SHOCKING CUSTOMER SERVICE!

I am writing to express my dad’s & extreme dissatisfaction with the service we have received regarding the expiration and billing of our contract.

As previously communicated in November 2024, and reiterated via SMS and phone calls made in December 2024, we expressed our intention to proceed with the expiration of our contract, which would have come to end in December 2024.

Despite this, I was debited on December 10th 2024, which was not our normal debit order (we usually are debited month end) I was advised by a consultant that this should not have occurred and yet nothing was done or explained. Furthermore, in January, after confirming our intention to let the contract expire, we were again debited. We immediately contacted the bank to reverse this payment. Our SIM cards were then suspended—an utterly unacceptable action given that I was not even receiving the service that we had paid for.

Now, over a month later, after countless calls and promises from their team, I still have received no resolution and no feedback. I have been repeatedly passed from consultant to consultant with zero progress. Most recently, consultant Lusanda Dyantyi (call reference number ***) assured me I would be transferred to a manager the call was dropped whilst the agent attempted to transfer me to a manager and no one bothered to follow up! I then spoken to Philisiwe Ndamase (reference number ***), who failed to assist me and simply promised yet another manager callback.

To say I am disgusted with MTN’s service is an understatement. This is completely unacceptable for a company that we have been loyal to for over 30 years! Is this how you guys treat your customers that are requesting for assistance? I would not recommend MTN to anyone due to their lack of customer service!