Unhappy client, account over billed for 5 months

Good day

I took out an additional contract in Aug 2020, 1st payment went of in Sept 2020 for R2017.18 which is far over then what I'm supposed to pay. I called in and the consultant advice me its the usage limit. I ask to set it to 0 because as far as I was concern I have fixed contracts.

Oct 2020 R2464.53 went off my account, I queried again, same story that they will set to 0 - I then got an sms that usage limit set to 800 - Y'ello! Thanks for getting in touch. You've changed the spend limit for *** to R800. Account holders can manage spend limits in-store, by dialling *135# or through the MyMTN app. Have a great day!

I was not happy with the service received, so I log a complaint on HP, till to date no response.

November 2020 an amount of R2222.54 went off, I decided to reverse the debit order, hoping that a manager will decide to contact me to resolve my query. Because of the reversal both the accounts was blocked. I called in again and the consultant said she will unblock the accoubta and get management to call me, still waiting. I got an sms that I should do a cash payment before 15 Dec as I'm no longer allowed to pay via debit order.

At some stage a consultant advice me that my usage limit should be on R1 and not R0 I'm so loss not sure who to believe, but my account is still high every month. They also mentioned that I should go to the store to resolve this, I mean now really with Covid you have to stand in long quese which is unnecessary where someone can just assist you over the phone.

On the 16th of Dec 2020 I went to the store where I bought the phones in Riverwalk and paid the Nov installment and the lady took both phones and set the limit to 0, which I thought the nightmare is over paying almost double every month.

To my surprise Dec 2020 again the bill came to R2217.09 I called again to express my frustration, finally I got hold of a manager called Treston, he set he will set limit to 0 and there is a subscription fee on 084 which he also took off. Said he will refer to billings and I should call within 3 days, which I did, but believe it or not when I called no one knows a manager by name of Trenston.

On the 8th of January I called in again and spoke to a manager Mervin, had to explain my story all over again which is very frustrating. He always promised to get back to me, but with no luck, I'm still waiting.

On the 18th of January same story called spoke to a manager Baldwin, whom I thought might be able to resolve this, agreed I was over billed and the very first consultant I spoke with was suppose to brighten up my day. He struggled to set 084 on 0 not sure why and promised to give me feedback the following day. I'm still waiting.

I raised the question with Trenston as to how much my bill will be in January 2021 or will I receive another surprise, he said he can't view next payment.

To my surprise again this month I paid over K2. I used to get invoices but its for months that I don't get it via email.

I'm making calls on a daily basis to speak to one of the above managers but they don't exists.

I am so annoyed can't believe that even management level can't assist me. This is the worst service I have ever received. It should have been another story if I never reported this but I mean since Sept I'm reporting this but not getting any service.

I went to the store today, hoping that I will get positive feedback, the lady said *** needs to assist me there is nothing that they can do for me at store level. She also only canceled subscription today only which was supposed to be done in Dec already. She managed to give me my bill for next month which is suppose to be R1416.93 she said end of Feb it should be less as there is no subscription and the usage limit is now only set to 0.

Since I reported this since Sept I would like a full refund on the months that I was over billed. Should I still not get any assistance I would like to have the email address of the CEO or I will make sure I get it, maybe he will hear my voice.

I hope to hear from you soonest.

I log the above 23.01.2021 on MTN website and till to date I did not receive any feedback. MTN service is very poor, not even an acknowledgement on receipt of complaint.