Nobody Important
Executive Member
Venting thread, but also hoping anyone who knows someone can assist...
Great wall of text:
One of my contracts was due to end in Aug. I was advised by an MTN consultant to call 135 in July and give the required 30-days notice to avoid further billing. This means the number (071...) then becomes a prepaid.
I followed those instructions and 135 confirmed all was in order and no penalties will be due. They then really tried their best to retain me on contract but I didn't feel like I was getting a good deal at the time.
Fast forward to mid-August, I saw a decent deal in an MTN brochure and went into a physical MTN store to signup. I mentioned to the store consultant that I had given my 30-day notice but have changed my mind, so if an "upgrade" is not possible, then fine please proceed with a new contract but using the same number (071...).
The store consultant said there is no issue with proceeding to use the same number and starting the contract anew without penalty. I signed up, and was given the new device and all seemed fine. To my mind, signing up for a new contract using the same number means the prior cancellation notice would have been ignored since MTN would want to retain a contract customer.
Again, fast-forward to the morning of 30 Aug when I received an invoice and statement informing me of a debit that will go through on 1 Sep for approx. R8600. Device cancellation and plan cancellation were the big line items. It seems they didn't stop the countdown from my prior 30-days notice, i.e. Day Zero kicked in even though I renewed the contract.
Trying to get help from 135 was a mission, I kept getting transferred from one dept. to another and calls got dropped after explaining my complaint. So I went into the same MTN store and sat in front of the same MTN consultant and asked her to fix it. She made a few calls and logged a ticket. She said the best I can do is to reverse the debit order when it goes through while waiting for MTN to re-instate the contract. I do not wish to do that as I have 3 numbers on contract with MTN in my name, so the other phones would probably get disconnected if I reverse the debit order.
I also emailed MTN Customer "Care" on 30 Aug - someone responded asking for additional info which I then supplied - no response thereafter.
This morning (3 Sep) I escalate by emailing MTN Complaints - no response as yet.
I am doubtful that I will get help from MTN to resolve. They have their money so there is no incentive for them to fix the issue.
What should be my next step?
TLDR Version:
I followed MTN’s advice to give 30-days notice in July to switch to prepaid when my contract ends in Aug. Mid Aug I changed my mind and signed a new contract using the same number, assuming the cancellation notice would be voided.
End Aug, I received an invoice for R8600 for device and plan cancellation. Attempts to resolve this with MTN have been unsuccessful. Am I screwed?
Great wall of text:
One of my contracts was due to end in Aug. I was advised by an MTN consultant to call 135 in July and give the required 30-days notice to avoid further billing. This means the number (071...) then becomes a prepaid.
I followed those instructions and 135 confirmed all was in order and no penalties will be due. They then really tried their best to retain me on contract but I didn't feel like I was getting a good deal at the time.
Fast forward to mid-August, I saw a decent deal in an MTN brochure and went into a physical MTN store to signup. I mentioned to the store consultant that I had given my 30-day notice but have changed my mind, so if an "upgrade" is not possible, then fine please proceed with a new contract but using the same number (071...).
The store consultant said there is no issue with proceeding to use the same number and starting the contract anew without penalty. I signed up, and was given the new device and all seemed fine. To my mind, signing up for a new contract using the same number means the prior cancellation notice would have been ignored since MTN would want to retain a contract customer.
Again, fast-forward to the morning of 30 Aug when I received an invoice and statement informing me of a debit that will go through on 1 Sep for approx. R8600. Device cancellation and plan cancellation were the big line items. It seems they didn't stop the countdown from my prior 30-days notice, i.e. Day Zero kicked in even though I renewed the contract.
Trying to get help from 135 was a mission, I kept getting transferred from one dept. to another and calls got dropped after explaining my complaint. So I went into the same MTN store and sat in front of the same MTN consultant and asked her to fix it. She made a few calls and logged a ticket. She said the best I can do is to reverse the debit order when it goes through while waiting for MTN to re-instate the contract. I do not wish to do that as I have 3 numbers on contract with MTN in my name, so the other phones would probably get disconnected if I reverse the debit order.
I also emailed MTN Customer "Care" on 30 Aug - someone responded asking for additional info which I then supplied - no response thereafter.
This morning (3 Sep) I escalate by emailing MTN Complaints - no response as yet.
I am doubtful that I will get help from MTN to resolve. They have their money so there is no incentive for them to fix the issue.
What should be my next step?