Pathetic MTN

Dear MTN, I am absolutely disgraced by the utter incompetence of your call centre staff, as well as your ********* business practices! My Top Up contract has been exactly R599 a month (after VAT increase the repayment amount was R 634) for the last 2 years, yet this month you deducted nearly R1000. Upon phoning your call centre this morning I was told that I opted in for extra data and free minutes, which I have never app**** for nor asked for it. The agent was adamant that I app**** for this and that there was proof on the system. She later then said that an SMS was sent out, where I had to reply with no if I did not want the extra minutes or yes if I would like to take up the offer, I never read any SMS's that you send because they are clearly always SPAM, let alone reply to them for fear of being billed extra for value added services which you clearly so easily add onto existing contracts. The agent confirmed that I didn’t respond and MTN assumed that I would like the offer. I don’t want it – I never wanted it – NEVER!

Fast forward 4 calls to different agents, all with different stories, and with the last agent finally admitting that there is in fact no proof, no SMS, no recorded phone call, not application on the website or app, and MTN in my opinion clearly contravened the National Credit Act by applying this increase without doing the necessary credit checks. She was also very quick to say that there is nothing that can be done, because it is my word against that of MTN and that it can’t be rectified backdated.

I am now trying to cancel this ******* contract and end my services with MTN, and move to another provider, and not one agent can give me the buy out amount, and all my calls to the cancellations department have gone unanswered after 30 minutes each time, and according to the agents they are not allowed to give out the direct number.

In my life, I will never make use of your services again, I will also be taking this matter further, seeing as though it is my word against yours, you are clearly the party that will have to supply the proof that I in fact asked for value added services, it is after all a service that has to be opted in to.

Twany Bekker **********