********* business practice by MTN

It is rather disappointing to find out that MTN has such poor service.

In September 2019 I took out a contract at MTN for two phones the signing of the contracts itself was horrible having consultants who are inexperience and who lie to clients. This contract was taken out at the Century City branch in Cape Town and I decided to change branches to take out a second contract in October 2019 but this was rather the worst decision ever. I was assisted by lady named Juanita Hendricks who seemed as if she knew what she was doing at first until she provided the incorrect information regarding the debiting of this contract. The consultant insisted that should I receive the laptop package first week of November for the second contract I would only be debited in December 2019 which was incorrect and this I found after I had signed the contract.

The debit order for my first contract was due to be deducted as per usual and the funds were in my account but to my surprise this was return as unsuccessful due to the second contract also being included in the deduction. Ever since November 2019 when I had gone to the MTN Mutual park branch in Cape Town I have received poor service and lies. Firstly their manager Rowena Heuvel refused to apologize and the mistake and was covering up for her employee. Then after I had tried to get her to resolve his she only acted when I had the regional manager involved who was also useless as I was told that the my account would be rectified as this was their consultants mistake Juanita who gave me misleading information which formed basis of the contract being signed. I followed up in December by going to the MTN Parow branch in Cape Town wanting to make the payment for the two months I was told that my account was with the accounts department under investigation for the credit therefore no outstanding amount was reflecting for November.

All the three numbers that I have, have been barred by MTN during the investigation and I have had to spend countless of hours calling their call center which has also proven to be fruitless. Having even spoken to their Team leader Sandile Hlatshwayo who promised to do his "level best" to resolve this on the 14 January 2020 but has never come back to me. Then on the 29 January 2020 Rowena Heuvel the manager at the Mutual park tried to trick me into paying the amount that was incorrectly charged on my account which should have been a write off as this was a result of misrepresentation on the part of their consultant. Rowena informed me that I was required to make a payment of the amount outstanding on my account including the over payment than only will they will credit the account. When contacting the call center I was told that MTN was not going to credit the account as they saw their actions were not wrong and this was feedback that I never received after waiting almost 3 months. I only knew about this after having called again.

I have been waiting since November 2020 for this to be resolved. I have been to the MTN Mutual park branch more than 4 times,have had more than 10 email correspondences between the manager of this branch and have called the call center more than several times trying to make a payment of the amount rightfully due for me to pay but I have been unsuccessful. The last two calls I made to the call center was on the 02 February 2020 trying to arrange a payment for the correct amount but I was told to call back as this could not be done .On the 07 February 2020 I called back spoke to a Mirriam who told me that I could not make the payment arrangement and said she will lodge the request with the credit department and send me an email but till today she has not sent me an email. MTN has not even sent me a single statement of my account since November 2020 I have called in more than 4 times reporting an error on their statement but everytime I have been told that they will send me an email with a statement till today this has not happened but the only thing they are good at is blocking my lines.

This is the last attempt I am making. I am fully aware of my Customer protection rights and will be taking the legal route should this not be resolved by the 14 February 2020.

All the email correspondences will prove as sufficient evidence and the call recordings.