Unfriendly, unhelpfull, cannot solve problems, do not revert back, incompetant

I have numerous problems with MTN. I have a top-up contract . Account number A ********** . The amount of the contract is R 359 per month. I received a billing in July for the amount of R 779. Went into the branch and the lady phoned the Customer care number and it seems that no credits were given for the 2 GB service and the Recurring ON-Net Minute Bundle 200 which were part of the offer when I got the contract.

They assure me that the credit will be given and that the correct amount of R 359 will be deducted from my bank account. The very next month, the same thing happened except that no debit order was presented to my bank. I went into the shop again and the ladies were all on their cell phones and didn't bother to look up. I walked onto the first one, she was very irritating and with her chin on her hands just looked at me, no greeting, no question if she could help me. I explained to her my problem without any response of her. She went into the account and just said that she doesn't know what the problem is and I have to phone customer care myself. I was adamant to get some help and she eventually logged a query. She gave me a printout upon request and it was obvious that again no credits were given. I asked her to get my account sorted out and present my bankcard to her, and asked her to do the transaction for the normal amount of R 359. She couldn't do the transaction because MTN was offline. The manager walked in and I asked him to assist me with the payment and suddenly the "Offline" was gone and he processed the payment.

The next month I received an invoice with an amount of only R 196,41 as well as a statement showing all the credits and the only outstanding amount was R 196,41. About a week later, I received a message, stating that an amount of R 1210.40 will be deducted from my bank account. By now I was requiring about the number of the owner of the MTN francise , but one of the staff members by the name of Sonja contacted me and asked if she could be of any assistance.

I gave her all the info. She then said to me that it was the free 2GB data and the Recurring ON-Net Minute Bundle 200 that I now had to pay for. Apparently it is only free for the first year and thereafter they charged you for this. I requested it to be taken off as I wasn't aware of the second year and after all, the first year will only end on December 2017. She agreed to that and send the request and also gave me confirmation that it will not be charged again and it will be cancelled from the contract.

After all this, they deducted the R 1210 from my bank account and I reversed the payment and went into the store to pay the invoice of R 196,41. The manager helped me and also confirmed that the credits will be given.

On the 9th of October I received a message that my account is overdue and have to pay R 544,39 to avoid service suspension. I again contact Sonja but despite that and all her promises to sort out the account and to revert back to me MTN send me another message that the service will be suspended in 2 days time. I couldn't get any help nor feedback and I went into the shop and pay the R 544,39 in the shop. They couldn't give me a receipt for some or other reason ( probably again the off line) but phone me later - now the outstanding amount is about R 1700.

Again and again I contacted Sonja and every time she promised to get back to me, but this didn't happen. I asked her for a statement with all the credits, payment etc, and she couldn't give it to me - can only give it in November????? I really don't know how to sort this out.

- I don't think they are treating their customers fairly ( TCF) - They don't give feedback - They are unfriendly - customers are an irritation for some of the front desk ladies because they want to be on their cell phones - When you took out the contract, you have to sign a lot of pages, without any explanation whatsoever, no word of the charges after a year - I am in the dark - don't know what is going to happen next, because the outstanding amount is just getting higher and no-one can help.

Thank you in advance.

Kindest regards Mrs A Lombard

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