MTN contract cancellations are broken

Jan

Jan

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MTN's broken cancellation process costs customers thousands

MTN’s broken contract cancellation process is costing many of its subscribers thousands of rands without an easy way to recover the money.

MyBroadband received numerous complaints about MTN’s contract cancellation process, with subscribers saying there was no easy way to cancel their contracts.
 
Contracted service cancelation that is not international.

Pick up phone, tell them you wish to cancel stating multiple times that you don't want to get pitched a retention offer.

Get transferred to retention. Lose one's ****.

Get transferred to cancelation who promptly helps you get whatever canceled .

Get asked to rate the service.....
 
Who's behind "MTN said" ?

Whenever there's an article revealing MTN's big-shot plans it's that spokesperson (PC terminology) Jacqui who takes the credit.

When they're being called out, the company as a collective whole has to give the answers.
 
my wife also had a rough time cancelling her contract. she was given a runaround for many weeks because she was too early, then too late, then their systems were down, then the call centre didn't answer, then it was the wrong day... it's like she was trying to get rid of bloody timeshare.

no wonder mtn is posting such massive profits.
 
After decades of contracts I have just cancelled my Vodacom contract effect 12 March 2023 I think it is. So I'm waiting to see how this goes. I was also give the "it's too early to cancel now" story, and can only be done telephonically (but I explained I'm cancelling because of all the incorrect telephone promises, and I no longer want to transact via phone).

IN my mom's case with Vodacom we did the whole cancellation a year ago and it appeared fine with Vodacom ending the debit order, etc. Suddenly we got a lawyers letter with a final demand from Vodacom for a one month subscription amount that as owed, and my mom had "ignored repeated attempts to contact her". Well the contract was cancelled, so my mom had no cellphone number, and I monitor her e-mail and there was no correspondence. I was furious with Vodacom for threatening an 86-year old in an old age home like that. I sent them the proof of termination, and then they replied saying it was an error. NO apology. So I demanded an apology in writing, which I eventually begrudgingly got from them. That was what also caused me to decide to cancel my contract after so many years. Don't dare call me a valued client again unless you can actually demonstrate it.
 
I switched to Telkom Prepaid from MTN, yet it roams on MTN strange. However I have never looked back. Sure I have to actually buy a phone every 4-6 years now, but well it lasts me that long. And since I have wifi at home, wifi at work, wifi at most malls, I hardly ever buy data other than the R99 for 7.5 gig daytime/7.5gig nighttime bundle. Call everyone with whatsapp really.

I think airtime a month, actual call airtime, no more than R15 a month.
 
And I left MTN when they laughed me when phones were stolen, and they only blocked it the following day, R1300 in international calls was made during 4pm the previous day and 8pm the next day even though I called them every 30 minutes to see if their system was back online for me to cancel. They immediately deducted that amount plus additional from my account, even though the billing period hadnt been completed.

That was about 12 years ago, and I have never looked back.
 
Both major telcos are criminal organisations. Cause and effect by being stuffed to the gills with ANCers and peripheral criminals.

Yellow journalists will not call it out to any great effect, instead they dole out awards to these delinquent organisations.
 
@Jan their dept responsible for shipping contract devices is also borked. Ordered a cell phone three weeks ago, DSV delivery fails because the biometric machine tunes "eish". It has to go back MTN Fraud who must issue a OTP for delivery instead.

This is fulfilled by Mondo. Phoned Mondo one day later, on 21 April, who sends the email to MTN to do the aforementioned.

Between MTN and DSV, even with constant followups three weeks later, nobody was able to tell me what happened to the phone and where it is. Turns out DSV dropped the ball as their entire delivery batch for that day failed as the biometrics machine was faulty.

Oh, and I can't go to the store unless it's completed.
 
They should honestly survey the agents with member experience and first call resolution, and bring those in as performance metrics. They should also lean the processes.
 
When she called on 3 March, as instructed by MTN, her first call was cut off. The second call went through, but the agent put her on hold for minutes when they heard she wanted to cancel
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Same with my experience now, soo many times and hence my aforementioned post re surveys. I truly don't believe adequate measures are in place to curb call avoidance. As someone who managed call centre agents and who worked as one himself, it grates my callouses.
 
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Unfortunately we lose in this scenario.

Because MTN will run you in circles and not cancel. And you would think as a consumer you have the right to stop paying for something that you legitimately asked to be cancelled. But then MTN will gladly start sending negative scores to the credit bureaus for you..
 
now05ster said:
Same with my experience now, soo many times and hence my aforementioned post re surveys. I truly don't believe adequate measures are in place to curb call avoidance. As someone who managed call center agents and who worked as one himself, it grates my callouses.
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This is a famous tactic for when i get spam calls and I say "How did you get my number?" or "please remove me from your database." The call is immediately closed. I imagine this is a loophole that allows them to say the call dropped so they aren't mandated to do anything about it. And then phone me again next week...
The day they eradicate all call centers will be the best day on Earth.
 
neoprema said:
This is a famous tactic for when i get spam calls and I say "How did you get my number?" or "please remove me from your database." The call is immediately closed. I imagine this is a loophole that allows them to say the call dropped so they aren't mandated to do anything about it. And then phone me again next week...
The day they eradicate all call centers will be the best day on Earth.
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Could just be an outbound call centre system that cold calls numbers on databases, once the call is completed the agent it's then a closed process in favour of the agent (why must they bother with your request?)

It's could also be a system where they are incentivised on successful leads logged based on their outbound calls (time is money, why waste time with your request? )

Imagine outbound sales agents that get surveyed after they've spoken to you o_O. And that affects their incentives... Crazy talk. Lol.
 
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RhysGottwald said:
I just went through something similar with them. The really sad thing is that this sort of service is becoming the norm in SA. You have to fight every step of the way to get what you are entitled to. And all we hear as customers is;

“We are sorry, it won’t happen again”

Until it does.
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I initially wrote a measured request for assistance on Twitter, very polite and courteous, tagging Mondo, MTN and DSV. Followed up with them every three days, getting standard responses. I'm not a Karen.

3 weeks later today and my moertemperatuur fails, so I flooded their boxes. With their Ceo tagged I also said I will reply to every one of their promotional tweets, educating them about my experience.

Got the message from them that DSV is contacting me tomorrow to arrange delivery. Allegedly.

And yeah, good service is more often than not an unexpected surprise.
 
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