Poor Service

I'm writing to express my disappointment and frustration with the service I've received from MTN. My contract expired last year, and I contacted the call centre to request cancellation of one of my phones and to inquire about upgrading the other. I was not informed that failing to upgrade within a certain period would result in a R150 fee.

Recently, when I visited the store to upgrade my phone, I was told that I would have to pay the R150 fee. I'm extremely dissatisfied with this hidden cost, which was not disclosed to me when I signed my contract or when I contacted the call centre.

Unfortunately, this experience is not an isolated incident. Over the years, I've encountered numerous disappointments with MTN's service. For instance, canceling my late dad's contract was a hassle, and receiving my home router and portable router took an unreasonably long time. Furthermore, when MTN upgraded their system in 2***, I was incorrectly charged R500, which I was promised would be reversed. To date, this refund has not been processed.

These experiences demonstrate a pattern of poor service and treatment from MTN. As a loyal customer of over 10 years, I expect better. I hope that you will take my complaint seriously and take immediate action to resolve this matter.

I would appreciate it if you could look into this matter urgently and provide a clear explanation for the R150 fee. I'm considering shopping around for alternative service providers, but I'm hesitant to do so because my mother relies on MTN for her phone service.