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NK
Nadia K

1 reviews | Active since May 2017

31 Oct 2017, 11:48

Unable to cancel my upgrade

I received a call by a lady named Mpho on Wednesday, the 18 October 2017 selling me the iPhone 8. We proceeded with the application and the phone was delivered on Monday the 23 October 2017. on Tuesday I called the call centre advising them that I don't like the phone and would like to have it returned. I was advised to take the phone back to a store. I then went to MTN in Morningside on Wednesday morning where a lady assisted my rather unwillingly while complaining that she doesn't know why we do things online because we give them a lot of work etc. she took the phone and gave me reference number ********** 46 and told me to call the call centre to cancel the contract. I was later made aware that she could have done it for me.

From then on I am unable to get hold of anyone who can assist. I have literally spent hours trying to get help. Some call centre agents drop the call, others tell me to speak to the online team and when I call them they transfer me further. I have called every single day since. Everyone tells me to speak to Mpho but no one can transfer me to her and no one seems to know in which department she works to be able to send her an email to call me back.... nothing. Two agents sent emails for someone to contact me and still nothing. I myself even sent an email.

On Friday I went in to the Rosebank MTN and they tried calling and the call was cut again. The gentleman assisting me spoke to his manager and she told him to send an email.

I am so despondent, I don't know what to do because as surely as the sun will rise tomorrow I know that MTN will debit my account at the end of the month... even though they are in possession of the phone. All I need is someone to assist me regarding this cancellation.

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Replies (4)
NK
Nadia K's update14 Nov 2017, 10:57
Reviewer Update
Ok. so the last time I heard from anyone regarding the cancellation of this contract was on the 02/11/2017 and never again. This contract is still not cancelled. I have also requested feedback privately on this thread on the 09/11/2017 and received no response. Guys how is this even possible. This level of service is completely appalling. I've handed in that phone almost a month ago so it's impossible to not have had sight of it yet. My patience is completely lost now and I am no longer in the mood to be amicable and understanding. I want this contract cancelled. I am not interested in entertaining anymore goal post shifting from one department to another. MTN has the phone, what more do I need to do???? You people keep giving me data and minutes that I will have to pay for but no one seems to give a hoot!
NK
Nadia K's update16 Nov 2017, 20:07
Reviewer Update
So here we are again. I received a call from Mpho again on the 14th after my previous rant. I was advised that the RMA number was received and my contract would be cancelled on the same day or latest the next. Today, the 16th... the contract is still active. My first debit is due on Monday and MTN will undoubtedly charge my account with the monthly subscription, and I will also then not be able to get that reversed for months. Guys, how hard can this possibly be??? You have the phone for almost a month now... no cancellation. After being an MTN customer for 17 years, this is the service... but hey, who cares... we as customers aren't really important are we.
NK
Nadia K's update17 Nov 2017, 19:10
Reviewer Update
Still no response. My contract is still active. I have just pre-ordered the iPhone X but how do I upgrade with this contract still active. I suppose an escalation would now be in order because clearly complaining on a public platform is not enough to get decent service. What more do I need to do???
NK
Nadia K's update21 Nov 2017, 07:27
Reviewer Update
My contract is still active. Alice Van Der Merwe can you or Mpho contact me for heavens sake man. I’ve just been charged the full amount for a phone I haven’t had for a month!!!!!!!!!!!!! How ****** hard can this possibly be. The service is pathetic beyond effen words!!!!