Please assist!!!!!!!!

Good morning

I went to Sandton city ( 90 km from my house as this was the only place I could find with a router) on 8 April to take out a month to month 1000gb wifi package. I took the promo booklet along and we agreed upon R959 per month to be debited on the 4th of every month. In store there was a problem loading this package and Ruben (who appernatly works in the MTN training dept) and Sibongile assisted me and after about 4 hours the told me the issue had been sorted. I paid for the router, another problem came up with the 1st month free that was advertised in the booklet, they said the month of April would be free and the only payment I needed to make was for the router. I asked when the next debit order would be, I was told on it was going to be 4 May and the amount would be R959. I was told to signed the contract but was not given a hard copy as the system went offline.

On 4 May the debit did not go off. And I recieved and sms on 5 May saying that the debit order of R1410, 50 failed. I call customer care and the consultant I spoke to told me to go instore and fix the problem instore, I asked the consultant for a breakdown of this acoount and was informed that the package that they put me on was actually R2060 pm. I called the store and spoke to the store manager Francina who said she would log a complaint to fix the problem, and that she would get back to me, 6 May I heard nothing from her. 7 May I again drove to Sandcity city and sat down with Francina and again explained the situation. She said she would log 2 complaines. the 1st to sort the over billing of R 450 on the bill and the 2nd to fix the monthly rate of my package. Again I was promised the she would get back to me and there was no need for me to drive in again or call the store, she said she could only log 1 complaint at a time and would log the packaage price issue as soon as the billing issue was sorted. and that after 48h she would call me with the 2nd ref nr. I Paid the R959 instore and was told my line would not be disconnected:

Y'ello! Thank you for your payment of R 959 towards your bill this month. The outstanding amount of R 451.5 is due on 04/05/2021. If you have any queries, you can contact us on ***.

1st complaint ref: *** 5 logged 7 May 2021 Recived an sms 11 May : Dear Customer,Your query *** has been closed. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day.

I eventually got a hold of her and she said the 1st matter was solved, she gave me the next ref nr: *** to fix the package price.

On 13 May I recieved strange sms saying payment method has been changed Dear Customer,Your query *** has been opened. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day.

I tried several time to contact the store but got no answer. I then called called cutomer care to sort out this problem. T he lady I spoke to, Ayanda send told me the payment method was a system glitch and nothing to worry about. As my bill on my app still was saying that I was over due I asked her to please check the reason why. She told me that the previous complaint was closed dueto not enough information given by the store. I the explained the entire story again to her, she asked me to email her the promo book I got the pakacge in and I did. she gave me 2 ref nr again

Dear Customer,Your query *** has been opened. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day.

And

Dear Customer,Your query *** has been opened. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day.

Today 17 May 2021 i recieved another sms:

Y'ello! You need to pay MTN or your services will be stopped and it will hurt your credit rating. Please pay R 451.5 in-store or via your bank. and use billing profile BA*** as a reference. You can find the banking details on your invoice.

Please assist in sorting this out. I need my line to be able to work.

So this email was send on 17 May 2021 today being 20 May 2021 and still no effort from anyone, except for the very nice customer champion whom told me that someone did try to call me ( With no recieved or missed calls from my side, PS and yes I do have better things to to with my time other than to keep on calling MTN, ans PSyou have my email aswell) and was then transferred to a lady whom at 15:00 went to collect her kid at school. Wow mtn I am amazed, then at 16:29 I called your service help desk again and was told if I called her agian she would not answer. Oh and of course the she had knocked off, but God forbid that a customer should get angry or upset and call out the BS of actually delivering a service. Ok so lets call the store again, no Francina is OFF today. But lets try once more and call 135, ask to speak to a service champion our system is offline call back in 30 min.

So from what I can gather it should take about 24-48 h turn around on complaints. 336h and counting

So now i ask of you is there actually someone in your company that is able to log onto your network, whom is not going to tell they will escalate the problem, whom is not driving to school or whom is not OFF anf whom will actually assist me until this problem has been solved? OH and does have a direct line because taking your word on a call back is just not good enough