Shocking service MTN

Good morning MTN

I am absolutely disappointed and frustrated with the service I have received, as both my husband and I have several contracts with you.

This morning I spoke to 4 of your agents, who chose not to help with my query., but transfer me over and over to someone else and give me a total run around. I have spent the last 2 and half hours of my precious time this morning on hold and talking to *********** agents who do not take any accountability and show commitment to helping your clients.

I was most disgusted after speaking to an agent who told me "we are not MTN, We are ignition group and she will not be able to listen to any call recording, you should call Mtn for that". I asked to speak to her supervisor and I will request that they listen to the call records and escalate this... and she refused. She was absolutely rude to me, she said "I heard your whole story........can you let me speak" then she continued to repeat her template response that I should pay. She was absolutely unprofessional it is shocking. I told her I dialed 135, this is the MTN Line, it doesn't matter who she works for, she is contracted by MTN to service us MTN clients, it's the same umbrella. She then transferred me to an agent in JHB who works for another outsourced company. This agent heard the query and then said, the previous agent was supposed to get her supervisor to listen to the call recording and send Mtn a credit note to solve this problem. He then told me he is going to put me on hold and speak to a supervisor to transfer me to.. But I was transferred to another agent who told me, we do not have any access to help you here.. Please call Mtn and ask for retentions again!!!! They will need to escalate this for you.

I then called 135 again, was in a queue on hold for 25 minutes, before speaking to Carmen who asked me to send a formal complaint to this email address.

I am at the point where I would like to cancel all business with MTN for entrusting *********** and irresponsible agents to service us clients, where they say things over the phone on a call recording z but do not follow through!

There are several providers who can offer me a simple data contract or prepaid service, I do not need to encounter such frustrating service failure.

Can this please be escalated to a supervisor to listen to the call recording and look at the facts below :

The problem: 1. I had a 2 year data contract (sim + router) for R499 per month.

2. My contract ended in August 2022.

3. Mtn (RewardsCo) called me in the last week of August. The lady informed me my contract is now ending on 30 Aug, can she offer me another contract. The new deal was R299 for 130 or 140 GB data day and the same for night data.

I told the lady I was actually going to call in to cancel this contract and was going to look for something cheaper, but was unwell as I am pregnant with morning sickness. My baby is due in December and I'm currently unemployed since February 2022 so I do not wish to take on another contract at this stage.

I told her to please cancel this contract for R499, I'm definitely not continuing with this and she can call me back in a day or so and I will discuss the R299 package with my husband and then let her know if I will be taking it. She did explain she was just about to go home at 6pm and she will call me in a day or so. She did tell me that if it goes to the new month the same promo may not be avail, she cannot guarantee I would get the same, but will call me.

4. Unfortunately I didn't receive any calls from her over the next week and a half regarding the new promotion. I was under the impression that my old contract was canceled.

5. I called Mtn around the 13th/14th of September. I told the agent at customer service I would like to take the promotion offer of R299, but the previous lady didn't call me back.

The customer service agent told me, your countract has not cancelled, it has been changed to a "month to month" for R 999 per month!!!!

I was shocked at what I heard, and explained that I asked the agent to cancel the old contract!!!

I was then transferred to the retentions department. I spoke to a male agent. He heard what happened and assured me not to worry, he will put me on the R299 package that was offered to me, and I explained that I cannot pay R999 as I am unemployed and informed mtn of my cancelation. He assured me that I will not be paying for that month to month contract, he said I will be on the R299 package and pro rated for the month. I asked how much I would be debited for and he said it will be a very minimal amount, much lower than what I'm paying for right now.

I was happy that I was understood and now on an affordable package of R299.

6. I noticed on the contract he emailed me it said I get 50GB a month and not 140GB day and 140gb night. I tried calling back to check the details of this new contract, but was left on hold for a long period and couldnt stay on.

Can you please confirm the data for this new contract of R299. If it is not 140GB day and 140GB night I would like to cancel this. 50GB is not enough for my needs.

7. In the last week I have had no internet connection on my sim or router. I called in today. The first customer care agent told me my account is suspended as they tried to debit me for over R1100 on the 1st of October!!!!

I told her the entire story above and was not expecting a debit that high, as I was not supposed to be billed for the month to month contract of R999.

She didn't understand, I was then transferred to retentions, but spoke to the *********** and rude lady who says she works for ignition group and not MTN. I asked for her supervisor and to escalate for someone to listen to the call records, she refused!!!

I was then transferred to Mpho In JHB (another outsourced Mtn service provider), he advised that the agent was to escalate to the supervisor, listen to the call records and send MTN a credit note to take out the R999 contract I was billed for. He acknowledged that I was incorrectly advised by MTN Agents and given the run around here and nobody has take any responsibility or followed through on what I said as a client.

He was going to get a hold of a supervisor at ignition group to transfer me back and get them to help. But when I was transferred it was to just another normal agent who said she can't help, she said I must call Mtn again on 135 and ask for the retentions dept. I explained to her that I am on the same line 135, I just came from retentions? And going in circles here. I asked that she transfer me, but she said she could not? This was a joke!!

This is when I called in again, waited in the queue for another 25 minutes and then was put through to Carmen Maistry. She assisted me by providing the complaints Email address.

I am not liable to pay R999 contract, I cancelled in August with your MTN agent who called me.

I should be billed on the R299 package as I was told I would.

Please can you resolve this account as this was to be done by your MTN agents and I as a client should trust that what your agents say is true.

This morning was a waste of my precious time talking to people who gave me different answers to the same query, there is inconsistency and incompetence leading to service failure and an unhappy client where both my husband and I and several family members can take our business elsewhere.

I am tired of calling 135!!!!

Repeating this nonsense to every agent!!! Who only seem to know how to use the transfer button!!

The lady from ignition group should be fired for her arrogance and disinterest in doing her job to listen and understand my query.

Resolution needed here:

1. Remove the billing done on the R999 contract.

Billing should have ended on the R 499 contract and continued straight on the R299 contract.

2. Please clarify that the new R299 contract should be 140 GB Day 140GB night. As the contract emailed to me says 50GB.

MY CONTACT NUMBER IS ‪***‬.

PLEASE DO NOT CALL THE MTN NUMBER YOU HAVE ON RECORD AS THIS IS IN A ROUTER AND NOT RECEIVING CALLS.

I have sent an email to Mtn complaints.. But have not heard anything back since this morning.