POOR SERVICE FROM THE MTN TEAM AND NO FEEDBACK FOR MY CASE.

I HAVE AN ONGOING COMPLAINT AND I HAVE EXPERIENCED NOTHING BUT POOR SERVICE THROUGH OUT MY JOURNEY WITH MTN.

To whom it may concern

I am writing to you regarding a complaint I previously submitted to MTN Customer Service on 01/08/2024, but have not received a response. I am hoping you can assist in resolving this matter.

The details of my initial complaint are as follows: On 13/06/2024, I visited an MTN store to inquire about a contract for an Apple iPhone 14 Pro 256GB. I was advised that the device was out of stock or discontinued, and the store advisor then offered me an iPhone 15 Plus. Unfortunately, the experience I had on 20/06/2024 when I went to return the device was far from satisfactory:

1. Cooling-off period: I was not made clear of the cooling-off period for returning the device, and had to research this information myself on the MTN website.

2. Device return: When I went to return the device, I was told that I could not return an opened device, even though the store advisor had opened it to show that it was undamaged. Additionally, they instructed me to put the device in my own bag for safety purposes, which is not in line with their standard return process.

3. Billing: I subsequently noticed a R1900 bill generated on the MTN app, which I was not made aware of any prorata when the contract was signed in the store.

I have not received any response from MTN Customer Service despite my initial complaint and follow up email on the case reported to them. I have also tried contacting their customer service team over the phone and they were blatantly dismissive and were not helpful at all on the matter.

I would like to request your intervention to help resolve this matter. I expect the following actions to be taken:

1. The device should be returned at no cost, and the full refund processed within 5 business days.

2. Any incorrect charges on my account should be reversed, and I should only be billed for the actual SIM card allowance used or entire contract to be cancelled.

3. A goodwill credit should be app**** to my account to compensate for the inconvenience I have experienced.

I am hopeful that you can assist in getting a prompt resolution to this issue. Please let me know if you require any additional information from me. Thank you for your attention to this matter.

Sincerely, Xolisa