What happens when a MTN contract ends....

This is another example of a business now caring about client.

I entered into a 24 month contract with MTN in 2017. The was due to lapse in March 2019. For the most part i was happy with MTN during the term. Unfortunately during the last two months of the contract I was unable to pay. My account was suspended and in May, when i was financially okay, I called in and was given a final settlement amount which I paid. I had even received a letter, at the end of May, from MTN with a final amount due which i settled. My 24 month contract was paid up and my account suspension was lifted.

Its June now and my account is now suspended because MTN says I am owing them. When I inquired further I was told that after my contract lapsed I was carried on to a month to month basis contract. I was told that I was supposed to, at the time my contract was about to end, contact MTN and cancel the contract that was ending/lapsing in any case. I was told this was in the T&C's under the cancellation of contract heading. I wondered why during the time my contract was active and left with 2 months I would call MTN to cancel a contract that was about to lapse and that I was happy with at the time. there was a term for the agreement after all. I entered into an agreement with MTN for 24 months and was told by the sales person (at the time of opening) that once the time lapses my line would switch to prepaid. Furthermore, at the time that I opened the contract 2 years ago the term cancellation of contract was explained to me as cancellation of the contract that I had app**** for and was about to enter into with MTN. I called the call center using a friends line because I cannot call even the MTN call center with my line (but they can call me), they told me to pay the money for month to month contract which I neither agreed to nor was aware of. I was told that this was a norm and that everyone including ICASA knows this. I explained and that that concept was not explained to me.

This week the MTN supervisor called me and said that its a norm that once the contract lapses I automatically enter into a month to month contract and I should pay for what was supp**** to me. I inquired how I enter into a contract that I'm not informed or aware of? No prior courtesy call from MTN to brief me about the latter. MTN had the chance to brief me about that during sales and during the upgrade call a couple of months back but they didn't. Instead that prefer charging me for items. the supervisor insisted that i pay as they had supp**** services to me. This did not make sense to me because i had data and minutes for the time that i had not paid and my line was suspended. When my suspension was lifted at the end of May that data and the minutes for the last two months of the contract were supp**** back to me.

I explained that this was like entering an grocery shop, buying goods and when you checkout the teller adds more goods for you which you are expected to pay for. My line is still suspended - MTN does not bother to contact me to resolve - this matter. I call make calls or access my data and even the prepaid airtime i had loaded. i asked them if i had an emergency and i cant even call out ?? but it doesnt bother them at all.