MTN'S Customer Service is APPALLING - DIFFICULTY CANCELLING A CONTRACT

MTN's customer service is terrible and I've experienced awful service from the MTN branch in Grand Central Parade, Cape Town. In March 2020 I app**** for a data package with a pocket router at their store in Cape Town from the consultant Yusra Kelly. I received a call from the consultant to notify me that my application had been approved and that I should come in store to sign the contract and collect my device. I called back within the 7 day cancellation period to request that my contract be cancelled. When I made this call, I HAD NOT SIGNED A CONTRACT NOR RECEIVED A DEVICE.

Yet in the month of April I was being billed for a device I never received and a contract I never signed and consented to. For the duration of the lockdown I was being billed, month after month. Once lockdown restrictions lifted, I visited the MTN store and spoke to the consultant who assured me that she had put in a cancellation request in the month of March when I asked her to. However, my contract had still not been canceled.

I had been in regular contact with both the consultant Yusra Kelly and her superior Fatima Davids. I had also made numerous contact with the call center where I spoke to consultants in the Re-tensions Department who were of no help since they kept referring me back to the store. Both the Re-tensions Department and the store consultants were inefficient in resolving my case.

It has been about 10 months now and my contract has still not been canceled. I am yet to receive my refund from MTN for the money they have debited from me since the period April - October 2020. Bearing in mind that I SHOULD receive my full refund for the 8 months of deductions. Remainder. I had requested the cancellation within the 7 DAY CANCELLATION PERIOD. I DID NOT SIGN A CONTRACT. I DID NOT RECEIVE ANY DEVICE.

The consultants have made little to no effort in resolving my case and have only made empty promises to me. They have failed to make any contact with me regarding the cancellation of my contract and my refund. Instead, I have to constantly visit the store and make calls to them about when they plan on cancelling my contract. Their response to costumers is astounding. Particularly when the owner and manager of the store Fatima Davids is difficult to get in contact with both in store and on the phone. I have been extremely patient and accommodating to both MTN and these consultants but have only been disrespected by their lack of efficient assistance in resolving this matter for the past 10 months. It is absolutely ridiculous that it has been 10 months and this matter has not yet been resolved!

I am utterly disgusted by this entire process. I WANT MY CONTRACT CANCELED as it is ridiculous and extremely upsetting that I get billed every month for a cancellation I requested in March 2020.