VERY VERY BAD SERVICE FROM MTN.

Good day,

For the past few month, i have had a very bad service with MTN. I app**** for a cellphone contract online with Summer mobile on behalf of MTN. Everything went smooth and i was approved. My details were taken and i did receive my IPhone 13.

2 months after i received my device, it started having Sim card reading issues, i took it back to MTN shop for assistance, they could not assist me. They said because the contract was online, they can't assist. I then called the MTN customer care, still the same thing, they could not help me and gave me the complaints department email address. I sent an email to the email address i was given.

I received a call from MTN after 2days, the consultant said he will follow up on my complain, and will contact me as soon as possible, but up to date, i was never contacted. I got into contact with Summer Mobile to explain my issue, they sent the courier company to come and collect back the IPhone 13 device.

After 21 working days, i called back Summer Mobile to get feedback, but i was told that they are still waiting for MTN to give them feedback. A week after,i called Summer Mobile again, i was told that MTN told them that they cannot repair or replace the device because i submitted a tariff migration via the telephone, which i have no clue what is that. I requested for the voice records of me requesting that, because to my understanding, all their calls are recorded. I have sent plenty of Emails to MTN to get someone to explain to me what exactly is happening, but no one contacted me.

After all the emails i have sent with no response, i decided to call MTN Collections departments, for the feedback on my device, and they asked me for an IMEI number. They then told me that they can't locate anything on that IMEI number. That i have to go back to Summer Mobile and explain that MTN can't locate the device. Summer mobile forwarded all the emails they sent to MTN to follow up on my query.

With all the frustration i had, i then called customer care to cancel my contract with immediate effect. I was told that, for them to process my request i need to pay R18 000.00. I asked how must i pay that kind of money for the device that i don't have and only used for 2 months.

After everything MTN still deducts on my account, I also don't want to reverse their Debit order because that will create a bad name on my record. I also find it not fair for me to continue paying for a device i don't have.

MTN has done me very bad and i don't see myself being their client anymore. As it is i am helpless, please i am requesting an assistance with this issue so i can finally close this chapter.