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Byron T
Active since Feb 2022
2
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2 reviews26 months ago
"MTN's Disastrous Customer Service: A Frustration-Filled Nightmare"
My Name is Byron du Toit (081 0167616) I am deeply disappointed by my experience with MTN (Mountain Mill Mall) in Worcester. On the 21st of December 2023, I visited the MTN store to cancel my LTE Router contract (10mbps), which was set to end on 27 December 2023. I had acquired a second LTE Router with a 20mbps plan, which was more affordable than the 10mbps contract I was paying over R500 for at the time. I was paying for both the 10mbps and 20mbps contracts simultaneously and was eager to cancel the 10mbps contract early to save over R548. The store manager, Mitchell, assured me that since I had honored my contract and never missed a payment, there would be no extra costs involved in the cancellation. He confirmed that the billing cycle began on December 27 and that I had come in just in time. In January 2024, I was shocked to receive an SMS from MTN stating that I owed R548 for a contract I knew I had canceled. I immediately visited the store to inquire about this discrepancy. Mitchell informed me that I would have to wait until the 25th of January 2024, for the money to be deducted, at which point he would be able to address the issue. He assured me that the matter would be resolved within 21 days and that the money would be credited to my MTN account. After waiting the full 21 days and returning to the store, I was informed that MTN had not resolved the matter and that I would need to call the MTN Helpline for further assistance. However, the person I spoke to on the helpline kept transferring me to different departments, none of which could provide a resolution. This process left me extremely frustrated, and Mitchell could see my disappointment. He promised to email his manager and log a call with MTN to ensure that I would receive my money back. On 29 February 2024, he sent me a screenshot of the call log, which stated that there was no credit due on my account. I am extremely dissatisfied with MTN's services. Despite canceling my contract on 21 December, I have yet to receive my money back, which was deducted without my consent. Additionally, my 10mbps line was deactivated after cancellation, rendering it unusable, yet I was still charged for it. I expect MTN to resolve this matter and return my R548. My wife and I have been loyal MTN customers, but this experience has made me reconsider. I am thoroughly disappointed with their services.
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51 months ago
Overcharged cell phone contract
My wife bought 2 devices on contract, as part of our upgrade in December 2021. The value of the 2 phones was R499 & R249 pm respectively. The usual amount went off on the 2nd of January 2022, which was R748, but as of today, they withdrew over R3000 from her account. this is the first time that such a thing happened to us.
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