POOR SERVICE AT MTN FOR A 92 YEAR OLD PENSIONER !

I am writing up and down to customer care MTN without my complaint being resolved.

I am 92 years old and my contract with MTN is almost 70 years! I am only a pensioner and I have never expected MTN to handle this with no consideration of my age and my needs.

I started complaining with MTN customer care in August 2021 because we did not have any "network service" Customer care sent me up and down to departments without any success. I keep on paying my account though I had no service.

I went to MTN stores (in George and Oudtshoorn) 4 times (108 km from Calitzdorp - have to pay someone to take me because of my age cannot drive myself)

Their advice was that I must contact "Coverage" because they can't do it from the store. I told them that I can't phone because I have no reception on BOTH of my phones. They advised me to send an email. So I had to pay someone to send numerous emails.

"Coverage" responded with emails like "Please reboot the device and test your services now" (15 December) "There is no fault found on the serving cell and site/tower." (17 December) "Kindly note, a coverage complaint has been logged with reference number *** - please allow 5 working days to receive feedback" (No response in 5 working days)

In December I stopped my payments because I am paying for "no service" . I asked for cancelling this contract from that date and repeated my request on 14 January again. MTN rep**** that I can only cancel the contract if I am willing to pay for early termination (without receiving any service!!)

On 18 January I sent an email back to say that I can't pay for early termination because I did not get any service from August 2021 - the reply from Boipelo Phiri was that I have to send an email to retentions !!

On 18th January Carmen Wentzel sent me a mail stating that my complaint was escalated to Retentions/Cancellations department and they will contact me with feedback. I did not get any feedback.

I went into the Oudtshoorn MTN store on 19 January and the lady said I have to phone "Coverage" . I explained my complaint again to her and that I was tired of going up and down.. She was kind enough to phone "coverage" from the store and let me speak to a consultant. Due to all the reference numbers of complaints the operator chooses one and reports the complaint.

On 19 January Mnr Andre Ellis reported back that they are investigating the coverage and on 21 January he sent the feedback with a cancellation letter stating that there is no service.

On 26 January I sent an email to Retentions/Cancellations department with my letter from Mr Ellis for the cancellation. They rep**** on 27th January requesting information from me. I sent the information on 31 January to Retentions/Cancellations department. Then AGAIN NO REPLY !! On 2nd February I asked for any report of progress. On 10th February I AGAIN wrote to Customer Care to find out what is going on. I gave them my Vodacom number (which I had to buy in the meantime) to respond to me. Directly after sending the message I tried to phone the retention department. I talked to Michal - he put me through to the billing department because he cannot cancel the contract if it is not up to date. The billing department wants to put me back to the cancellations/retention department because they cannot do anything if the contract is not cancelled. Up and down again AT MY EXPENSE AND PENSION MONEY. I asked the lady to talk to a supervisor. She PROMISED that a supervisor will phone me within 24 hours. NO RESPOND !!!

Before typing this message, I sent another mail to ask for any response. I am very sure not to get any reply again.

All the referenced numbers given for my queries : ***9054 *** ***