Now what?
<p>I wrote 2 emails to customer care yesterday to inform them that I want to cancel my contract. Received a reply this morning that I should call 808........WHICH I DID YESTERDAY.....TWICE! After listening to music for 20 minutes TWICE I hoped that the emails would be enough. Now it is long weekend and I am going to be VERY upset if they tell me next week I should have given notice earlier! I don't have time to go stand in a queue somewhere!</p>
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Replies (7)
MTN South Africa's replyOfficial
19 Jun 2017, 09:57Good Day,
Thank you for bringing this matter to our attention.
Please accept our sincere apologies for any inconvenience caused. Kindly note that the contract for the cellphone number in question expires on the 16 July 2017. Please confirm if you'd like to lose your cellphone number after cancellation or if you'd like to keep it as a Prepaid number. Please be advised that Prepaid migration is done on the expiry date and complete deactivation needs 30 days notice. Please let us know what option you would be going for after the cancellation of the contract by sending an email to *** and please include the contract cellphone number to be cancelled as well as your ID number.
Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you.
Kind Regards
Complaints Management Team
Itumeleng
Best regards,
MTN South Africa's reply19 Jun 2017, 09:57
Official
Good Day,
Thank you for bringing this matter to our attention.
Please accept our sincere apologies for any inconvenience caused. Kindly note that the contract for the cellphone number in question expires on the 16 July 2017. Please confirm if you'd like to lose your cellphone number after cancellation or if you'd like to keep it as a Prepaid number. Please be advised that Prepaid migration is done on the expiry date and complete deactivation needs 30 days notice. Please let us know what option you would be going for after the cancellation of the contract by sending an email to *** and please include the contract cellphone number to be cancelled as well as your ID number.
Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you.
Kind Regards
Complaints Management Team
Itumeleng
Best regards,
's updateReviewer Update
19 Jun 2017, 10:02Thanks. I eventually sorted it out with a friendly consultant at the Waterstone mall. Simply can't understand why customer care could not give me the exact same answer via email!
's update19 Jun 2017, 10:02
Reviewer Update
Thanks. I eventually sorted it out with a friendly consultant at the Waterstone mall. Simply can't understand why customer care could not give me the exact same answer via email!
's updateReviewer Update
14 Jul 2017, 14:32I contacted email address *** regarding migration to prepaid. My contract expires on Sunday 16th and Itumeleng told me to do it on Monday because prior to Sunday I will pay termination fees. He also told me I will lose all bundles loaded on my account this morning. I asked him whether I have in other words been charged already for those bundles and if I want to carry on until they are depleted I should I email/call again or what but he/she does not reply. Call centre does not answer phones or give vague answers
's update14 Jul 2017, 14:32
Reviewer Update
I contacted email address *** regarding migration to prepaid. My contract expires on Sunday 16th and Itumeleng told me to do it on Monday because prior to Sunday I will pay termination fees. He also told me I will lose all bundles loaded on my account this morning. I asked him whether I have in other words been charged already for those bundles and if I want to carry on until they are depleted I should I email/call again or what but he/she does not reply. Call centre does not answer phones or give vague answers
's updateReviewer Update
14 Jul 2017, 14:35In any case - why on earth do you load a new month's bundles 2 days before the contract is expiring? It makes no sense at all! Just complicate things!!
's update14 Jul 2017, 14:35
Reviewer Update
In any case - why on earth do you load a new month's bundles 2 days before the contract is expiring? It makes no sense at all! Just complicate things!!
's updateReviewer Update
27 Jul 2017, 21:35After using my existing bundles, numerous emails regarding migration to prepaid and listening to your telephone music for hours I must say the service I eventually received from Diego Wynand at Waterstone Mall was outstanding. After I threw my toys out of the cot he tried calling the cancellation department for me and then recommended an affordable data/airtime package.
