MTN'S MIND-BOGGLING INCOMPETENCY

I have just sent the following email to MTN complaints management, their legal dept. and ICASA.:

PARTIES TO WHOM THIS EMAIL REFERS: FELICITY INGHAM ID# *** AND FIONA NICHOLSON ID# ***x

1. BA *** Cell *** TWO MOBILE ROUTERS

In March 2022 we were conned into buying not just one but two mobile routers, so that we would have enough data for Netflix. They never worked…. At all. Ever. I wrote to MTN numerous times asking for the contract to be cancelled and my payments reimbursed but typically, my emails were ignored so we simply stopped paying the account. Although the signal remains erratic, at least with the fixed router we can connect some of the time.

Despite my numerous emails, phone calls and visits to MTN agents, and despite sending you her death certificate 5 TIMES, you persist in addressing invoices to my spouse, Felicity Ingham, who died on 11.11.22. You have even handed her over – twice. Note please that should I receive even ONE more email addressed to my deceased partner, I will lay a charge of harassment against MTN and ensure that the story receives as much media coverage as I can mobilise.

ACTION REQUIRED

I now DEMAND a full refund of every cent paid for those two mobile routers. Alternatively, I will be forced to sue MTN for breach of contract….. and harassment.

2. BA *** CELL ***

Despite numerous requests, and copies of her death certificate, invoices are still being addressed to Felicity. Although that phone was being paid from her bank account, I have been using it for over a decade, so within a week of her passing I emailed all details and asked for it to be transferred to my own account. Needless to say, 11 months later no action has been taken...... and invoices are still addressed to her.

ACTION REQUIRED

I have kept the account up to date but will soon cancel the contract. Apparently, there will be a cancellation fee of R435.50. I will pay what is due on the account BUT I WILL NOT PAY CANCELLATION FEES. Instead, you may deduct them from the refund YOU owe ME for the mobile routers. Please make sure that it is noted on the profile that the cancellation fee has been waived as I need to transfer the number to my new service provider.

3. BA *** FIXED ROUTER ***

I will also be cancelling this shortly, and do not expect to pay a cancellation fee. I was sold this router having been assured that it would work in my village. After numerous complaints, a cell extender was installed which has helped a little bit, but the network is still very erratic, and it is totally impossible to stream. Logged on my phone are 38 calls to Network, for just the period Jan – July. For that reason, i.e. MTN’s breach of contract, I expect any cancellation fee to be waived. This too could be deducted from the money owed to me.

Further to the above, I expect a full apology from MTN for the extreme inconvenience, the frustration, and most of all, for the pain I go through every time I receive an invoice addressed to my spouse of 36 years.

Fiona Nicholson