Very disappointed with MTN Shelly Beach service

I am extremely disappointed with the service I have received from the MTN store at Shelly Centre on the South Coast.

At the beginning of last year, I was informed that my business contract was due for upgrade. I went into the store intending to upgrade my business contract. Due to certain issues with the business upgrade, I was offered the option to upgrade onto my personal profile instead. I accepted this, as it was the first time I was eligible for a personal contract.

I was clearly told in-store that my business contract had been cancelled and that I would only need to pay one month’s notice before moving over fully to my new personal contract. At no point were the terms and conditions properly explained to me.

However, in the months that followed, I continued to be debited for the business contract. I made numerous attempts to contact the store for assistance. Each time I phoned or emailed, I was told that a manager would get back to me. Both Carey and Roxanne repeatedly said they would follow up, yet I never received a return call or meaningful feedback. I constantly had to chase for answers myself.

Months passed with no resolution. My business contract has now officially reached its end date, yet I am still being debited for it. I am currently paying for a contract and airtime that I am not receiving or using.

I was also advised at the time that I could eSIM both contracts so that I could retain my business number, as my business is built around that number. Nearly 8–10 months later, this has still not been resolved.

The lack of urgency, accountability, communication, and basic customer care is extremely frustrating. I have been repeatedly told to “be patient,” yet almost 10 months later, nothing has been sorted out.

At this point, I cannot recommend this store to anyone. The service has been unprofessional, dismissive, and incredibly disappointing. I would strongly encourage others to consider alternative service providers such as Vodacom or Telkom, where customer service may be handled more efficiently and professionally.

I sincerely hope this matter is finally addressed with the urgency it deserves.