POOR COMMUNICATION

Been struggling to cancel my contracts since December 2020. I was given an option to upgrade my one sim and was told i can cancel within 14 days. I called in to make the cancellation as I was not interested in the Sim only upgrade and was told the call centers did not have the new systems and I was advised to go in store to make the cancellation.

I went to MTN Vangate Mall in December, told the lady to cancel the upgrade for me and plus cancel my other contract as well. I paid the outstanding balances plus a cancellation fee.

In January my husband and I received the data and minutes etc and I called in again to the call centre and they told me our contracts were never cancelled. Since then MTN has been such a hassle especially taking more than 40 minutes to get through to them in the first place. We have been paying our month to month data packages and rather decided to go for an upgrade instead.

I went to the MTN branch in Kenilworth Centre 02/03/2021 and Jamiela assisted us who was extremely helpful. She advised us I am eligible for the upgrade but it would not go through. Not long after I received SMSs stating my contract has been cancelled.

Why was my cancellation only put through after I decided to upgrade?

None of this makes sense at all.

and Jamiela also advised us that the my husband now has the upgraded sim contract which we cancelled in December!

Please contact me ASAP as we did not want the SIM upgrade at all which is what we told the guy as my husband wanted a phone deal for his business instead.

I was on the line for an hour and a half and nothing has been resolved.

CONTACT ME ASAP!