Pathetic customer service

I was unemployed from October 2023 up until August 2024, therefore I was unable to pay my contact. I don't receive emails from MTN. My number has been blocked due to non payments so was unable to calll them (as thier call centre num doesn't work from a different network) when I logged into the app I saw an outstanding amount of R20k which I knew was not possible. I am currently employed and my working hours is from 8-6pm and only get home after 7pm. On the 14th of October I was able to make it just before 7pm at an Mtn store to query what was happening on my contact. I arrived at about 18:55pm As I got there the doors was closed. I called the consultants inside. A man named Johannes came to the door to tell me they are closed. I said but your sign on the outside says you close at 7pm. He advised that they close at 18:30pm as they get the permission from MTN and the mall due to *******s. I could not understand and explained to him my working hours and that this day is the only day I got home before 7 and rushed to the store as I know the store closes at 7pm. I was not aware of the mall and MTN's exceptions. He refused to assist me as the store was closed already. I advised him then to change his sign on the door as it is misleading. On the 18/10/2024 at around 18:20pm I arrived at the store. Johannes assisted me again and went through my account just to see that my account has been terminated on the 15th October. I asked him if he could assist to reinstate it as I have a job now and am able to pay it. He advised that once the contract is terminated there is no reinstating it again.

I explained to him that I was here two days ago and he turned me away. If he had assisted me my contract would not have been terminated now, because I was there before the stores closing time. Not the malls rules and exceptions. He said I was too late because they were closed already.

He said I can try and contact the legal department myself because they won't assist him. But the only way to contact them is on the 083 135 number. I asked him if he could please log a call with MTN to reinstate from his side, as he gave me numbers that does not go through on any network. And my MTN number is blocked. He said no I need to do it. I asked if I could call from the stores phone. He advised that they work from Monday to Friday. I rep**** with today is Friday. He said yes during working hours. I asked him what is the working hours as not everyones working hours is the same as per the sign outside. He said from 8-4. I asked him for an email address. He said he can't give me one as the legal departments email address is for internal use only..

So my question is: I was at the store before closing time and I was sent away. I managed to get to the store before "the malls" closing time, but it was too late as my contract was terminated already. I asked for assistance to log an incident, I was turned away as above. So who is in the wrong here?

I got frustrated and told him it's like he does not want to assist me as I am asking for help and he just gives me road blocks.I had to beg and fight for the customer service email address.

I sent an email to Mtn on 19tj October with my above plead to assist me.

I received a response on the 23rd asking for my Mtn pin and ID num to which I responded.

On the 29th of October, 7th and 11th November I requested feedback. On the 17th they responded advising me what my outstanding balance is and that my contact is terminated and bank details where I need to make payments to. I responded pleading with them and explaining again that I need my number activated and need to continue with the contract. On the 27th November I requested feedback and up to date no response from them.

I am really and truly disappointed with the pathetic service from MTN.

I cannot believe that this is how us as customers gets treated. You make the means to get to a store to get assisted just for them to turn you away and lead you to a dead end.

I refuse to accept that I cannot reinstate my contract as I was at their stores before closing time and before my contract was terminated. They turned me away and refused to assist me. If there was a sign with the Malls/Mtns new closing times I would understand and accept it. It's really a pity that I really need my number activated or else I would gladly part ways with them.