Shocking "service" from MTN... they just ignore you!

Back in 2020, I took up a contract for a sim with mobile wifi device. The store didn't have the device in stock, so they arranged for it to be delivered. A few days later, they delivered the wrong thing. It took about 3 weeks of emails and phone calls for them to finally fix the issue and swap out the devices.

Fast forward to May 2024, when my account manager contacted me to discuss upgrade options. I then discovered that since their initial stuff up in 2020, they've been billing me for TWO contracts instead of the one for which I signed up. I emailed the account manager to ask that the second contract be cancelled and my money refunded. She proceeded to ignore my request. Eventually she rep**** to my several follow ups, telling me to foward my complaint to the customer care department, which I promptly did. I received an automated response with the reference number and a promise that my complaint would be resolved within 24 hours. It wasn't. Instead, they gave me the silent treatment.

I followed up on several occasions, and they eventually responded on 4 June 2024. They instructed another department to cancel the contract and asked me if I notified them of the "billing error" within 30 days of their error commencing. I responded that I hadn't, but as per the consumer protection act, I was not under any obligation to do so, and that they are still obliged to process the refund.

My mail remained unanswered.

I followed up again on 11, 13 and 20 June 2024. Every email has remained unanswered. I have also tried calling them on several occasions, but they never answer the phone. You sit waiting for hours listening to their elevator music on repeat.

It really looks like no one works there!