Complaint Against MTN Eastgate – Misleading and Poor Service by Consultant Rea

I am writing to express my frustration and disappointment with the service I received at MTN Eastgate from a consultant named Rea.

I approached Rea regarding my MTN WiFi router that had stopped working. I gave him both the router and the SIM card so he could check where the problem was. He told me he would book it in with a technician and that it would take 3 to 4 weeks.

Over a month passed with no update. My grandmother and I went back to the store to follow up, since we are still being charged every month under the contract. Rea told us to wait another week. When we returned, he said the router was ready for collection. We collected it the same day—but it still didn’t work.

I went back the next day and spoke to a different consultant. I explained the whole situation, and he checked the system. He confirmed that Rea never booked the router in or did anything at all.

To make matters worse, MTN is now asking us to pay a R575 cancellation fee for the contract—even though Rea didn’t fix the router, and we were misled for over a month while still paying for a service we weren’t receiving.

This is completely unacceptable. I am requesting that: • MTN investigates this matter urgently, • The cancellation fee be waived, • We be compensated for the month(s) we paid for a service that was not delivered.

I hope this matter will be taken seriously and resolved promptly.

Thank you.