Poor client service

In January 2019 I app**** for the MTN Made For Me Large contract @ R399 plus the Huawei Y7 2018 @ R40pm for a total of R439pm which was the total shown on the "apply now" screen. The application was processed and I received the handset mid February 2019.

In March 2019 I was billed R990.61 - I immediately requested a reason as to why this amount (more than double the indicated amount) was deducted from my account. No response from MTN.

In April 2019 I was billed R841.29, again I requested a reason as to why these amounts were being deducted from my account. I finally received a response from MTN Customer Care informing me that two additional 2GB data bundles were loaded onto the contract. I immediately informed them that I had NEVER requested these data bundles and requested that they immediately remove the data bundles to which they responded on 24 April 2019 that it would be removed from my contract. I also queried when the erroneously deducted monies would be reimbursed to which the response was "We have redirected your query to Rewardsco for further assistance". This was the first time I found out that Rewardsco handled MTN's contracts.

The matter of remuneration is between MTN and Rewardsco, not myself as the client.

On 15 May 2019 I again was billed R841.29.

Following numerous emails to MTN and Rewardsco I received a call from Rewardsco consultant Thobani Nkabinde who telephonically confirmed that one of their sales agents had incorrectly captured my application. In order to resolve the matter I was advised by Thobani to return the handset to an MTN store following which the contract would be terminated and I would be reimbursed the full deductions for March to May 2019. The handset was returned, I received a collections number which I gave to Rewardsco and I was given a reference number for the cancellation of the contract.

On 15 June 2019 I was billed R298.85, on 19 June 2019 I was billed R500.00 and on 27 June 2019 I was billed R490.00. Three times in one month and nobody could explain why.

Numerous emails requesting an explanation regarding my reimbur*****t as well as the multiple deductions went unanswered.

On 1 July 2019 I again was billed R550.00. On 15 July 2019 I received notification that my contract was in the process of being deactivated and that an urgent credit request had been submitted for reimbur*****t.

This matter has eventually been taken over by Amanda Lubbe from Rewardsco who assured me that this issue would be resolved. The only progress made thus far is that credits for the months of June to September 2019 (I have no idea where August and September come in) have been processed in the amount of R1 092.00

To date MTN owes me an amount of R4 512.04 in total.

This morning (9 Oct 2019) a consultant from MTN's billing department confirmed that an amount of R1 092.00 was released which would reflect in 7 to 14 days....ridiculous for it to take that long.

Since the first deduction in March 2019 I've had nothing but poor/ non existent client service from Rewardsco and MTN staff. Requests and queries are often ignored and even when I am contacted telephonically I don't get the desired response. The fact that both service providers handle a client in this manner is utterly disgusting.

It seems that taking money instead of returning it to the client is the preferred business model for MTN and Rewardsco.