Name: Mr L J Magane

Account no: A1671408

Cell phone no: 083 567

6759

www.mtnsp.co.za

Dear Sir/Madam

RE: COMPLAINT AGAINST SERVICE PROVIDED UNDER ACCOUNT NO:

A1671408, CELL PHONE NO: 0835676759

1. I am highly aggrieved, distressed and totally dissatisfied with the service

provided to me as a customer.

2. Kindly enquire into this matter speedily and inform me accordingly as I’ve got
no joy from your service centre in Jabulani Mall before it closed down.

3. According to my understanding of the cell phone contract I signed with you, I

was suppose to pay R89.00 a month and the contract would be terminated
after 24 months, which period had ended at the end of November 2009.

4. On the 4th of January 2010 I did the following when I went to your service
centre in Jabulani Mall Soweto:

4.1 I reported that my cell phone (which obviously had a sim card in it) was
stolen;

4.2 I made a request for cancellation of the contract, since the agreed
period had elapsed anyway;

4.3 I received a fax call report from your service centre, confirming that
my request for cancellation of the contract was successfully send
to you.

5. In my opinion and understating of the cancellation request you had 1

calendar month to process the cancellation on the contract. Therefore as far
as am concerned by the 4th of February 2010 there was no agreement to
provide further service to me.

6. Moreover, according to my understanding of the term and a condition of our

contact, even if the agreed term of the contract was supposedly not over yet,
 immediately after I report to you that my cell phone was stolen, you had to
suspend further service to me.

7. On the statement I received dated on or around 20th February 2010, I was

shocked that you have failed to suspend the use of my phone and that you
have further topped up my account after I have reported the phone stolen.

8. I subsequently went back to your service centre to enquire and I was told that
the request does not appear on the system yet but the problem would be
fixed.

9. Kindly inform me of the reasons to refuse or fail to cancel my contract and

reasons for continuing to forcefully provide unwanted and non beneficial
service to me. As the period of the contract has lapsed, I have informed you
accordingly in January 2010 that I am cancelling the contract and that I
cannot enjoy your services as my phone was stolen.

10. As your customer I do not think is unreasonable to expect you as my service

provider to look after my interests and not allow a thief to continue benefiting
at my expense by not suspending service and cancelling the contract when
requested to do so.

11. Further inform me accordingly of the following:

11.1 When will stop billing me for this unwanted and non beneficial
service?

11.2 When will you cease debiting my bank account for superfluous and
detrimental service?

11.3 When can I expect a refund for the amount I am not bound to pay to
you in terms of our contract?

11.4 What will it take to honour my cancellation request?

12. Please attend to this complaint urgently, as this matter is costing, robbing
and hurting me financially and emotionally.

13. Further also ensure that this matter is dealt with before the end of June 2010
or before further making any debits on my bank account which ever may
come first.

14. I await your prompt response.

Yours distressed customer

Mr. L J Magane