MTN's INEFFECTIVE CANCELLATION AND COMPLAINTS PROCESS

In December 2021 I entered the Pavillion MTN store in Durban with the objective of obtaining a new cell phone contract. After some time consulting with the MTN consultant Philani Khumalo I selected a Samsung S21 cell phone that was on promotion for R1399 per month and included a free Samsung watch and air pods. I received the phone and was advised by Mr Khumalo that I needed to visit the nearest Samsung store with my MTN invoice obtained from them to obtain the watch and airpods from the Samsung store.

I thereafter accepted my phone and proceeded to the Samsung store. Samsung experienced challenges in locating me as a customer on their database, after two days of back and forth with the Samsung store they confirmed that MTN had advised me of the incorrect process and that they were meant to provide me with the accessories on completion of my contract and that it was not a practice to obtain accessories directly from Samsung retailers.

I went back to MTN 3 days later who was unwilling and unable to verify the deal I had purchased or provide me with the accessories as needed. The consultant confirmed that he had made a mistake and was taking all measures to provide me with the accessories. They were finally able to locate the accessories but was able to provide them at a later date. At which stage i had lost 3 working days trying to complete and finalize the contract and did not want to pursue the contract and requested cancellation.

As a result I had no option but to cancel the contract. The Phone I received was returned in its original condition together with its packaging after 3 days within my possession per MTN per MTN's returns policy that i was advised of.

Since December I have been in constant engagement with Mr Khumalo regarding my cancellation who has continuously advised me that it was being dealt with.

Despite this I have been debited 2 times further i have received email notifications regarding my billing despite MTN staff advising that i will not be debited. This has created an incredible inconvenience.

It is unacceptable that after almost 2 months transpiring the contract has not been cancelled. I have made countless enquiries to MTN Staff and their store who refuse to provide me any progress on the matter in writing.

This is a serious contravention of the Consumer Protection Act. MTN's compliants process does not have a call centre and you are in no position to engage with a human being that is addressing the matter. this is terribly ineffective and does not treat customers fairly.