Pathetic service

Re: Expired Black Friday Contract

I went into the MTN store(Liberty Midlands Mall) in November 2023 as I had received an SMS from MTN stating that if I do not upgrade/cancel my contract in November, I would be charged out of bundle rates, which was +/- R1500.00. The consultant at the store went into my profile and advised me that my contract was only ending at the end of January 2024, and I didn’t have to worry about the SMS.

I then received an SMS on the 13/01/2024 which stated that my contract has ended, and billing is changing from R288.91 to R1580.87 on a month-to-month term. I went into the store on the 14/01/2024 to query this and the consultant logged a query. He had even stated that he cannot understand how my contract has ended on the 11th when I had only taken the contract out on the 27/01/2021. He advised that this contract has already started billing out of rates and we cannot do anything until there is feedback. I went back into the store on the 21/01/2024 to get feedback to which, there was none available.

This matter needs to be resolved ASAP as I am not willing to pay this amount for the contract and surely MTN was meant to send out some sort of communication to advise when exactly the contract was ending and when I would need to upgrade/cancel the contract to avoid this issue. Furthermore, why was I not informed in November 2023(when I went into the store) that they could upgrade my contract as they had the black Friday deals going at that time and now, I have lost out as no deal has been created for me as it was in the past.

I have been a loyal customer with MTN for quiet some time. I have taken out 2 additional contracts, recently. Surely this is not the way for a customer to be treated.

Someone on MTN’s side has not done their job correctly, and I will not be penalised for such!!!

If this matter cannot be resolved, kindly send through written correspondence via email. Please bear in mind, I have not signed any documentation to allow MTN to debit my account for this amount(for this specific contract). I will be taking legal action.