's update27 Jul 2017, 21:35
Reviewer Update
After using my existing bundles, numerous emails regarding migration to prepaid and listening to your telephone music for hours I must say the service I eventually received from Diego Wynand at Waterstone Mall was outstanding. After I threw my toys out of the cot he tried calling the cancellation department for me and then recommended an affordable data/airtime package.
's updateReviewer Update
04 Aug 2017, 17:17After struggling for weeks to get MTN to understand that I wanted to migrate to prepaid I was offered the R149 package at Waterstone Mall on 27 July 2017, which I was talking about in my previous reply. I realized this afternoon that the old contract's payment was deducted again from my bank account on 1 August. When I called MTN I was told that the old contract with insurance on the phone was not cancelled although the lady at the bills department could see the new package on her system. The lady at cancellations could not see anything about the new package, only the old contract THAT WAS NOT CANCELLED. HOW ON EARTH DO YOU MANAGE TO GET IT SO WRONG. I CAN'T STAND THIS ANYMORE!!!!!!!!
's update04 Aug 2017, 17:17
Reviewer Update
After struggling for weeks to get MTN to understand that I wanted to migrate to prepaid I was offered the R149 package at Waterstone Mall on 27 July 2017, which I was talking about in my previous reply. I realized this afternoon that the old contract's payment was deducted again from my bank account on 1 August. When I called MTN I was told that the old contract with insurance on the phone was not cancelled although the lady at the bills department could see the new package on her system. The lady at cancellations could not see anything about the new package, only the old contract THAT WAS NOT CANCELLED. HOW ON EARTH DO YOU MANAGE TO GET IT SO WRONG. I CAN'T STAND THIS ANYMORE!!!!!!!!
's updateReviewer Update
05 Aug 2017, 07:47I WANT MY PREVIOUS CONTRACT WHICH EXPIRED ON 16 JULY 2017 CANCELLED!! WHY WAS THE AMOUNT OF R539 FOR THIS CONTRACT DEDUCTED FROM MY BANK ACCOUNT ON 31 JULY ALTHOUGH I GOT A NEW R149/MONTH DEAL WITHOUT PHONE ON 27 JULY AND WHEN I CALLED 808 YESTERDAY 04 AUGUST THEY COULD SEE TH NEW DEAL AT ACCOUNTS BUT THE OLD ONE NOT CANCELLED AND AT CANCELLATIONS THEY CAN'T EVEN SEE THE NEW ONE AND THE OLD ONE NOT CANCELLED?
I WANT THE NEW PACKAGE CANCELLED AS WELL BECAUSE IT WAS NOT EVEN SHOWING ON YOUR SYSTEM YESTERDAY AFTERNOON WHEN I CALLED 808!!
I WANT TO BE ON PREPAID WITHIN HOURS BECAUSE MY DAD IS DYING AND I NEED MY PHONE TO BE WORKING!!
's update05 Aug 2017, 07:47
Reviewer Update
I WANT MY PREVIOUS CONTRACT WHICH EXPIRED ON 16 JULY 2017 CANCELLED!! WHY WAS THE AMOUNT OF R539 FOR THIS CONTRACT DEDUCTED FROM MY BANK ACCOUNT ON 31 JULY ALTHOUGH I GOT A NEW R149/MONTH DEAL WITHOUT PHONE ON 27 JULY AND WHEN I CALLED 808 YESTERDAY 04 AUGUST THEY COULD SEE TH NEW DEAL AT ACCOUNTS BUT THE OLD ONE NOT CANCELLED AND AT CANCELLATIONS THEY CAN'T EVEN SEE THE NEW ONE AND THE OLD ONE NOT CANCELLED?
I WANT THE NEW PACKAGE CANCELLED AS WELL BECAUSE IT WAS NOT EVEN SHOWING ON YOUR SYSTEM YESTERDAY AFTERNOON WHEN I CALLED 808!!
I WANT TO BE ON PREPAID WITHIN HOURS BECAUSE MY DAD IS DYING AND I NEED MY PHONE TO BE WORKING!!