Shockingly Terrible Service from MTN for End-of-term Contract Cancellation

Last year in October I performed an upgrade for my contract through the retentions department call centre. The cell phone ordered did not meet my needs and so I returned it within the 10 day cooling off period.

The cell phone was delivered to MTN's warehouse and an RMA number was received. I then called the retentions department and was assured that the upgrade would be reversed on my account and my contract would revert back to its old terms. That was in December. In January, the contract was still not back to the original and I was assured that it had been escalated to be resolved.

February came and the same thing happened. All the while I was being assured that nothing would be an issue. I was informed that I may cancel the old contract when the final debit order had gone off on 1st March 2021. I was told that I had to phone the retentions and have them cancel the contact on the 8th March when the contract term date ended. I did this on the 9th March and they assured me that everything was in order, my old contract was cancelled and the upgrade would be reversed. I was debited on 1st April 2021 with R2,749.17, so I reversed the debit order as you had no authority to debit my account.

I sent 15 emails in the month of April to your retentions department and customer care. I received NO feedback from anyone at MTN. I was never given an account statement, an invoice or an explanation. I can no longer access the contracts online system as I am using the number on prepaid. I was getting threatening sms's about my credit score being affected. I have a perfect credit score and have never missed a payment in my life.

I called the call centre on Thursday 29 April, again on Monday 03 May where the call centre assistant informed me that she had escalated the query again as the answer from your billing department was "The invoice is valid" - now to the retentions department.

Still no refund or answer as to why this happened.

MTN debited me AGAIN for R2,760.67 - *******ly! I have called 3 times since then and still have no resolution. Having to wait 45 minutes every time to get through the the retentions is a nightmare on its own.