Switching to pay as you go with endless problems.

Now my contract has been switched to prepaid, BUT another month's airtime was added which means I have to pay again for airtime I cannot use. Hello Peter, please help!

Sent: Monday, April 22, 2024 4:50 PM To: *** Subject: URGENT! PLEASE TAKE TIME TO READ THROUGH WHOLE ENQUIRY Importance: High

Good day

C A J PIETERS ***

1. I am for long on a month-to-month contract – contract date 12th of each month. 2. Phoned MTN Cust service on 11TH JANUARY 2024 to switch to Pay as you go from 12th of February, due to bad reception (been struggling for 2 years with it); 3. Transferred me to Coverage dept – I explained situation to Siya who said I must first get a cancellation letter to switch to Pay as you go – Ref ***. 4. He said I will have the letter within 5 days. 5. Phoned again on 23 January explain situation to Nxolo. Will give through to technician again. 6. Phoned again on 1 February and 28 February spoke with Akohona – still no letter of call from technician. 7. On 25 March I spoke to supervisor Chris. He will send a technician. 8. Tshilumela Ramabulana visited our house, confirming very bad signal. I confirmed all my detail via email as below requesting also either a refund of payments. 9. Waited until 3 April for the cancellation letter – no mention of the refund. 10. I asked again, no reply. 11. No one called or let me know what to do further. 12. On 13 April Carmen of Retentions dept called for an upgrade. Told her what situation was. She recorded that the number must be switched to Payg from 13 May 2024. Ref ***. Call was cut off due to bad reception. 13. I called back but Customer Service informed that Retentions doesn't work on Saturdays. The lady informed me that there is a note that the contract will be switched to Pay as you go, but I still need to pay 2 installments. 14. I called today 15:22 and spoke to Liso at Billing dept after 2 people refused to put me through to a supervisor who also said I have to pay again. Call lasted 33 min 15 sec as I eventually had to disconnect because he said he is taking my info for a supervisor to call me back!

15. MTN was notified in advance of the switch, but after 4 months I still have no joy and was told today that my account is in arrears!! – but my payment date is end of each month! 16. I want a refund of about 200 minutes' airtime which I could not use OR the minutes credited to the pay as you go on 13th May.

Please advise urgently per return e-mail within 5 working days.

CAJ PIETERS