MTN are stealing from us

I

ismaelhassa

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Our two contracts finished in February 2019. Despite lots of emails and communications, they continue charging us the full contract fees which includes the devices. They promise to fix it but its never done.
What recourse do we have - is there an ombudsman, etc to help us get our money back and penalise MTN for unethical business practices.

TIA
 
Is the contract finished or just in the upgrade stage? Also, did you upgrade earlier (before 24 months) on previous contracts or did you let them run out?
 
Toxxyc said:
Is the contract finished or just in the upgrade stage? Also, did you upgrade earlier (before 24 months) on previous contracts or did you let them run out?
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No Upgrade. We wanted to move to prepaid after the contracts ran out.
 
I hate this.

One thing you can try if you haven't already is reaching out on social media. This shouldn't be a go-to solution, but in this instance it may help speed up resolution. Twitter, FB etc - post the issue and relevant call reference numbers if you have them. That normally gets people moving as it's bad PR for them.
 
ismaelhassa said:
No Upgrade. We wanted to move to prepaid after the contracts ran out.
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What he is asking is did the contracts just read their "you can upgrade now" phase or have they actually run their full course?

Usually upgrades are at Month 21 but the full term is end of Month 24.
 
ismaelhassa said:
The freaking need to cancel the contracts as per our instructions but they continue to ignore and bill us...
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Have you tried reversing the payments with your bank then? You'd be surprised how quickly they jump when you take their money. Or your money. Whatever.
 
ismaelhassa said:
Our two contracts finished in February 2019. Despite lots of emails and communications, they continue charging us the full contract fees which includes the devices. They promise to fix it but its never done.
What recourse do we have - is there an ombudsman, etc to help us get our money back and penalise MTN for unethical business practices.

TIA
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If the contract was 24 months or over they should have done it with a months notice - are you certain it was 24 months and not just upgrade time (21 months) ?
 
Toxxyc said:
Have you tried reversing the payments with your bank then? You'd be surprised how quickly they jump when you take their money. Or your money. Whatever.
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They just set their debt collection drones on to you.

As far as I believe, they have no internal audit trail, and have a reputation for just adding "services" and charges to your account that you don't request. Plus enabling out-of-bundle data and uncapping your account when they feel like it.

This was a literal conversation my family had with a manager in Cape Town.
Manager: The system says you enabled these services on your account.
Us: But we didn't.
Manager: But the system says you did.
Us: But we didn't.
Manager: But the system says you did.
...

We reached the point where the stress dealing with it was too much and wrote it off. Their goto defense is always, "But the system...". Now we just get calls on the odd occasion trying to get money out of us that they claim we owe them.

All I can suggest is get away from MTN as fast as possible and never sign another contract with a mobile provider in this country again.
 
SauRoNZA said:
What he is asking is did the contracts just read their "you can upgrade now" phase or have they actually run their full course?

Usually upgrades are at Month 21 but the full term is end of Month 24.
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run full 24 months plus into overtime now.
 
I too have a minor problem , where they signed my daughter up on the incorrect package .

Brought to their attention in January, but since then, nothing done. It’s a R100 extra per month so I’m not losing sleep over it.

They are incompetent, no doubt.
 
ismaelhassa said:
run full 24 months plus into overtime now.
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you not going to get far arguing they supposed to cancel and what you claim they owe you (if you using the sims you have used the service) - just get them to cancel and move to prepaid.
Its also on month to month now - so its only a months notice and your subscription should be significantly less for the last couple of since no handset charges.
 
isie said:
you not going to get far arguing they supposed to cancel and what you claim they owe you (if you using the sims you have used the service) - just get them to cancel and move to prepaid.
Its also on month to month now - so its only a months notice and your subscription should be significantly less for the last couple of since no handset charges.
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That's the OPs problem, he cannot get them to cancel it.
 
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