Ridiculous Service - Upgrade Cancellation

Date of Incident: 27 September 2017

So after after battling for about 2 months to get my cellphone delivered after I upgraded via the MTN Retentions centre, I decided to phone in to complain as I had still not received it after various promises and excuses of the problems they were having at their warehouse.

I phoned in and spoke to a lady by the name of Nthabiseng on 27 September 2017. She was more than happy to assist me in resolving my issue and in so doing, the pointless upgrade that had me paying for a phone I never received for 2 months was cancelled and she assisted me with a downgrade to a sim only package.

Because the debit order was already due to go off at the bank, they were unable to adjust my debit order amount for October 2017. I was therefore once again debited for a contract and phone I did not have, but she promised me that she will arrange for the difference to be credited to my account so I left it.

Much to my surprise, I received an invoice for my November 2017 debit order that not only did not include my refund I was promised, but they still wanted to debit me for the more expensive contract, that was cancelled (with confirmation in writing)!

I then phoned in to the contact center on 01 November 2017 to log a query for the incorrect invoiced amount to be fixed before my debit went off on 07 November 2017. I was advised that this will be sorted out within 48 to 72 hours and received my reference number 1- ********** 2834.

As today is the 7th, I phoned in to find out if my query had been resolved as I have not received any feedback. Much to little surprise, I was let down once again as the query has still not been resolved and now I will be debited for a 4th consecutive month for a contract and phone I do not have.

I have been a client of MTN since the age of 20 and never in my life have I ever received such bad service as I have received in the last 4 months. This has just absolutely become pathetic.

I don't know how much patience they expect their customers to have, but surely 4 months of problems and patience is just absolutely ridiculous!