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Paula B

1 reviews | Active since Sept 2016

18 Sept 2017, 11:06

Shocking service received when trying to cancel contract

I am absolutely blown away by the shocking service received from MTN when trying to cancel my contract.

I have sent 2 emails on Friday the 15th to cancel my contract and to migrate to pay-as-you-go, as I want to retain and port my number with the new service provider. At first I was told to do this on the 15th and I was also given an email address which is ********** I phoned 4 times on Friday to speak to the retention department but were not answered once. The third time I phoned, I was told to use ********** and not ********** so I sent an email again. The forth time I phoned I got another reference number ********** 83 whereby the lady I spoke to made notes of both reference numbers I received from my emails sent and that I wanted to cancel and migrate my contract to pay-as-you-go and did not want to receive another account from MTN. This was clearly to no avail as I received SMS's that my data, sms's and voice minutes were purchased, which was exactly what I did not want.

I phoned this morning again to speak to the retention department but again was not answered. The lady that I spoke to this morning said that I did not send the email 24 hours before the purchases went through yesterday. No one explained to me that I had to send through the cancellation 24 working hours before the 17th.

I urge you to listen to all of my calls made (since all of them were recorded) and reverse the account and purchases.

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Replies (2)
PB
Paula B's update19 Sept 2017, 10:35
Reviewer Update
Hi Kabelo, It is sad that I only receive a response when publishing a complaint on a site like hellopeter. Take note that no one has contacted me since your mail of yesterday and in fact I have received an sms stating that my bill is on the way. When will this be resolved? Since Sunday, I have not used any data, voice minutes or sms's as this will be the first excuse that I will be told, that I have used minutes, data or sms's and cannot be refunded. This means that I cannot currently use my phone for anything and is extremely frustrating. I expect someone to resolve my complaint today! Paula
PB
Paula B's update21 Sept 2017, 10:14
Reviewer Update
Hi, I received the following reply. Good day Ms Bronkhorst Please be advised that cell phone number ********** 75 has been migrated to MTN Prepaid and late cancellation logged . Please allow 2 to 24 hours for activation. Once Activation is successful, you will receive a SMS Notification. Best regards, MTN Retentions Reference Number: ********** 8 This is infuriating! As stated numerous times this was not a late cancellation. If you listen to the conversations recorded you will note that I was specifically told that I had to do the cancellation and migration on the 15th. No one informed me that it had to be done 24 working hours before the 17th. I did exactly as instructed and if the retention department would have answered calls on the 15th, this would have been resolved. I have now received an account due to as you call it, late cancellation, which was exactly what I did not want to happen. This was communication 4 times but to no avail. Furthermore, the outstanding balance as per the MTN website is R 464.26 and I have no idea why it is so high as my invoice states that my outstanding balance is R 436.00. This just reconfirms my decision to cancel with MTN as the service is pathetic!