ORDER ONLINE FROM MTN BUT IT IS ACTUALLY REWARDO AND CANNOT BE CANCELLED? REFERENCE NUMBER: ***

I app**** for an MTN contract online on 13 January 2021. A consultant called me on 14 January 2021 and confirmed the details and said I would get confirmation of the order and be required to send all of the application documents (ID, payslip, bank statements, etc.). I never received an email or sms and when I went online to check the package I realised that what had been said to me telephonically was not what I had ordered online. Why do you have the facility to request a phone and then not get it? I called 135 to find out and they told me that the online orders are outsourced. I had been on hold for 40 minutes and sent to contracts only to be told it was not part of MTN? This was odd to say the least. I could not find any numbers for “Rewardco” and could not cancel or change anything with them. I then emailed Customer Care to cancel, got a reply to ask for my ID Number and then no further replies even though I emailed them for feedback.

I then took time off work to go in Store, which I did not want to do due to COVID, which was the reason I ordered online, only to be told I could not cancel in store as MTN online is not part of MTN store. The Consultant at MTN Castle Gate, Nathaniel, called Customer Care, Rewardco, etc to try and assist me to no avail. The next day Nathaniel called to say I must call the Rewardco call centre and he gave me the number. He also told me that my contract, which was cancelled in August 2019, was showing up as in arrears. I must also call the MTN call centre and go through to contracts and then Legal.

I duly made all the calls and was told by MTN that my account was not in arrears, they would open a ticket and update the details as when the term of my contract ended it was not renewed but on MTN side it was not closed in 2019. I do not know what this means as it seems nonsensical but nonetheless this was at least progress.

I then called the Rewardco call centre and was advised that I could not change the package to be what I originally wanted I would have to get the phone and keep it for 3 months and then change it. This was a bit ridiculous so I requested a cancellation. The Consultant said they had already dispatched but would note my cancellation and I must not accept delivery. I then got a call from DSV to say my phone was going to be delivered. I asked the Consultant to cancel my order as I did not want the phone anymore and she advised me that she would not send it out and it would be cancelled. I then got an sms from DSV to say they are trying to get hold of me and I am not responding. I then got a call from MTN to say that I am not responding and I advised them I wanted to cancel and they said that it will be cancelled. I requested written confirmation and was told it would be sent. To date I have not received any written confirmation that I have a contract nor have I received confirmation that it had been cancelled.

I then received a call on 22 January 2021 from MTN to say I was eligible for a Contract. I said I was away in Durban and would go in store to apply again when I am back.

On 30 January 2021 I went in Store again and was told that the contract is not cancelled. Nathaniel at Castle Gate was on the phone for about 30 minutes trying to sort out this whole drama with no success. I got home and called 135 again and they do not have a record of me applying or having a contract since August 2019.

I am absolutely horrified that MTN online is not the same as MTN store and that a Third party has access to all of my information but I, and MTN store, cannot cancel the contract. The only reason I want MTN is because the deals are cheaper than Vodacom and Cell C has no signal. But this level of incompetence is beyond my comprehension.

The CPA is clear in the fact that there is a cooling off period and I honestly believe that my Consumer Rights have been infringed here as I have tried to cancel this contract, nothing has been received and yet I am unable to do so. I did not sign an agreement and I cannot cancel the agreement. I could only get hold of the Call Centre once when I called to cancel and I cannot get hold of the Call Centre for “Rewardco” now as they never answer. I thought I ordered from MTN as that is the website I ordered from. I cancelled the agreement with Rewardco, MTN and DSV and yet I still have a contract pending that MTN call centre has no record of when I called them today?

All I want is a simple contract as my current phone needs to be replaced and this has turned in to a labour intensive struggle to obtain.

Can you please investigate this and let me know when my account has been cleared. My call today was REFERENCE NUMBER: ***.