Urgent Complaint Regarding Unresolved Issues with MTN Services

Dear MTN Customer Support Team,

I am writing as a long-standing MTN customer, deeply disappointed by the service I have received recently. My concerns began with an incident involving SuperSonic Fibre, where the consultant who set up my account opened two accounts in my name *****ulently. Despite raising the issue, no one took responsibility to resolve it, and I was instead told I owed money for an account I had no knowledge of.

Hoping for a better experience, I app**** for a home router through your MTN branch in Melrose. Unfortunately, this process was also marred by poor service from untrained staff. After numerous interactions with the branch manager and call center, I finally got the internet service working.

Recently, I needed to pause my internet service while transitioning to an off-grid setup. I was under the impression, supported by advice from six MTN staff members, that my home router contract was month-to-month and could be resumed upon payment. After paying R546, the internet worked briefly but was disconnected after two days.

When I contacted your call center, I was passed between teams without resolution. Promises for a callback by Team Leader *****gwa Mkhabela were unfulfilled. At the Stoneridge MTN center, I was advised to pay R510.50 for November’s arrears, but even after this payment, I was informed the service could not be restored because the payment was made after the 25th.

I request immediate resolution to this matter. Specifically:

1. Restoration of my internet service without further delay, or

2. A refund of all payments made and a clear explanation of how the contract works should I choose to proceed.

This experience has been both frustrating and disappointing, highlighting significant gaps in product knowledge and customer service among your staff. I trust MTN will prioritize resolving this issue promptly to restore my confidence in your brand.

Kind regards, Boitshoko Molobedzi ***