My Contract Is Cancelled And I'm Being Billed.

I have been an MTN customer for over 20years and I have never had such appalling service from from any service provider like I did today from MTN.

I thought telkom was bad with service but MTN has taken the cake.

I called your call centre several times over the last 3months to make sure that my contract will cease to exist after the end date of 05/06/2024.

All the agents I spoke to confirmed that my contract is canceled. The final person to confirm this was Phakama on the 05/06/2024 with call reference ***.

Today, 19/06/2024 I called your call centre several times again to enquire why I received a bill even though i was assured that my contract is now canceled.

None of your staff were able to assist me or even explain why this was the case.

Makonopela Makgoba whom I spoke to first was rude, had zero telephone etiquette advised me that need to go an MTN store to obtain an MTN pin for security checks, placed me on mute several times and eventually hung up the call.

Please can this recording be listened to to validate my assertions above.

I called back and was transferred from department to department even after requesting for a supervisor. The supervisor in one of the areas Nisa Haniff from retentions had no idea what I meant by client experience and was adamant that I needed to be transfered from pillar to post because "her" department cannot assist.

Be that was it may, I was eventually sent back billing where I came from, this time for business/enterprise clients where I was told that retentions/cancellations needed to investigate. The last people I spoke to were Sifiso Shangase and Iphraim from billing.

Up to now I have no solution to my issue.

I expect a FULL review of this matter with particular emphasis on client experience and how your call centre agents have no idea what they doing and cannot assist in answering a simple query. This after i eventually did make it the "correct" billing department.

I would like the head of department to please contact me immediately to get this matter resolved and would like the agents/leaders who dealt with my query retrained especially around client experience and how to take accountability as the face of MTN.

If matter is not resolved between now and 24th if June I will have no choice but post my frustrations on social media.

I wasnt able to get all the names of the people I spoke to but Makonopela Makgoba and Nisa Haniff do not represent your organization well.

I can be reached on ***(the number I need assistance on)

Or *** my pre-paid number I've had for 20plus years