MTNzania

In Aug '18 I entered into a 24 month contract for my sister with MTN. I have had scores of agreements with different service providers in SA, I also know what are procedures to follow when due for an upgrade. On the 18.07.20 I sent an email to MTN customer care and received enq ref number: *** and that feedback would be afforded within 8 days. On the 24.07.20 received communicatìon that my cancellation request had been forwarded to the cancellations department along with an email address to do so on. Since I did not get any response on the 27.07.20 sent another mail to enquire if the request is in progress and no response. On the 13.08.20 received mail prompting my credentials to confirm ownership and I responded immediately. But then on 14.08.20 received an Invoice for Aug, I realised that MTN ran a debit for Aug and assumed that maybe they still had one last debit for that month and let it slide. In the meanwhile waiting for any acknowledgement of my initial cancellation request received another Invoice on the 15.09.20 for Sep. I got very agitated and decided that I would block debit orders from MTN in order to get a response. On 06.10.20 received another Invoice advising me that payment is due and threatened me with legal action. My sister called and advised that her services were suspended that is where I lost the plot and really started going at MTN. I don't use MTN and in order to get in touch with them you need an MTN number or you pay for your calls from another network. When I called in on 13.10.20 was given another ref ***4 and that I would be given feedback in 24 hours. None was given, on the 15.10.20 I called in again and was advised that they did not have any cancellation in progress on the system and that I needed to call in to cancel a contract. I told them it is the first time I hear of such and since my initial contact no one mentioned anything about calling in to cancel a contract. I fought with over 3 agents over a course of 3+ hours. I had to drop the phone since the genius (Pelma) that was assisting me was just being herself. I called in again and spoke to a different agent Mohammed who was the only person who helped me and gave an alternative ref*** which is the one that helped get the contract cancelled on the same day. However MTN still holds me liable for arrears on that subscription, I say I will not pay any extra money to MTN as I made a request well in advance and they still managed to squeeze in 2 more unauthorized debits from my account.