POOR SERVICE FROM MTN

Good day

On 202-04-27 I went to the MTN branch at Baywest mall. Here I ordered the 20 mb LTE home promo bundle. This is a month to month deal for uncapped LTE at 20 mb. After completing all the documents I was told to pay an upfront fee of R452-20 which is R53-20 pro rata for April and R399-00 for May. The contract number is ***.

On 2023-05-04 MTN then deducted a further R399-00 from my bank account. I then proceeded back to the store to query this with the same sales representative. I was provided with a reference number and told the matter will be resolved. A few days later i received an sms saying the matter had been closed.

On 2023-05-13 I again returned to the MTN store at Baywest. I spoke to a different consultant who logged a new enquiry. Up until now I have not received any feedback. REf *** refers.

I then contacted the customer care line on 083135. I first spoke to a consultant at retentions who then put me through to the billing department. Here I spoke to a lady and explained the situation. She then said she will help me, but then left me hanging on indefinitely. Eventually I hung up after 23 minutes of my airtime expiring without receiving any help.

I find this behaviour and treatment unacceptable and request that this incident be investigated. I am prepared to submit any statement as required to have this matter investigated departmentally by MTN. Not only is the double billing issue unresolved but I also received lousy service from the customer care consultant.

Regards Colin ***