Yet again MTN proves to be *********

On December 2, 2024, at 13:35, I visited the MTN store to cancel my month-to-month contract, as instructed by the call center on October 14, 2024. Despite initial resistance from Nokukhanya Xaba (reference number IRMS ***), only after i insisted as she claimed that I had to return to the original store where I purchased the contract. I was able to explain the call center's instructions and she eventually processed the cancellation.

However, to my surprise, a debit order was still processed on December 4, 2024. When I contacted the call center, 24 December 2024, Thembiso confirmed that the cancellation had been processed, but he couldn't assist further and transferred me to the personal department. The call center agent, Elaine, initially told me that I needed to return to the store to complete the cancellation process, which I found frustrating and unnecessary.

After insisting that Elaine resolve the issue, she transferred me to the retentions department, where I spoke to Kwanele. Unfortunately, Kwanele told me that I had been transferred to the wrong department and transferred me again to the billings department. Finally, I spoke to Zethu, who assured me that there would be no further debit orders.

However, on January 4, 2025, I was shocked to discover that another debit order had been processed. I had to reverse the debit order and stop further debit orders, which required hours of phone calls with MTN staff. Throughout this ordeal, I found the staff to be unhelpful, uninformed, and *********. This is not the first time I have experienced poor service from MTN, and I am concerned that many other customers may be facing similar issues.

As someone who has had to micro-manage this situation, I can only imagine the difficulties that other customers may be facing. Is this the kind of service that MTN prides itself on? I hope that MTN will take my complaint seriously and take steps to address the systemic issues that led to this frustrating and disappointing experience.