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Lameez Z

1 reviews | Active since Feb 2018

22 Feb 2018, 15:11

MTN withholding my money

MTN deducted over R4000 from my husband's account at the end of January 2018, supposedly for a contract cancellation fee. He never cancelled the contract, all we did was port the number to another provider, but were still going to pay the contract for another 4 months until it ended. It took over a week of calling everyday for my husband to finally get through to the correct department. Each dept had passed him on to another one. The consultant told us that the contract is still active and has not been cancelled. She also said the the supposed "cancellation fee" has been deducted twice!! and can't explain the reason for either. All my husband gets told when he calls is that it is being dealt with....he has numerous references and escalated it i don't know how many times.... i am angry and fed up.....our house bond instalment bounced because of this error by MTN and we have had to temporarily find the extra money to keep our bond up to date in the meantime. Come on MTN ....the clock is ticking...3 weeks later and no refund or progress on a mistake that you made....REFUND OUR MONEY

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Replies (1)
LZ
Lameez Z's update23 Feb 2018, 09:01
Reviewer Update
Hello Thank you for your reply. This was an active contract...we were still paying up to last month with a debit order coming off my husband's account. We never cancelled or authorised the cancellation of this contract. Your consultant told us that the contract was still active ...and that MTN had deducted a cancellation fee twice in error. Son not only did MTN deduct a cancellation fee twice...but also deducted a cancellation fee for a contract that was not cancelled and, according to the MTN consultant was still active a week after the cancelation fees were deducted off the account. We have spoken to the port department, customer care, retentions, billings and every other department as well. We need action on this NOW please...because 3 weeks later we are no further than "We have escalated the complaint to the port department to give us more feedback for the early termination charge." This is unacceptable.