********* Business Practices: RewardsCo

Good Day MTN and RewardsCo, I have had a terrible experience dealing with your two companies, and I would like to request that you rectify the situation immediately. Early in September I was called by an agent from RewardsCo who was marketing a router and data. As I am elderly and couldn’t hear properly, I didn’t even realise that the person was calling from RewardsCo, as they mentioned MTN and I was under the impression that I was dealing with MTN. I agreed to subscribe to the router and data, not fully understanding the contract or the amount that I would have to pay. The router was delivered a few days later. I was unable to get it working. My daughter assisted and could also not get it working. I then paid a support specialist R1400 to get it working. He could also not get it working. We then decided to give it back. At this stage I had no idea that the company called RewardsCo was involved. I went to my local MTN shop 3 times without any luck. On the 3rd visit one of the MTN employees realized that this ‘contract’ was with RewardsCo and not with MTN. They directed us to an MTN shop in Klerksdorp where I was able to hand the device back to an MTN direct employee on the 20th of September 2021. I was given a couple of reference numbers: IRMS564920. I was told that I had handed the device back within the 10 day period allowed for returns. In the shop the MTN Direct employee called a number and I talked to the agent (not sure if this was RewardsCo or MTN) – the agent told me that I would get an SMS with a reference number – RCO137787 – I had to call them and give that reference number. I was given several telephone numbers to call when I received this SMS. Lo and behold I never received any SMS. I tried calling the various numbers that the MTN Direct shop gave me for RewardsCo. It was very difficult to get through to the numbers and many times I called it said ‘This number does not exist’. Eventually I did get through a few times and chatted to RewardsCo agents. I was told by Abdul on 29 September 2021, that they had a record that the device had been received, but they were waiting for MTN to respond. They are saying that MTN’s warehouse has never let them know that the device has been received. Abdul promised to get back to me. As I expected he never got back to me. On the 26th of October I tried calling and was repeatedly cut off. On the 27th of October I spoke to a Nicolin who told me that he had sent an urgent request to MTN to supply the RNA number. He promised that it would be provided the next day and the cancellation could be completed. Since then I have talked to Zanile who told me that I should reverse/cancel the debit order. For the past 2 months I have been invoiced R467.40 per month for a router which I do not have and for data which I have not used. How on earth can I get this cancellation completed? The only conclusion I can reach is that RewardsCo and MTN are not acting in good faith and that this is a ****. Please respond to me urgently and conclude the cancellation. Regards