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Theresa W

1 reviews | Active since Nov 2016

30 Mar 2021, 07:32

SHOCKING SERVICE RECEIVED FROM MTN

I am so disillusioned with MTN at the moment that I would like to cancel all 4 of my contracts with them. I have been a loyal MTN subscriber for about 20 years but the service received in the last 4 months leave much to be desired. In October 2020 MTN changed their accounting system and my payment at the end of October somehow got lost in translation. I have been disconnected every month since October and have sent through proof of payment 4 or 5 times to show my October payment. My husband's cell phone was ****** last week and we have tried to do a sim swap but because I am seen to be in arrears we cannot do the sim swap. My husband uses the line as a business line so you can imagine the chaos that this has caused. I haven spent countless time on the phone with MTN and every person I speak to tells me that they have escalated my payment made in October to the relevant billing department but still today we are unable to make calls on any of the 4 lines that I have on contract, barring one. I honestly cannot believe that for 5 months no-one has been able to sort my problem out and that I have had to deal with the absolute incompetence that I have dealt with. I am at my wits end and today do not even know where to start to sort my problem out.

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Theresa W's update31 Mar 2021, 07:40
Reviewer Update
So I phoned customer services and spoke to Mholi Mtshali and insisted he put me through to someone in charge. He reluctantly did so and I spoke to Yusuf Soleman who seemed quite helpful and within a few minutes one of my lines was cleared (I have 4). The line that is the biggest issue is my husband's and due to his phone being ****** we need to do a sim swap. The problem is that MTN have not allocated my payment from October last year and for the last 4 months I have been promised that the payment would be correctly allocated and this again happened yesterday saying that it would be allocated correctly. Still today we cannot get the sim swap put through for my husband and it has now been 6 days since his phone was ******. I have asked every person that I have spoken to to please respond to me with the progress on my query. To date I have still not received even one response to one single query of mine. The issue is that my account is in arrears according to MTN but it is absolutely not the case and due to MTN internal accounting issues I am being penalized, and of course if I want to cancel all my lines and move to another service provider then I have to pay in thousands of rand's in cancellation fees. Either way we the consumer are *****ed in this world of disgusting service that we receive and there is ABSOLUTELY NOTHING that we can do about it!!!! There is just no hope for us any which way we look at it.