VIOLATION OF THE CONSUMER PROTECTION ACT! AWFUL CUSTOMER SERVICE

Hi MTN

This all started on 17th March! I received the router for Fibreless Home WiFi but after extensive research I decided that I was not going to go ahead with the contract.

I returned the router to the MTN store at Cavendish Square, a shopping mall in Cape Town 2 or 3 days later - which is well within the COOLING OFF PERIOD. I informed the gentleman at the store whose name is Zade or Ziyaad that I am not going ahead with the contract anymore. He did NOT instruct me to do anything further than that other than to bring a copy of the invoice, together with the router and said that all will be sorted out. I was not INFORMED that I needed to contact anyone at MTN or from the service provider who sold me the contract, who I only found out later that it was Rewards Co who I would never have had the contact details for in the FIRST PLACE!

Fast forward to the end of April, MTN debits an amount of R3300 from my account! I contacted the call centre and was told it’s a cancellation fee!!! A cancellation fee for what??? I was well within the cooling off period.

I visited the MTN store in Cavendish only to be told that I need to contact Rewards Co.

Which I did.

And then was told there’s nothing they can do on their side and that I need to ask that MTN agent to call them from the store.

Which I did.

Only to be told by MTN that’s it’s got nothing more to do with them. I contacted the call centre 135 several times, SEVERAL times but I keep getting either transferred from one agent to the next, or the call gets cut off or I get instructed again to visit the store. I was also told that the contract was never cancelled with MTN? Who then is accepting responsibility for that when I physically visited an MTN store and re**** on an MTN what you so call SERVICE CHAMPION to advise me accordingly! NOW I AM BEING HELD RESPONSIBLE FOR SOMEONE AT MTN NOT DOING THEIR JOB!

I have been a loyal MTN customer for almost 30 years!!!!!

NEVER ONCE MISSED A PAYMENT! But I refuse to pay for something that was not my fault

Extremely disappointed