Unresolved Account Issues & request for Immediate Action

Dear MTN,

I am writing to express my deep frustration and disappointment with the way my account has been handled over the past few months. Despite multiple escalations and countless hours spent trying to resolve these issues, I find myself in an unacceptable position, with no solution in sight.

I initially signed up for a Home Internet Pro package (20Mbps at R429) in July, expecting a seamless experience, as advertised by your company. However, from day one, I had no internet connection. After numerous calls to your customer care and coverage departments, I was temporarily granted service for a few minutes, only for the connection to drop again. Shockingly, I later found out that I had been registered to a network tower over ****m away from my home, a situation that was supposedly irreversible. I was advised by your staff to cancel the service as the only option, which is not only unprofessional but reflects poorly on MTN’s ability to address its customers’ needs.

Despite returning the router and following your company’s advice to cancel the service, I continue to be debited for an account that has never worked. Your customer care team has been completely unhelpful, placing me on hold for extended periods with no resolution in sight. The lack of follow-up and support from your side is beyond frustrating. I have not received the refund I am owed, nor has there been any indication that my account has been successfully canceled.

Furthermore, I requested a paid-up letter for this account on the 9th of October, which I was assured would be sent within 24 hours. It has now been over a week, and I am still waiting. This delay has impacted my credit status, as the account has been wrongfully listed on ITC as being in arrears, despite the fact that I never utilized the service. I cannot understand how your company can continue to overlook such serious issues and allow your customers to be treated with such disregard.

At this point, I am not only requesting the cancellation of my account and the immediate processing of my refund, but I also urgently need the paid-up letter for this account to rectify my credit record. This entire experience has been a nightmare, and I sincerely hope you can understand the gravity of the situation and take immediate action to resolve these issues once and for all.

Please address this matter as soon as possible, or I will have no choice but to escalate the issue to the appropriate regulatory bodies. I have been more than patient, but this lack of professionalism and accountability is unacceptable.

Yours sincerely, Kahiso Gomezulu