SIM migrated to prepaid stop order not cancelled

Item: MTN South Africa
Rating: 2
Author: GC F

On 2 November i was advised by 'Rowena Heuvel [ MTN - Canal Walk 1 ]' that the Data SIM *** was migrated to pre-paid but the stop orders continue to deduct the premium. See email: From: Rowena Heuvel [ MTN - Canal Walk 1 ] [Email Removed] Sent: 02 Nov 2015 10:38 To: Jonny Fantozzi Subject: RE: Upgraded - *** Good Day The line has been changed to prepaid. Regards Rowena I have had numerous contacts following up on the cancellation of the deductions with your agent who has been trying quite hard via various channels to have the account and stop order cancelled and have the deductions made since 2 Nov 2015 refunded but she has had no success. I have put a stop on these payments to MTN as they are not due. In fact MTN owe me a refund.

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Replies (2)

MTN South Africa's replyOfficial

04 Mar 2016, 15:46

Hello jonnyfant,

Thank you for your post.

We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.

Kindly note that the matter has been referred to the management team of our Cancellation division for urgent attention. They will investigate and revert to you with feedback and a way forward.

Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.

Regards
Nompumelelo

MTN South Africa's reply04 Mar 2016, 15:46

Official

GC F's updateReviewer Update

14 Jun 2016, 14:21

Thanks MTN - finally after 8 months of waiting i get my refund.

I feel sorry for your Store employees that have to deal with irate customers and slow MTN "back-end staff"

Well at least i got it...

GC F's update14 Jun 2016, 14:21

Reviewer Update

Thanks MTN - finally after 8 months of waiting i get my refund.

I feel sorry for your Store employees that have to deal with irate customers and slow MTN "back-end staff"

Well at least i got it...