Abysmal MTN customer service-Contract upgraded without my consent

J

justplain

Expert Member
Joined
May 14, 2004
Messages
2,080
long story short, my 24mth MTN tablet/data contract due to expire next month (end May 2016) was renewed in March without my consent or approval.
I only found this out after I called in to inquire about cancelling my contract at the specified end date only to be told I couldn't cancel it because it have been renewed for another 36 months!
I have sent numerous mails to their customercare@mtn.co.za detailing my entire story and supplied a police affidavit stating I didnt not choose to upgrade along with all my details.
Tomorrow (Friday 29th April) it will be 2 weeks since I first made contact.
Thus far I have not had one iota of assistance from MTN other than letting me know a ticket was logged.
Any idea on what steps I should take to get this moving? My next thoughts are twitter and Facebook?

thoughts
 
M

Marsie27

Senior Member
Joined
Jul 21, 2014
Messages
800
Good luck, Justplain. I renewed/downgraded my contract last June, admittedly in the middle of their strike, and it was incorrectly loaded, and I have been billed for a service I did not have from then until last month. I carried on paying the extra amount as I couldn't risk the service being suspended, but kept on at them, firstly through the MTN store where I had renewed (useless) and then on about 6 occasions via 808, keeping note of reference numbers, emailing copies of my contract documents to successive consultants 3x etc. I eventually asked to speak to a supervisor and then got action and the matter is more (to MTN) or less (to me) sorted. Now I have a credit balance for a couple of months. So if it's only two weeks since you started moaning, just keep at it.
I had a debit order off my credit card for many years, but about 2 years ago they told me they didn't want that any longer and that I needed to use a debit order off my bank account. I said not a chance, and since then have been paying by repeat EFTs, so I can control the amount to be paid.
 
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ginggs

ginggs

༼ つ ◕_◕ ༽つ
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Joined
Jun 26, 2006
Messages
12,151
justplain said:
long story short, my 24mth MTN tablet/data contract due to expire next month (end May 2016) was renewed in March without my consent or approval.
I only found this out after I called in to inquire about cancelling my contract at the specified end date only to be told I couldn't cancel it because it have been renewed for another 36 months!
I have sent numerous mails to their customercare@mtn.co.za detailing my entire story and supplied a police affidavit stating I didnt not choose to upgrade along with all my details.
Tomorrow (Friday 29th April) it will be 2 weeks since I first made contact.
Thus far I have not had one iota of assistance from MTN other than letting me know a ticket was logged.
Any idea on what steps I should take to get this moving? My next thoughts are twitter and Facebook?

thoughts
Click to expand...
Was there a new device to go with the renewed contract?
 
I

I O U

Senior Member
Joined
Jan 31, 2011
Messages
841
justplain said:
long story short, my 24mth MTN tablet/data contract due to expire next month (end May 2016) was renewed in March without my consent or approval. Any idea on what steps I should take to get this moving?
Click to expand...

If you're near enough to one of their main regional centres, rather go in there instead of relying on responses via e-mail or 808, and ensure they give you ref nos. for whatever steps they take to cancel for you. May be inconvenient, but better to go that route, before resorting to social media etc.

When I cancelled a contract with them around 2010 that's what I did, and even got them to give me a letter from the regional office confirming the cancellation.
 
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