Unpleasant Service and Incorrect Billing from Mtn Lakeside Mall

Greetings To The Public Trust you are well,

Before i get directly to the issue, I would like to introduce myself as a person who prefers to sort out the problem rather than complain and post about it on a public website/s. To be more precise, this is my first time using hellopeter so you can imagine to what extent i was pushed to in order to make such a drastic decision. Last year around June 2019, i took out a contract with Mtn in Lakeside Mall. My contract was a sim card where i would receive 20 gigs day time data and 20 gigs night time data for R199 p/m (I purchased my router elsewhere prior to taking out this contract). I was told to wait a few hours before inserting the sim card in my router and that is exactly what i did. After a few days my phone could no longer connect to my router and so i went back to the Mtn Store to query this. The lady said i should just restart the router in future if this problem occurs and everything will be sorted. After my first month, my debit order of R199 did not go off and as expected my router stopped working. I visited the Mtn store once again to query this and so the lady at the counter said i should call this specific number. Please do note how inconvenient it is that i have to do Mtn Staff duty, it is not the customers job to contact any other additional number when i took out the contract with the staff at the store. Anyways i phoned the number given and queried the matter with the gentlemen over the phone and he advised this is because when completing my contract form, the wrong branch code was given and so the debit order never went off. I advised him that i gave my capitec card to the lady that assisted me and she filled in all the details so i decided that errors do happen and just gave the gentlemen the correct branch code. He than advised me that i will be debited double the amount in the coming amount which i agreed to but i also questioned if my router will continue to work going forward and he said yes. My router only started working around the 25th of that month, i was now very irritated as i am going to be billed for an additional month of whereby i was only given 5 days to use my data. On the 30th of that month i was billed R650 and my router continued to work. I visited the Mtn store again to query this and the lady at the counter printed me a copy of my contract and it stated R199 pm which means double that as per agreed is R398. Again i was told to contact a number and query it and so i did. A gentleman assisted me and said my contract states R299 a month and as per my agreement, they billed me twice. I am absolutely furious at this moment as the guy (Saschin) over the phone request me to email him my contract and state the problem on the email. Again i am doing Mtn staff job. That following Monday, i get to work and later in the day i email him the contract along with my problem. The guy never rep**** to till today. I followed up multiple times on my sent email but never received a response. I than called Mtn Head Office and spoke to a lady by the name of Slungile Chiya and she informed me that saschin escalated my query and it was closed. At this point in time im fuming as action is being taken but nobody is informing me of anything. So i asked Slungile why was it closed and she advised me this is because Mtn Staff needs to log a ticket and also because on the contract it looks as if someone scratched out the amount R299 and wrote R199 with a black pen. I informed her that is exactly the case and the lady at Mtn did so with a camera in the store viewing her. Trying my best to remain calm and resort the issue ASAP, i visited the Mtn store in lakeside mall again and discussed what was told to me by Slungile. I was told to come back another time as the lady who assisted me was on sick leave and so i left. Again my router stops working and i tried restarting it but it still didn't work. I visited the Mtn Branch again and eventually got to speak to the lady who assisted me with the contract. Her attitude was absolutely horrifying and after i explained to her that she needs to call Mtn head office and explain the situation, she refused and said she has to log a ticket and investigate the Matter. I waited a few days a my router started working again and they never billed me for that month. Happy and thinking they resolved the matter only to come find out at the end of that month, i was billed R900. Again i visited the Mtn store in lakeside mall and i was told that the lady who assisted me with the contract is on sick leave and nobody is sure when she will return. Ladies and Gentlemen of the public, i can not even explain how upset i was at this moment. Another white lady at the store decided to assist me and she logs an urgent ticket to the Mtn head office stating the problem and after a number of visits to the mtn store over a few months to follow up on the ticket she logged, she advised me the the problem is finally sorted out and i will be billed R199 pm as agreed. According to her, that is what mtn head office responded. On the 30th of January 2020 i was billed R650 and when i went back to the store to query the situation, the white lady who assisted me with logging a ticket to mtn head office said that she honestly dosen't know anymore what to do cause mtn head office said it was sorted out, however she did volunteer to log another ticket to mtn head office. Ladies and Gentlemen, below is a breakdown of my entire experience with mtn lakeside mall: -. Incorrect Billing -. Router not working for the full 30 days in a month -. Number of pointless visits to mtn lakeside mall -. No form of communication from head office -. Poor customer service -. Inconsiderate towards a customer's monthly budget

With all the above said, i now request any form of advice from the public of what to do going further. I will be highly grateful if anyone can advise me on what to do next as well as "hellopeter" taking action towards this matter. Below you will find the relevant details to contact me.

Thank You

Kind Regards Lavendran Padayachee *** ***