reversing the debit orders (even though I did not owe MTN money – they owed ME money!) 6) My line was constantly suspended, and I had to spend time on the phone during working hours to get the line unsuspended. This took up lots of my working time and my patience answering and explaining the same thing over and over again as well as validating myself for each and ever department I was transferred to. I called MTN over 40 times since March 2024 to try and correct all issues. Spending more than 6 hours I assume on the phone with MTN explaining the same thing over and over. Also, sometimes the calls ends and NO ONE calls me back even though they have my phone number. 7) I could not reach a manager to get anything escalated until I asked in a calm manner and then only did a manager come to the phone – which tells me that they avoid any escalations. With all other managers I was sent to voicemail after they said they would speak to me. TODAY the collections manager cut my call because I wasnt speaking properly, how I am meant to speak calmly after all these months of frustration is beyond me. The MTN consultants can't deal with me after 5 minutes, can you imagine how I feel after dealing with MTN from October last year. 8) I was constantly told about processes that I needed to follow and set turnaround times even though this impacted my job in the following ways and none of this was my fault: My line was suspended not allowing me to use my phone, receive one-time pins or GPS. I am a financial planner, so this impacts my business. All this contract has done for me is cause me stress with the over debiting. Suspended line, impact on other debit orders, impact on phone usage which in turn impacted my usage on my laptop as I could not even receive one-time pins. I would like to know how this matter for the last ten months or so will be rectified cos honestly no one seems to care at MTN and I have been a client since 2003 and I am going to die if another person tells me “we are sorry for the inconvenience caused”. I also need a letter from MTN stating that I have not missed debit orders but rather there was a billing issue as I need to send this to clear score/Experian to improve my credit score.

I called a month or 2 ago to unsuspend my phone as I was not aware that after 3 reversals my payment method changes to deposit/Cash paying. I paid the bill, called in and requested for my account to be debited the month thereafter, which there is no note on the system about so the agents don't believe what I am saying. There are calls recorded, please can someone extract them and listen to them....ALL OF THEM then you will understand my frustration and the full history of this contract and my issues with you. All I want to do right now is give back your phone and never deal with you again. MTN have frustrated and stressed me out immensely over the past 10 months or so and honestly it isn’t worth it for the horrible service I have been getting. After all this I have been struggling for 3 months to get my phone back on Debit order. Everytime I call to find out why my phone is suspended I find out that I am still on Cash payment which is showing as an arrears on my end eventhough I was under the impression that I was moved back to Debit order. Your agents and managers are getting mad at me and cutting the call from your collections department and customer service department but no one understands that i have been having this issue for 11 months and they are only dealing with me for 1 day (not even a day). I understand I should speak to you with respect but its very difficult to do that when I feel like I am speaking to a brick wall!!!!!!!!!! no answers, no help. you just want to tell me about your processes but can't answer why all promises made to me are not been fulfilled? I called today and got cut off by a manager in collections cos she didnt like how I spoke to her lol. Can you imagine my brain dealing with you for 11 months? I would like all calls that i have made to MTN since January 2024 sent to me so that i can take this up with someone else. I want my letter for Experian to show them that you were at fault and not me and my credit score should not be impacted and it should also not reflect all missed debit orders for MTN as SOME were not valid. And i want to cancel my contract but I am not paying you R8000 odd cos you have been a problem more than a solution in my life since Oct/Nov last year to date and honestly I cant wait to stop speaking to you and get rid of you!!!! If I could give you a 0 rating I would. I want to get out of this contract and MTN does not deserve any money for the remainder of the contract. Oh after multiple months of trying to get MTN to fix the issues by contacting their contact centre and emailing complaints@mtn nothing happened and so eventually i send a message to the CEO to which i got no response. I even commented on an MTN post and got nothing. MTN I am sure you hate dealing with me, I feel the same way about dealing with you. So I would really like to end this 20year "relationship" with you by cancelling my contract and never having to deal with you again. HOWEVER I WILL NOT PAY YOU ANYTHING FOR ALL THE STRESS YOU HAVE CAUSED ME. I just want to give you your phone and walk away cos thats the least you can do given there are no other repercussions of your horrible inconvenient and painful service you have given me.

I want all my calls to MTN TO be provided to me!!!!!!!!! you know those calls you always remind me are being recorded. If you aren't going to listen to it I will and I will share it.