UNAUTHORIZED DEBIT

On the 30th of May I received a call from an agent by the name of Nadine who was offering me an upgrade data package "my choice 50" . I asked her to give me a call back as i needed to discuss it with my husband first, she advised that she would send me an email in the meanwhile and i agreed to that.I also further asked questions regarding how i would get a hold of the sim card and she said that i have an option of having delivered to my address or i could also fetch it from an MTN store.

Nadine however did not return my call as i asked her to, so a couple of days later (12/06/2022) i went to an MTN store to apply for a home router of which i got approved for, i asked the consultant to give me a break down on how much i would be paying monthly because i also recently took a phone on contract. The consultant informed me that I also have "My choice 50" that I will be paying R299 for monthly and that its pro rata has already gone off from my account. To my surprise i asked that he cancels it but he told me i would have to call them on the next day which would be the last day i have to cancel.

I indeed called them and explained everything to them,i was later on transferred to Nadine again and she insisted that i agreed to taking the product, i checked my emails but the email that was sent to me had no attachments and it only congratulated me on the upgrade, i then told her that and she said she would get the relevant department to send the attachments, i was also informed that it was too late to cancel and that i would have to pay cancellation fee of over R4000, i requested for the call recording but instead i was transferred to a manager (i cannot recall his name) he said to have investigated my case and that the fault was on their side,he further said that he would escalate the matter and have the fee waived and that they would provide feedback within 72hrs. I did not receive any, instead i got sent my billings on the 17th including the package i never signed up for. I called again and spoke to a guy called Smanga at the re10tions department (reference call no.***) and he said that he sent through an email escalating the issue and that i should expect a call from them before the end of the day,till today i am still waiting.

I have also sent an email to the complaints department but no one has gotten back to me yet. This has been weighing on me, I am close to taking my unpaid maternity leave , I will not be able to afford to pay for what I did not sign up for and I am honestly tired of the up and down with no one assisting me.

If this matter is not resolved in 24hrs I will be escalating the matter to the Ombudsman.