Pathetic & failing service by MTN

I am an existing client of MTN for ages and have been religiously paying all my monthly debits without any fail. My biggest issue that I have with MTN is that they contacted me in October 2020 upselling product which was for a 24 months DATA contract. The lady stated that the contract is cancellable within 10 days [if my memory serves me well] of receiving the package without any penalties. I received the package via courier and I requested a cancellation of the offer via email on time [also in October 2020]. My instruction was acknowledged by MTN and confirmation that my request was being dealt with. To my surprise MTN started to debit my account extra and when I queried via their call centre, I was told by the agent/s that the additional contract was never cancelled and that I was gonna be charged penalty fee should I still wish to continue with my cancellation.

Due to inconveniences caused which eventually affected my pocket financially, we came to an agreement with one of the MTN call centre agents [Snegugu Makhathini] that I can reverse the 2 x months debits that were incorrectly debited and pay in manually the correct instalments. After having done that, MTN then decided to suspend my line on 14/01/2021 to date. Now I am seating with two frustrating issues with MTN. 1. For ignoring me since October 2020. 2. For suspending my line, losing important business & private calls during the COVID-19 situation.

I have been asking the company [MTN] numerous times as to why my instruction was never attended to or honored at the time when I requested for the cancellation - No one is really prepared to give me a reasonable reason to my simple question, in fact all the call centre agents are ignoring me, this includes Kabelo Hlomuka from their [MTN] Retentions Dept. MTN store manager [Kgomotso Matlakala] in the Northgate Mall.

This is one of the practical examples that the giant MNT do not at all care about its clients especially the small ones.