MTN Contract Cancellation - Ignored! Help!!

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brendonwp

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I opened a MyCall contract with MTN for my business years ago, to get a 3G card. After the first two years were up I called to cancel, but I was told I had to go into the branch. The franchise said I had to fax a form and a letter on my business letterhead to a Joburg number, which I did.

A few weeks afterwards I was called by someone from MTN to ask why I was cancelling. I considered the contract cancelled at this stage, and destroyed the SIM.

MTN carried on making deductions in any case. There was no-one who could tell me what to do to sort this out, and I was very busy so I left it.

Today I went in to the service branch in Brooklyn and was told that they have no record of any request for cancellation. :sick:

What can I do to cancel the contract and get my money back? It is small compared to my main contract, but I am sick of being charged for something I cancelled in writing a long time ago. I can give detailed time lines and have supporting documents.

MTNDude, are you still here?? SnakePit??
 
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I've successfully cancelled contracts in the past by going to my bank and asking them to put a stop on the debit order. Technically, you can't cancel a debit order, but with FNB, you can put a 3 month block. After the first month, when the provider tries taking money off your account, they will be penalised. And of course, it never happens in month 2 or 3. They're quick to notice that, but not when someone actually cancels a contract.
 
This is why I also always insist on an email address. so i can refer to it should claims of no receipt be made. and typically the email addresses have automatically generated replies.

Sent from my GT-P1000 using Tapatalk
 
Don't forget that you pay in ADVANCE so after 23 months the deductions should have stopped if you had given them written notice 30 days before. ie on the 22 month.
Geeze, I can't wait for April when this practice will be illegal.
 
Do you not still have the fax report of the cancellation form you faxed through to them? I'm sure that'll be enough evidence to prove that you have faxed through the notice of cancellation.

It's funny that they said you need to fax it to a specific place. I recently cancelled my contract, although it was through Vodacom, I did it in store and it took me 2 mins to fill out the form. The next day I got an sms stating the the contract would be converted to prepaid at the end of the month. Fairly quick. My point is, they could've just asked you to fax the form to your nearest branch. That way, if any thing went wrong (such as in your case) you could just go back to the branch in question and follow up with then.

Anyways...
 
Next time I will cancel the debit order at the bank as well - I was too trusting!

@Silva - Apparently the branch should have done the cancellation for me, but I think they decided they would blow me off and rather sell someone else another phone and make more commission :(

I posted to Hello Peter on Sunday, and I had emails by midday on Monday that the account had been cancelled and a refund was being made. Went in to Brooklyn today and was told that Billing should complete the refund process by Monday.. let's see...
 
Update: The line has been cancelled but still no sign of a refund. Went in to Brooklyn again yesterday and the MTN system shows no sign of action since Monday 21 February.

I managed to get an email address from the service centre, so maybe I can get the ball rolling again. It really shouldn't be this hard!
 
brendonwp said:
Update: The line has been cancelled but still no sign of a refund. Went in to Brooklyn again yesterday and the MTN system shows no sign of action since Monday 21 February.

I managed to get an email address from the service centre, so maybe I can get the ball rolling again. It really shouldn't be this hard!
Click to expand...

Really, it IS this hard. If you get your money back, then you are very,very lucky. We all have to go the legal way to get get MTN to respond.
 
marco said:
Really, it IS this hard. If you get your money back, then you are very,very lucky. We all have to go the legal way to get get MTN to respond.
Click to expand...

oh ok :rolleyes:


brendonwp said:
Got my refund recently. Feeling very cheered :)
Click to expand...

Im glad you got sorted and im sorry i wasnt there to assist, i see you did forward me another query though and il get cracking on that one.
 
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