NON-EXISTENT CUSTOMER SERVICE, *****ulent Upgrade, Resultant System Errors & Billing Errors

ZERO STARS: Ongoing Issues with MTN

Warning: DO NOT get ANY contracts with MTN. In a day and age where customer service is so important, they have none. They send you from pillar to post with no one willing to assist. When one representative helps you, another one hinders you the next day. Their resolution processes are utterly pathetic. They have NONE! Rather find a service provider who values their customers.

Complaint Summary:

I am seeking urgent assistance regarding a deeply concerning issue with MTN that remains unresolved despite my multiple attempts to rectify it. I have reached out via store visits, sent three emails, messaged on social media, and called the call center numerous times, but I have not received any resolution.

Details of My Issue: In June 2024, a sales agent named Preshaan provided me with false information while upgrading my contract. I canceled this upgrade within an hour. However, this cancellation has led to several complications: 1. My profile now lacks a contract end-term date. 2. My number, ***, is linked to two separate contracts. 3. I am erroneously receiving 400GB of data instead of the contracted 200GB. 4. My October invoice was for R798, whereas my previous contract was R389, and this increase was app**** without my consent.

Background:

Initially, I logged complaints regarding network instability and opted to explore fiber options for better stability while working from home. After discussing my contract details with an MTN agent, I received a call from Preshaan, who assured me that an upgrade was necessary due to my line being "old." He did not inform me that this would initiate a new contract extending my term by two years. Upon realizing this mistake, I immediately requested a reversal, but the process was fraught with difficulties.

Each time I visited the Newcastle Mall store and spoke to staff members, they assured me that my contract was not up for renewal. When I received a bill for R798 in October, I learned from them that there were two contracts active on my number and that the system did not reflect a term date. They did not attempt to resolve this AT ALL. There's no use having stores.

I have spent countless hours on the phone with customer service agents, being shuffled from department to department, only to encounter conflicting information. Finally, on October 8, 2024, I spoke with Doitumelo, who acknowledged my concerns and logged a ticket (***) but I continue to face issues.

Most recently, an agent named Ayanda informed me that I am being billed for one contract and that I must make payment. She was unable to clarify the source of my invoice discrepancies. Despite paying R1596 to avoid further issues, I am now being told that I will be billed another R798 in November due to a late cancellation, when their system clearly shows I've been trying to cancel since 5 September!

Conclusion:

MTN has failed to comply with the Consumer Protection Act, which requires them to inform me at least 40 days prior to any changes and obtain my consent. This entire situation has caused me significant stress and it has been days and countless of HOURS later with no resolution.

Mariam Mia Phone: *** Email: *** MTN Number: ***