Pathetic service from MTN and agents

Pathetic service from MTN and agents

I received an sms advising that I qualify to upgrade on the 3rd December 2020. I went to the Lakeside Mall MTN and did the upgrade as I normally do when I qualify. Then I received a threatening statement that my contract will be cancelled due to no payment. I called MTN (16 March 2021) and they advised that the process for upgrades changed and that you must continue to pay for the old contract and new contract when upgrading, if this was explained to me then I would not have upgraded and waited for the term to laps.

I was told to call the MTN I upgraded and ask why they did not confirm this with me and I called spoke to Shirley who then apologized as she was not aware that it was in place as they did not even get training on this and was only done in March 2021, she confirmed that it was not explained to me neither noted on the contract I received when upgraded. I called more than 10 times speaking to different agents and I need to explain the whole story and I am now sick and tired of doing so (I have been with MTN for more than 20 years and never experienced such pathetic service). Then I spoke to Nadeema Ali – team leader who to date did not call me back. I then called spoke to Ryan who promised he will sort it out and communicated with me via email, and this still also was not done and to date no response was received from him.

Then on the 26/03/2021 Sandile called me (ref# ***) saying that Ryan was in a meeting and that he should contact me. I then explained the whole scenario again and he advised that he is going to call the store and speak with Shirley. He the calls me back saying that she confirmed that I was not advise of this process and that MTN as at fault and that he will be logging the call to the credit department who will credit my account accordingly. I then receive my April statement showing that the amount going forward was corrected but for months December – March the amount still reflects as owing and that they did not credit my account as they promised.

On Saturday 17 April 2021 I logged a complaint online on their website and yet I have not received feedback. I will not make any payments until my matter was resolved. If this is not resolved within 48 hours I will contact Carte Blanche,

Also note that I have all the recordings made to MTN as advised to the agents.

I can be contacted on the cell phone number I provided on numerous occasions or on email.