MTN contract cancellations are broken

One of my clients is in the exact same boat with MTN.

She visitied a store several times, called them, emailed them, but made no progress and the demand letters and threats keep on coming.

Luckily she has a top-notch lawyer in the family who has now stepped up to the plate.
 
Skelm is skelm. Age old business tactic to make it as difficult as possible to cancel and then fleece the customer one last time. I wonder if the ruin to reputation is worth the money in the long run, I for one have never gone back to a company, specifically for this reason.
 
Jan said:
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.
Click to expand...
I am still getting sms saying I own MTN almost R600, but my contract was cancelled July last year and was told no more additional fees as if I need anything now I would need to recharge because I had to switch to prepaid. After that waited sometime to move to Vodacom, but still after a month with Vodacom another debit order went off. Contacted MTN asked them why they taking money from my account and that they stealing from me now, was told it’s an error. Well that error happened again after a month, I every time reversed the debit order just to have it go off next month again. Continued reversing till they stopped, now getting monthly messages saying I need to settle my account or they will had me over, but according to their system at the MTN shop my account is paid in full, how do you explain that??
 
So from what I gather from the article is MTN know they are underhanded kunts and are really trying to not be kuntish but will carry on being kunts until they have an anti **** system place.
Even after getting some sort of limp dick excuse as to why this is happening and admitting there are problems they still don't offer a refund to the myBroadband staffer.
I moved to prepaid 12 years ago when I suddenly got a 13k account which MTN didn't seem to interested in resolving. A year long court case I finally beat these cock gobblers.
 
ADB71 said:
Skelm is skelm. Age old business tactic to make it as difficult as possible to cancel and then fleece the customer one last time. I wonder if the ruin to reputation is worth the money in the long run, I for one have never gone back to a company, specifically for this reason.
Click to expand...
They don't care, it's a (30%er) strategy.

See WebAfrica for similar malfeasance. As long as the sell side onboarding beats attrition at a certain ratio, the board is happy.
 
A significant part of the problem is MTN have outsourced their new contracts and retentions department to these a$$holes here : https://www.ignitiongroup.co.za/

They totally fked up my last upgrade at the end of last year and when I tried to get help they blatantly ignoring all my calls and emails. Also they are completely separate from MTN so there’s zero accountability so they just pass your call from pillar to pillar no one gives a fk. When it’s discovered on the MTN there is a genuine issue because they are separate no one gets brought to book and everyone just blames everyone else, that also means there’s no motivation to fix anything because from the Ignitiongroup side all they are interested in is hitting target and once the contract is sold they do not give 2 shts.

It took me around 3 months to get some headway with probably hundreds of calls and numerous emails.
The issue is only half fixed, I’m still not receiving the correct data allocation and I noticed on the latest bill I’ve just had a price increase and the contract is only 6 months old.
 
They are the worst. They cancelled my contract after months of fighting as their 3rd party agent sold me a bogus deal.After referring them to their “all calls are recorded” they acknowledged their error and collected their device.
For the past 5 months I am fighting them because although they cancelled the contract they want me to pay R11k for device returned to them. Every month they cancel my prepaid line and my data line (paid) because no one is competent enough to pass a credit for a device they have received in their warehouse… Don’t get me started and the 100+ agents from all divisions I have spoken to who always say “Unfortunately this is not my department”… I am currently sitting without service (paid) and this is the deal every month!! The worst service received in years….
 
airborne said:
A significant part of the problem is MTN have outsourced their new contracts and retentions department to these a$$holes here : https://www.ignitiongroup.co.za/

They totally fked up my last upgrade at the end of last year and when I tried to get help they blatantly ignoring all my calls and emails. Also they are completely separate from MTN so there’s zero accountability so they just pass your call from pillar to pillar no one gives a fk. When it’s discovered on the MTN there is a genuine issue because they are separate no one gets brought to book and everyone just blames everyone else, that also means there’s no motivation to fix anything because from the Ignitiongroup side all they are interested in is hitting target and once the contract is sold they do not give 2 shts.

It took me around 3 months to get some headway with probably hundreds of calls and numerous emails.
The issue is only half fixed, I’m still not receiving the correct data allocation and I noticed on the latest bill I’ve just had a price increase and the contract is only 6 months old.
Click to expand...
I seem to be on the same boat as you ‍♀️‍♀️‍♀️
 
airborne said:
A significant part of the problem is MTN have outsourced their new contracts and retentions department to these a$$holes here : https://www.ignitiongroup.co.za/

They totally fked up my last upgrade at the end of last year and when I tried to get help they blatantly ignoring all my calls and emails. Also they are completely separate from MTN so there’s zero accountability so they just pass your call from pillar to pillar no one gives a fk. When it’s discovered on the MTN there is a genuine issue because they are separate no one gets brought to book and everyone just blames everyone else, that also means there’s no motivation to fix anything because from the Ignitiongroup side all they are interested in is hitting target and once the contract is sold they do not give 2 shts.

