1 reviews | Active since Sept 2015
STUCK in an ******* contract - USELESS Call Center Agents and "Retention" Department
<p>In April of this year I was contacted by someone claiming to be from MTN to upgrade to a no phone contract. I did not agree to the contract however I unknowingly entered into the agreement anyway. I have spent hours on the phone with MTN, no-one is able to assist me to cancel ALL "contracts" and everything that they debit from my account as they are *******ly taking money from my account so they are essentially *****ing my money. They claim that I have to pay a penalty fee in order to cancel a contract that I did not agree to! I will not pay a single cent and I want out of this contract immediately! MTN staff is useless - not a single person has come back to me with any kind of assistance or on a way forward even though they PROMISE to do so. One would think that at least the Head Office staff is competent - not at all the case. To top it all off, for the past 30 months they have been taking R50 from my account every month for Blackberry Internet Services (BIS) which I informed them to cancel when I upgraded to a Samsung device. They have been taking money from me for more than two years which I did not agree to (BIS) and again I am now stuck in a contract whcih I did not agree to (which was run as a promotion by a third party - Mobiles Plus) AND they expect me to pay a penalty fee. I will now be taking legal action and I will ensure to inform anyone who is thinking of getting into bed with MTN - DON'T! The staff is completely *********** and they offer ZERO Customer Service. Perhaps Mr. Rob Shuter himself is the only individual that is able to assist me in anyway?</p>
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 be advised that the disputed upgrade matter was resolved on the 2016-11-10. The upgrade date was reversed to 2016-02-02 as per the original contract and credit for BIS charges have been passed against the account. For further clarity feel free to contact customer care on 808.
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
REQ:***
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 be advised that the disputed upgrade matter was resolved on the 2016-11-10. The upgrade date was reversed to 2016-02-02 as per the original contract and credit for BIS charges have been passed against the account. For further clarity feel free to contact customer care on 808.
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
REQ:***
Hi Nompumelelo,
Kindly be advised the very nature of your response indicates that my query has not been resolved. What do you mean "The upgrade date was reversed to 2016-02-02 as per the original contract ". What eaxctly according to you is the original contract? There should be NO Contract in place and my number should be migrated to pre-paid. What is unclear about this?
So I will ask again, what contract have you now decided to put me on? My previous legit contract came to an end in March / April. I did not agree to another 24 month contract or any contract at all. There should be NO Contract.
Who gave you people permission to just migrate me back on to the "Original Contract"? The original contract ended in March / April. Again, MTN jus decides to do whatever the hell they want. Seeing as you claim that there is this original contract in place, please send me a copy of this contract that I signed? You will not be able to because it does not exist.
Nompumelelo, I suggest you arrange for my number to be migrated to Pre-Paid ASAP. If you do not assist me immediately, you will leave me no choice but to take legal action.
Regarding the BIS, lets do some basic math. You have been deducting my account for 30 months with R45 for BIS. 30 months x R45 = R1350. MTN "graciously" will be crediting my MTN account (which should technically not even exist) with R300, as according to you this is all that is owed to me. So not only do you owe me another R1050 but also, your Call Centre Agents have the nerve to tell me I will be liable to pay a penalty fee because I want to cancel this contract that I am now *******ly stuck in!
Please asvise ASAP.
Hi Nompumelelo,
Kindly be advised the very nature of your response indicates that my query has not been resolved. What do you mean "The upgrade date was reversed to 2016-02-02 as per the original contract ". What eaxctly according to you is the original contract? There should be NO Contract in place and my number should be migrated to pre-paid. What is unclear about this?
So I will ask again, what contract have you now decided to put me on? My previous legit contract came to an end in March / April. I did not agree to another 24 month contract or any contract at all. There should be NO Contract.
Who gave you people permission to just migrate me back on to the "Original Contract"? The original contract ended in March / April. Again, MTN jus decides to do whatever the hell they want. Seeing as you claim that there is this original contract in place, please send me a copy of this contract that I signed? You will not be able to because it does not exist.
Nompumelelo, I suggest you arrange for my number to be migrated to Pre-Paid ASAP. If you do not assist me immediately, you will leave me no choice but to take legal action.
Regarding the BIS, lets do some basic math. You have been deducting my account for 30 months with R45 for BIS. 30 months x R45 = R1350. MTN "graciously" will be crediting my MTN account (which should technically not even exist) with R300, as according to you this is all that is owed to me. So not only do you owe me another R1050 but also, your Call Centre Agents have the nerve to tell me I will be liable to pay a penalty fee because I want to cancel this contract that I am now *******ly stuck in!
Please asvise ASAP.
Furthermore I have just been phoned by one of your agents informing me that my number will be migrated from Contract to Pre-paid but I will loose all data and Airtime that is loaded against my number. How can you people take away data and airtime that I have already paid for? Plus I have loaded extra data and airtime that I paid for out of my own pocket - I bought it the data and airtime vouchers at a Garage. Again, how can you people take away data and airtime that I have already paid for?
Furthermore I have just been phoned by one of your agents informing me that my number will be migrated from Contract to Pre-paid but I will loose all data and Airtime that is loaded against my number. How can you people take away data and airtime that I have already paid for? Plus I have loaded extra data and airtime that I paid for out of my own pocket - I bought it the data and airtime vouchers at a Garage. Again, how can you people take away data and airtime that I have already paid for?
I am currently also paying for insurance. How long will it take and through how many hoops do I have to jump to get this cancelled?
I am currently also paying for insurance. How long will it take and through how many hoops do I have to jump to get this cancelled?