My numbers BLOCKED for own INCOMPETENCE!

Dear MTN,

I write this as a disappointed future ex-customer.

On 05 February 2024 around 12:48 I called and spoke to your customer service agent in the cancellations department to give notice of switching my two contracts (083 4** **42 and 083 4** **55), that were coming to an end in March, to prepaid. The call took about 6 minutes. Unfortunately, no reference number was given. That should have been the first red flag! But thankfully, you record your calls so you will be able to retrieve it.

To my surprise, the usual amount was deducted when it should have just been R959 for the remaining contract (073 2** **76) going forth.

I called again on 11 April 2024 at 15:08 to check if the right amount of R959 would be deducted, but to my surprise was told no cancellation had been processed. I was livid, hence the call took a duration of 35 minutes. REF ***

I URGENTLY request that you go back to the recording of February (since your answering machines always remind us that all calls are recorded), then to the recording of April in which you can clearly hear my frustration, and fix the billing for me to be able to pay for the correct amount. The R1315 amount due the one month is incorrect and I refuse to pay a cent for your customer service agent's incompetence when they did not action the cancellation in February.

I have no problems with uprooting my life to get new prepaid numbers from another provider if you do not fix this. But what I refuse to do is start making payment arrangements based on incorrect figures.

You need to follow your own processes and not punish customers for not adhering to your own rules and then get surprised when we block debit orders. We work with budgets and no service provider will throw me and my family into a financial mess by not following their own contract terms.

It is also unconstitutional to block my numbers from making or receiving calls while you continue to bill me and expect me to pay for the months I was not able to use your services!

Please sort this out, and most importantly unblock services on all the numbers if I am expected to keep paying to see the end of the other remaining contract!!

Yours in Disappointment & Anger,