Pathetic service delivery from MTN

I have attempted to cancel my MTN LTE contract at MTN since last month after the contract has run its course and I’m on a month-to-month basis since May 2024.

In their verbal communication said by one of their agents, to cancel a contract you have to give 30 days notice in order to cancel. I have sent emails to customer service of MTN static that I want to cancel my contract. Fica and ID were requested from MTN over email, which you cannot ask someone to provide according to the POPI Act. I stated that I am not sending my personal details like that over email and asked for an agent or someone to please call me back. The response given on the last email was for me to call and state my query on a call. The ironic part is that there’s no cancellations department or option that you get to choose when dialing 081 135.

After not getting any other response over email, I went to an MTN store. Tygervalley to be specific. I asked an agent to help me cancel my MTN contract. Her response to me was: “You should rather call, because we’re very bad on email”. One of your own employees claiming that you as a company is very bad over email? After all that I’ve just stated above and the call frustration, not being able to get through to a solution or on email - what should I do?

So, after calling yet AGAIN, I’ve decided to select the ***** department and then the agent to transfer me to the cancellations department. This too was a very tiring and pathetic process, because I’ve been transferred about 5 times within the call centre or customer service department from agent to agent and it seemed no one knew how to transfer or how to help.

Along with this, keep in mind that you get asked security questions time after time before they can actually assist. After those 5 times, eventually some sort of cancellation process got started but then only to find out that my cancellation is set to only get cancelled on the 24th of next month. A month later. I have given 30 days notice; last month I’ve requested that my LTE product be cancelled already, and on top of that I need to pay another month in full while not using the service and the service I do not wish to continue with.

How is this at all ethical or okay to do for a company? From requesting personal information to be sent over email, to your own employees acknowledging that you as a business is “very bad at handling things over email” - how do you expect us as customer have any confidence in you as a brand if this is what they live by and acknowledge? You cannot retain customers, advertise products, claim that you have customer service but do not utilise it and think customer first? This is absolutely pathetic and unacceptable!