The Worst Network- change if you can.

There should be an option for negative stars.

I have been having problems with MTN August 2019. I've been cheated into pay for insurance for a device that I no longer have since Jan 2017. The consultant in store who should have advised me that MTN has changed their insurer, had failed to do so and instead, gave me the incorrect information advising me that my insurance would simply move over from my old device to the new one upon upgrade. I was of course more than happy with that as it seemed convenient enough. WRONG. When going into store Aug this year to claim for a broken screen, the consultant told me that I had to call some insurance company called Pinnacle Marketing. This only confused me. He then explained that my current device at the time did not have insurance on and advised me to contact Pinnacle Marketing.

All I was expecting was for these people to refund my money from the date that I upgraded to a new device on 5 Jan 17. But no, MTN refers me to Pinnacle Marketing. I speak with a consultant who is more that happy and willing to assist me. I explain the entire situation and advise her that my insurance was meant to be cancelled for the old device. She understands and advises me to get an email from the in store MTN consultant who assisted me, along with some supporting documents acknowledging his error.

I went to MTN to get the above mentioned and send them to Pinnacle Marketing with no response. I call in 2 or 3 days later to find out what is going on, only to be told that the insurance had still not been cancelled, SERIOUSLY??? This is a case of the blind leading the damn blind. Pinnacle Marketing then submit a credit request to MTN for the nearly R4k which they have taken out of my account, to which I receive a ver nonchalant response saying that the credit is not due. I attempted contacting the person from MTN who responded to Pinnacle, personally, but they haven't responded. I called in on multiple occasions even requested notes from my account which I'm guessing I have the right to see, since they are logs from when I called in to MTN, but this was refused and is fir internal use only as stated by the agent who failed to assist me.

I called into MTN Saturday last week to find out how to go about logging a complaint and I was given an email address *** which I emailed the very same day and am yet to receive a response. I cannot call into the call centre, because nobody there can help me, I cannot speak to Pinnacle Marketing, because nobody there can help me. I cannot email MTN complaints because the do not respond. They haven't even given me call reference numbers.