RM
Refilwe M
1 reviews | Active since Jul 2015
24 Jan 2018, 10:09
Utter Disappointment
I am disappointed at the lack of service I have recently experienced from MTN. My contract ended in April 2017, I decided not renew it as I didn't need a new device at the time. In October 2017, I was offered a "month on month" contract where I could continue without taking a new device. Two weeks ago, I went to one of the MTN stores, requesting to cancel my contract, and I was told that my request could not be done in the store, I had to phone "808" (for the record, I can't understand why this is the case).
I went on to do as I was told... my initial attempt failed as I was holding on the phone for too long before I could be assisted, and I decided to hang up. In my second attempt, I was assisted by a lady who informed me that my contract will expire in October 2019. When I further probed about this, she informed me that I would have to contact CCI as they did my contract renewal. Now what I don't get is why I have to call an intermediary, whom MTN provided my details to?
So today, I attempted to make contact CCI and it would seem the company provides a call centre service to more than one organization. To my added frustration, none of their IVR options have MTN as option...
All I want is to cancel the incorrect contract I am on please?
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Replies (2)
MTN South Africa's replyOfficial
24 Jan 2018, 12:51Good day Refilwe,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of not getting assistance with your request.
According to your profile you signed up for a 2 year contract that ends on the 03-October 2019. This then means that you will be billed Early Termination charges should you wish to cancel this contract now.
We have noted as per your review that you say that you had signed up for a one month contract in October 2017 and not 24 months. We would like you to please send us a copy of your one month contract. Then we will be able to get the relevant department to correct and cancel this contract as per your instruction.
Send it to ***
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
MTN South Africa's reply24 Jan 2018, 12:51
Official
Good day Refilwe,
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of not getting assistance with your request.
According to your profile you signed up for a 2 year contract that ends on the 03-October 2019. This then means that you will be billed Early Termination charges should you wish to cancel this contract now.
We have noted as per your review that you say that you had signed up for a one month contract in October 2017 and not 24 months. We would like you to please send us a copy of your one month contract. Then we will be able to get the relevant department to correct and cancel this contract as per your instruction.
Send it to ***
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
RM
Refilwe M's updateReviewer Update
24 Jan 2018, 13:18Thanks for your response Kabelo. CCI never provided a contract for me to sign. In my view, the current contract should be null and void.
RM
Refilwe M's update24 Jan 2018, 13:18
Reviewer Update
Thanks for your response Kabelo. CCI never provided a contract for me to sign. In my view, the current contract should be null and void.