Poor

I had a call from MTN Sales Office in Durban on 2 March 2022.

I was advised that because I have been with MTN for 30 years, I am rewarded with a special WIFI package, This will be cheaper than my existing one and the salesman quoted my existing package and all my information. He also asked all the correct questions regarding my security status. As a 76-year-old pensioner, I decided if I could pay less and get more, convinced me to get this new deal. I went to the hospital on 9th March and during this time the courier company phoned to deliver my new router. I notified them that I am in the hospital and asked them to contact me the next week, which they did. On the 16th March 2022, the courier company delivered my new router.

I went to MTN local office just to confirm that I'll only be paying for the new router, as I was concerned that the salesperson never explained whether the previous contract would be cancelled automatically. MTN local office confirmed that I would be liable to pay for both agreements. I requested that the latter agreement be terminated as it was still in the 7-day cooling-off period.

The MTN office then cancelled the agreement but said I had to return the router to the OR Thambo MTN Office, as they would accept the router and forward it on to the factory. I did all of this and at OR Thambo they gave me a reference number IRMS 777081, which I had to quote when I phoned the Sales Office Rewards Co to explain that the router was returned and quoted the above reference number.

I phoned MTN -135- and the consultants were extremely helpful and tried a few times to put me through to the Sales office in Durban, but had no joy. They gave me the Landline number and I phoned 4 times from my cell phone, at my cost, and not once did anyone assist me. I just kept on having all the prompts about the busy lines and eventually, after 15 to 20 minutes of holding on the phone just went dead.

I had one call where someone eventually answered the call after 15 minutes but I was told abruptly that they do not deal with this type of enquiry. I wanted to ask if they could put me through to the correct department but the phone was just put done and the call was terminated.

I do not know what to do and still do not know whether my agreement has been terminated. The service from the Sales division was shocking, to say the least. As a pensioner and older person, I do not understand all the terminology but I feel that this kind of service is dreadful. I have followed all the requests at my expense to ensure that the right options are followed but sorry to say the MTN Durban office`s service is poor, non-existent and the staff should be trained to deal with customers. I exclude the MTN Call Centre - 135!

Very unhappy pensioner