My complaint:
Good day
I am writing this with so much frustration, heartache and financial distress that MTN has put me through.
On the 27th of September 2023 I went to the MTN store G096 Fourways Mall were I was assisted by Mamoagi Maimane to get a 5G Home Wi-Fi for R499.00 on a monthly basis, she requested that I pay an amount of R715.54 which included the pro rata plus the October 2023 subscription of R499 and I was advised that my next debit order will be on the 4th of November 2023, however mid October 2023 my services were disconnected and when I called Mamoagi Maimane she reconnected the services apologized and reassured me that the debit order will go off the following month(November 2023).
On the 1st November 2023 my internet services were disconnected again and I called the call centre and was surprised to learn about there outstanding balance of R510.50 which I was never informed of at the time of service. I was very confused about the whole issue however the following day I made a payment of R510.50 via the pay@ services (which reflected only on the 4th of November 2023), I contacted Mamoagi Maimane and the call centre and was told my services will only be reconnected on the 1st of December 2023 (basically I will be without internet for a whole month) because the new system will not allow them to reconnect my services (Please bare in mind that I asked at the time of service or subscription if I pay in advance or arrears and I was advised in arrears).
8th of November 2023 I went back to the store to drop off the device and I was assisted by Kyle and when asked why I was never told of that in the first place (billing cycle) ,he told me a request will be sent to reconnect my services however at the time I was already frustrated and tired of going back to the store on a weekly basis so I requested for an immediate cancelation ( since it’s a cancel at any time subscription) but it a cancelation request was only sent the following day which was the 9th of November 2023, I asked Kyle to send me proof of cancellation and he forwarded me a photo of the form and told me a refund of R510.50 will be processed in 7-14 days, a few minutes later I received an SMS text advising that the cancelation of services will only be effective on the 12th of December 2023 and when I asked Kyle he said it’s only the collection of device from the store.
Now fast forward to the 4th of December 2023, a debit order attempt from MTN was done on my account and I called the call centre to understand why this is happening, I was told to go back to the store however I had family emergency I had to attend to, now come the 14th of December 2023 I decided to call the MTN store and spoke to Pam(manager) who advised that the payment I made on the 2nd of November 2023 is not reflect and should bring in a bank statement (attached hereto) to if I made I indeed made a payment.
On the 18th of December 2023 I went back to the store and was told Pam(manager) is on leave and they don’t know when she will be back, went back the following day the 19th of December 2023 spoke to a consultant and Tebogo(another manager) who told me a cancelation will not be processed until I pay an outstanding of R522.00 and the cancelation will only be effected then. I explained numerous times and even tried to show him texts messages between Mamoagi Maimane and Kyle that no one explained how their billing system works but my concerns fell on deaf ears, the agent thoroughly explained and how the cancelation takes 30 days to be processed. Tebogo( manager) requested that I pay R522.00 for the December 2023 bill since my services are still active otherwise if I fail to pay it they will remain billing me and my credit profile will be negatively affected and basically ended the conversation with ‘there’s nothing I can do for you and texts messages you have don’t mean nothing’.
So my distress is I was told to pay the R715.54 to cover the pro rata and October month, did not receive services from the 1st of November until date and even took back the device but I’m still getting billed and since the cancelation takes 30 days to be processed, how come even after that 30 days my request is still not processed? Why do I have to pay R1 748,04 for services I only received for 35 days from the 27th of September to the 31st of October? Why am i being defrauded instead of attending to my issues? Why are the consultants not questioned about the whole issue when they were sitting right there without a care in the world? Why am I being penalized for consultants who are incompetent in knowing their products and services and how the company’s billing process works?
I’ve been quiet patient and have asked for assistance numerous times and i have reached my limit, no one is willing to help (from store consultants, call centre agents and even the managers), why am I being charged for the services I’m not receiving ever since the 31st of October? This horrible act has affected my bank account negatively and mentally.
I don’t even care about the R510.50 I’ve paid in November for the services I didn’t receive, please cancel this subscription now. MTN customer service has been absolutely appalling and quiet disgusting and I have never went through such a nightmare with any company before. I want this issue sorted urgently.
Suggested solution:
Cancel the 5G internet home services and stop billing me for the disconnected services I'm not using