It took me around 3 months to get some headway with probably hundreds of calls and numerous emails.
The issue is only half fixed, I’m still not receiving the correct data allocation and I noticed on the latest bill I’ve just had a price increase and the contract is only 6 months old.
Click to expand...
So, I've just confirmed that my aforementioned "hickup" is due to a delay with rewardsco, part of the same company you mentioned. Oh, and the device is still not shipped.

So much for outsourcing.
 
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I cancelled my last MTN contract in 1999/2000 early and paid it up.

It took me around 8 years to get them and their lawyers off my back.

Each time I paid in full the lawyers would get back to me and say I now owe them another R1200 down to R54 and then the next month they would repeat.

Eventually I told them I will only pay if they send me a letter stating that I no longer owe them any money after the next payment.

They sent it to me.

For the next 4 years each time they called or emailed or faxed I would fax or email the letter back to them along with proof of payment.

They would then try and force me to acknowledge debt in all sorts of sneaky ways but my response to them was always the same. "I am fully paid, I have sent you proof of payment many times, go **** yourself".
 
My Son has been battling cancel a contract for 18 months. can only d the call centre runaround. as soon as oyu prove their records wrong the agents drop the call. Need to have a simple cancellation portal on the website with a credit card type link to pay in clawbacks and reasonable cancellation fees, done in 20 minutes.
 
Ntwezi said:
They are the worst. They cancelled my contract after months of fighting as their 3rd party agent sold me a bogus deal.After referring them to their “all calls are recorded” they acknowledged their error and collected their device.
For the past 5 months I am fighting them because although they cancelled the contract they want me to pay R11k for device returned to them. Every month they cancel my prepaid line and my data line (paid) because no one is competent enough to pass a credit for a device they have received in their warehouse… Don’t get me started and the 100+ agents from all divisions I have spoken to who always say “Unfortunately this is not my department”… I am currently sitting without service (paid) and this is the deal every month!! The worst service received in years….
Click to expand...
Yep the ignitiongroup agents just hand you around like a hot potato, every team leader would promise to phone me back or get the correct person to phone back and not once did that ever transpire. I don’t think you could find a company more incompetent and downright shady than the ignitiongroup, absolutely zero accountability.
 
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now05ster said:
So, I've just confirmed that my aforementioned "hickup" is due to a delay with rewardsco, part of the same company you mentioned. Oh, and the device is still not shipped.

So much for outsourcing.
Click to expand...
The way I got some headway was to call the ignitiongroup directly, ask to be forwarded to the mobile division and explain to the person that answers the horrible experience you’ve been having and if there’s anyway they could help. They then put me through to someone that helped enough that the situation is now more manageable, they did eventually stop replying to my emails though and left me in the lurch but it was better than the MTN call centre. The MTN walk in service department also helped, they can actually get things done because even though their tickets get sent to the same retarded back office at least there is some accountability.
 
airborne said:
The way I got some headway was to call the ignitiongroup directly, ask to be forwarded to the mobile division and explain to the person that answers the horrible experience you’ve been having and if there’s anyway they could help. They then put me through to someone that helped enough that the situation is now more manageable, they did eventually stop replying to my emails though and left me in the lurch but it was better than the MTN call centre. The MTN walk in service department also helped, they can actually get things done because even though their tickets get sent to the same retarded back office at least there is some accountability.
Click to expand...
Thanks. If I decide to take it up again I'll use this advice.

I've given it a rest now. They haven't started billing me for the device and I think it's because their systems only do so once delivery is confirmed.

Some battles are just won by taking your money elsewhere and not repeating one's mistakes.

Hopefully this article ranks high in Google's search results and helps others.
 
I remember when I cancelled my MTN contract they still got a couple of extra months out of me. That was the nail on the coffin to never ever get a contract with any of these devil's again. The same goes for the practice where they increase your contract fees. MTN, Vodacom, Telkom.... They are the same.


Also make sure you keep all the proof of communication as they will pester you afterwords as well. Do everything in writing.
 
Jan said:
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.
Click to expand...
This has not changed at all since then. I have been struggling for 4 months to end my contract, calling every month, getting lies as responses, or no responses at all. And Im still paying for data I do not even use. Pathetic!
 
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