Pathetic customer service from MTN

I cannot express how disappointed I am in the service received from MTN.

I received a home WiFi sim and a ZTE MF286R router on Friday the 25/09/2020 however since then it hasn’t been working. I tried calling Friday 25/09/2020 to activate the SIM card however I was told that the activations department had already left for the day and was provided with a contact number to call. I called Saturday the 26/09/2020, however the auto answer machine advised that the call centre is closed. I tried calling again on Monday the 28/09/2020 and was told that there is nothing wrong with the sim and it shows it’s been activated. I tried using the sim however it did not work. I tried calling mtn from the same sim and it did not even ring it just showed call failed.

I called the call centre again on the 30/09/2020 after numerous attempts since none of the contact numbers work any longer. I had to hold for a really long time when a consultant finally answered I was told that the SIM card shows it’s been activated already. I then requested to be transferred to cancellations as the sim does not work at all and no one is able to assist me with it. I spoke to a very rude consultant from retentions/ cancellations who told me that she will transfer my call to the consultant who opened my account as she cannot cancel a new contract. I held on the line for an additional 10 minutes when she eventually came back to let me know that she can’t transfer my call and I have to call myself.

She refused to let me speak to her manager and cut the call before providing me with the correct contact number.

On the 01/10/2020 I went into an Mtn store at Campus square and was told that they cannot assist me with cancellations only the direct store can do that in Cresta. I then went to the Cresta store immediately and was told by a very rude employee who’s name is Mubanga that they cannot assist me with cancellations for contracts taken online and that I have to call the call centre. I advised him that I have called several times and could not get any assistance. They then gave me a prepaid phone to call which took about 20 mins for someone to actually assist me. I was told that the contract could not be cancelled over the phone and that I need to go to an Mtn direct store. I advised the consultant that I was at an Mtn store and they told me that they cannot assist and that the only direct store is in Fourways. After that I decided to go to the 2nd store also located in Cresta. I eventually got assisted with the cancellation and was told to bring the router and the sim to that store. On the 03/10/2020 I went back to the Mtn store and gave in the router and sim. I was provided with a tax invoice and a reference number and a contact no. For Rewardsco

I called Rewardsco on Monday 05/10/2020 I spoke to a consultant who then put me on hold and dropped the call. I called back and was advised that the items were booked in at the manufacturer I was then advised that the cancellation is being processed and that I should receive feedback within 7 - 14 days.

I didn’t receive any feedback or response and my account was debited on the 21/10/2020. I then did a reversal of that amount and on the 21/11/2020 my account was debited again a double. I then did another reversal. I called to follow up on the cancellation and was told that the matter was escalated to Mtn.

I called multiple times from Oct -Dec 2020 and heard the same response that my matter was escalated. On the 10/12/2020 I called once again and spoke to a consultant named Nico Perumal who advised that he will personally follow up on my cancellation and provide me with feedback and till this day it has not been done. I requested for him to cc me in the email to his manager, he refused and said that he is not allowed to do that. Him and multiple other consultants told me that they will be escalating my cancellation to Nomvulo to contact me and I have not received any kind of communication or feedback to date.

I sent a follow up email to Nicolin Perumal on the 14th Dec 2020 and did not receive any feedback.

My credit score is being affected negatively due the reversal of the debit orders. My money is being ****** by Mtn as I am getting debited for a contract and products I don’t have. MTN are a bunch of ****** who provide pathetic service to their customers. I would never ever recommend it to anyone. All they know how to do is make one struggle to get things resolved. How I am being treated is disgusting to say the least.

I WANT THE CANCELLATION PROCESSED IMMEDIATELY!!! AND I WANT MY MONEY REFUNDED NOW