wildheart558
Active Member
- Joined
- Mar 30, 2016
- Messages
- 58
- Reaction score
- 12
I was on the Home 5G 100Mbps Uncapped contract from 7 September 2022 till 26 August 2024.
In the middle of July 2024 MTN contacted me and said that the contract is about to end and that they do not offer the same package anymore, that I need to move over to their 'upgraded' package. A week after this phone call our 5G access stopped and on 4G we were lucky to get speeds of 1Mbps but mostly it was just dead. Our business stood still, we could not upload Debit Orders, payout clients and our internet phones did not work at all! I phoned coverage, emailed, complained, fought, begged but all daily communication fell on death ears. According to them there was nothing wrong with their tower. I thought that there must be something wrong with the ZTE router that I was supplied with in 2022 and waited for the contract to finish so I could change it before we had another disastrous month end in August.
On the 20th of August 2024 I went to the MTN store at Harvest Place Kempton Park to apply for the Infinite Month2Month maximum speed contract with new router which would hopefully sort out the 5G problem. I confirmed with Thuto Modise that the previous contract would end on 26 August 2024 and will not go over to month-to-month. Thuto Modise also confirmed that he would follow up with the no connectivity issue.
On the 2nd of September 2024 I was billed R273.29 and received a Tax Invoice for a cancellation charge for my ENDED contract???? I contacted customer care who said I must contact [email protected]. On the 4th of September Noloyiso Blayi from retention emailed me back and said "Kindly please be advised this number 27735571822 has been moved to prepaid". What the hell???? Nowhere in their contract does it say that your ended contract will move to prepaid and that you will then be charged for it nor does it say that your ended contract will have a cancellation fee! Noloyiso Blayi just ignored all follow-up emails. I contacted Thuto Modise who said that the charge is wrong and he will sort it out.
Unfortunately, the new router did not solve the 5G problem, it was actually worse as we could not even connect to 4G. The daily complaining, fighting and begging continued with no results!!! Eventually Thuto emailed them and begged them to sort out the problem. Finally on the 1st of October Kiran Belli contacted me and it turns out that they actually switched the 5G tower OFF middle of July!!! How can they switch the tower off knowing that they have customers connected to it, still charge me the full amount and most of all everybody at customer care and connectivity lied to me about it!!!? Kiran did not have an answer to it, just said sorry. He then boosted the tower which is much further away and made lots of settings changes so that we eventually could connect to 5G again. MTN cost us 3 months of productivity!
On the other hand the retention department ignore all emails from me and all emails from Thuto Modise at the MTN store. Until today they still owe me R273.29 which they illegally deducted from my account for the contract that ENDED!!! What must I do to get them to pay my money back?
In actual fact according to their contract point 18. Liability: We accept liability for loss or damages suffered by you, which are directly caused by us. They actually owe me the subscription fee of R1 128.08 for July and August and R999.00 for September as they switched off the 5G tower and only accepted fault in October!
Any suggestions on what to do next because all roads so far lead to nothing?
Edit: No there is zero possibility of going over to fiber in Kempton Park CBD as I was told by all fiber suppliers.
In the middle of July 2024 MTN contacted me and said that the contract is about to end and that they do not offer the same package anymore, that I need to move over to their 'upgraded' package. A week after this phone call our 5G access stopped and on 4G we were lucky to get speeds of 1Mbps but mostly it was just dead. Our business stood still, we could not upload Debit Orders, payout clients and our internet phones did not work at all! I phoned coverage, emailed, complained, fought, begged but all daily communication fell on death ears. According to them there was nothing wrong with their tower. I thought that there must be something wrong with the ZTE router that I was supplied with in 2022 and waited for the contract to finish so I could change it before we had another disastrous month end in August.
On the 20th of August 2024 I went to the MTN store at Harvest Place Kempton Park to apply for the Infinite Month2Month maximum speed contract with new router which would hopefully sort out the 5G problem. I confirmed with Thuto Modise that the previous contract would end on 26 August 2024 and will not go over to month-to-month. Thuto Modise also confirmed that he would follow up with the no connectivity issue.
On the 2nd of September 2024 I was billed R273.29 and received a Tax Invoice for a cancellation charge for my ENDED contract???? I contacted customer care who said I must contact [email protected]. On the 4th of September Noloyiso Blayi from retention emailed me back and said "Kindly please be advised this number 27735571822 has been moved to prepaid". What the hell???? Nowhere in their contract does it say that your ended contract will move to prepaid and that you will then be charged for it nor does it say that your ended contract will have a cancellation fee! Noloyiso Blayi just ignored all follow-up emails. I contacted Thuto Modise who said that the charge is wrong and he will sort it out.
Unfortunately, the new router did not solve the 5G problem, it was actually worse as we could not even connect to 4G. The daily complaining, fighting and begging continued with no results!!! Eventually Thuto emailed them and begged them to sort out the problem. Finally on the 1st of October Kiran Belli contacted me and it turns out that they actually switched the 5G tower OFF middle of July!!! How can they switch the tower off knowing that they have customers connected to it, still charge me the full amount and most of all everybody at customer care and connectivity lied to me about it!!!? Kiran did not have an answer to it, just said sorry. He then boosted the tower which is much further away and made lots of settings changes so that we eventually could connect to 5G again. MTN cost us 3 months of productivity!
On the other hand the retention department ignore all emails from me and all emails from Thuto Modise at the MTN store. Until today they still owe me R273.29 which they illegally deducted from my account for the contract that ENDED!!! What must I do to get them to pay my money back?
In actual fact according to their contract point 18. Liability: We accept liability for loss or damages suffered by you, which are directly caused by us. They actually owe me the subscription fee of R1 128.08 for July and August and R999.00 for September as they switched off the 5G tower and only accepted fault in October!
Any suggestions on what to do next because all roads so far lead to nothing?
Edit: No there is zero possibility of going over to fiber in Kempton Park CBD as I was told by all fiber suppliers.
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