Terrible MTN service.

On the 24 Feb 2021 i mailed *** with: "I unfortunately have the dismay of writing to mtn due to the terrible service received. It is clear that mtn does not care about the customer and cannot understand the grief given.

I have called the customer care multiple times (attachments 1 & 2). My contract was up for renewal end November 2020, and due to it not being upgraded mtn changed the debit order from R299 to R1299. Which of course was not communicated to me. I do understand this was now on a month to month deal since the contract had expired, however, I do request the mtn official advert/ price plan which states mtn my choice30 is priced at R1299. This is because mtn has multiple deals which offer more data for R199, R299 etc. (attachments 3 & 4). None which so ever is priced at R1299. Basically mtn has ****** the customer at an insane package price just because they can. I had called customer care on 15th January & 16th January 2021 and the "champion" whom advised me stated she does not know why the contract debit had changed and on system it was a price of R1143. But still didn't understand why R1299 was debited and a ticket was opened for me (reference: ***). This was not resolved until 16th February 2021 when I had to call mtn to follow up (pending ticket for 1 month).

Now all this being said. I had been to the mtn store on the 29th Nov 2020 to upgrade my contract as mtn will find on the audit trail. (Mtn Malvern in Durban). And a upgrade was opened for me by Miss Chetty at the mtn store. However, because mtn could not sort the deal due to it "not being in store" my upgrade was not done and this line was opened from November 2020 to February 2021 when I called to cancel my contract. Then I have tried multiple times to upgrade online (attachments 5, 6, 7 & 8) which have come with NO feedback from mtn. And yet mtn still charged me R1299 because I was out of contract?? How is this so? When I have made many efforts to upgrade my contract and mtn could not do this. Therefore I am not no fault. Mtn however is at fault and I demand a refund of the ******* debit of my account.

Secondly. In January 2021 a debit order of R1299 was debited *******ly from my account. I then did a reversal and did an eft of R299 to mtn using the mymtn app (Attachment 9 & 10). Then mtn sent an sms threatening to cut my line if I do not pay R1000. Which I did (attachments 11 & 12). This is where mtn gets greedy, although the full amount of R1299 was paid (initial reversal of R1299, paid to mtn R299 and then paid R1000 =R1299). Mtn decided to *******ly debit R2299 for February 2021.

Does mtn no know math?? It was simple math too. Lower grade.

I had then gone to an mtn store once again (being an essential worker as well. I had to take off to get to a store and yes during a pandemic where hundreds of thousands have died, when staying home is safest and when staying away from crowed places is needed) to upgrade my contract. At Galleria Durban. And was denied an upgrade due to an amount of R2299 outstanding. Now if my math is correct. January debit reversal of R1299. And then paid R299+ R1000 = R1299. So therefore January paid in full, and it being the 12th February 2021. The debit order date given BY mtn is the 15th. Therefore February debit was still to be debited. But mtn could not upgrade or help when they do not know simple math. I therefore proceeded the pay R1299 for February (attachments 13 & 14) and to my amazement. Mtn still debited R2299 on the 15th February 2021. This is just greed now. I understand mtn departments do not communicate with each other and systems take weeks, maybe months to update. But is that too hard? After all this *******ity by mtn. I called mtn once more (date: 16/02/2021). And tried to explain my grief with the "champions". To no avail I then asked for my contract to be cancel. Which was done, or so I assume. but MTN handed my contract over to thier lawyers?? how so?

i have requested ALL call records from the date and time stamps attached (attachments 1 & 2) I also requested an mtn manager to email me explaining in detail how R299 was changed to R1299 and how throughout my efforts to upgrade, mtn refused my upgrades and still debited my R1000 extra on my account. I also request my Cancellation acknowledgment so I can change networks to a decent network whom values the customer.

none of which was communicated to me. *** *** *** *** ***

I have mailed MTN numerous times (as seen from the ref numbers given by mtn - without any other assistance with this matter). i have asked to be emailed -as i have a speech impediment (mtn can verify this with the call logs) all my proof was mailed to mtn customer service as attachments.