Unhappy Customer

On 20 April 2020, I resorted to Hello Peter after numerous attempts to get the *******ly renewed contract by MTN South Africa Cancelled. This was my review.

20 Apr 2020, 12:03 ******* Contract Upgrade In August Mobicell , MTN partner called me to upgrade my contract. I have two contracts with MTN. One is a data contract and the other is not. The data contract was upgraded but to my surprise the other contract was upgraded *******ly. I told the call center person that I want a dual sim phone for the non data contract if MTN does not offer double sim phone I m not upgrading the contract. To my surprise the contract was upgraded nonetheless and I did not even receive any device but MTN is still debiting my account till this date since August. I have sent countless emails, phone calls and Im told they are still investigating ***** on that upgrade. We are getting to another August still no response but they still debit my account.

Because these two contracts are billed together I can not reverse the ******* one. Now I have reversed the stop order and in just less than a week they have disconnected me. How fast they have reacted. But to my query of ******* upgrading of my contract they have taken nearly eight months. What kind of customer service is this MTN. This is pathetic. Please sort your mess. I even regret being in a contract with such a company. I cant wait for the data contract to end and I join serious network providers. You have no clue of good customer service.

This was the response from MTN

Business reply MTN South Africa 's reply: 23 Apr 2020, 17:18

Good day,

THank you for your post.

Please accept our sincere apologies for the delay and frustrations caused.

PLease note that the line *** will be cancelled.

The number *** has been reinstated today.

For the promo fee invoice from September 2019 to April 2020 a credit will be processed.

Regards Veronica Smith MTN Complaints

I then Asked about the money that was being debited from my account since August 2019.

This was the reply from MTN

Veronica Smith [ MTN South Africa ] <***> Thu, 7 May 2020, 11:28 to me

Good day Nobuhle,

The number *** has been cancelled.

A request has been sent to our credit management team regarding the amount debited.

We will revert to you with feedback.

Warm regards,

Veronica Smith

Analyst: Complaints

*** | mtn.co.za

Another Response

Veronica Smith [ MTN South Africa ] <***> 7 May 2020, 12:13 to me

Hello,

According to our records, there was usage on this number, therefore no refund due for usage.

There is a promo fee that was billed. I have sent a request for this to be investigate and we will advise on the credit for the promo fee only.

Warm regards,

Veronica Smith

Analyst: Complain

*** | mtn.co.za

Up to now I am still waiting for the Promo fee they had been billing me.

Hello,

According to our records, there was usage on this number, therefore no refund due for usage.

There is a promo fee that was billed. I have sent a request for this to be investigate and we will advise on the credit for the promo fee only.

Warm regards,

Veronica Smith

Analyst: Complain

*** | mtn.co.za

And then today Boom Stop order (Standard Bank: Stop Order R308.01 MTN SP BA***00001; )

A few minutes later BOOM a message from MTN

Y'ello! Your contract is set to be cancelled on 01/04/2021. An MTN consultant will be in touch to confirm this with you, or you can call customer care on 135. Have a great day!

But I thought this contract was cancelled and I got an email so confirm this and I am still waiting for the promo fee promised to be paid back till this day.

Then I called them today and I was on hold for 1 hour until I had to hang up.

What should I do with such treatment????????????????????