MTN - pathetic service once again!!

The number to be upgraded: *** My other number on which I can be contacted: *** My bill run date is the 17th, I got to work on the 20th and saw my invoice for R2546.02 for a contract that I pay R299 for. When I contacted 135, I was told by Noxolo Mngadi from your billing department that my contract had expired, I was supposed to KNOW that I had to cancel the contract and that from being billed in arrears, I am now billed in advance. The contract is 3 years old and no mtn service consultant has contacted me to upgrade or to advise me of what needs to be done 30 days before the contract can expire. I also was not advised of the arrears/advance billing. I contacted the MTN store in Gateway and the issue was escalated to Faiza Kader at Mobile Communications and I was assured that MTN would be bulk crediting their customers because I am not the only one affected. I spoke to Abigail from your Retentions department to cancel my contract on 20.11.2023, she said that she could upgrade me, but my credit limit is the problem. She made me hold and then I was transferred to the legal department for arrangements and debt review. When I spoke to the agent there, they could not understand why I was transferred to them and told me to call 135 back. I had already spent close to 2 hours calling and being cut off and speaking to agents and getting nowhere. I called back and spoke to Bandile Nangu also at Retentions. He offered to upgrade my contract again and assured me that I will not be paying the charge of R1580 for the contract that cost me R299. I asked him for assurance, and he said that the calls are recorded and that is my proof. He said that he is going to transfer me to his colleague Sibabalo Mpiti to conclude the contract. This was on the 20th of November. I had a conversation with Sibabalo, and we agreed to upgrade my contract to a 200gb Anytime Data Contract for R318 over 36 months. He also assured me that I would not be charged the R1580 for the contract because I would be upgrading. I think he had system issues when capturing and told me the upgrade was requested and that he would call me by 5.00pm that afternoon. I received a few messages: My order has been created ***, We’ve hit pause on your credit check until we have all the documents we need. Please chat to your agent to find out what we need from you. I also received a few failed authentication messages. I waited for the call from Sibabalo, and no call came through. I contacted 135 on 21.11.2023 a few times because I was cut off continuously and was told by one of the agents that there are system issues with upgrades, and she cannot give me any info at this moment. I called back on 22.11.2023 in the morning and got the same feedback. On the 22.11.2023, Sibabalo contacted me at 12.26pm and told me that he requires an SAFPS Clearance Letter which I emailed to *** whilst he was on the line. I had also attached my ID, Bank Statement and Payslips and all the SAFPS communication as I did not want there to be further delays. I asked him to give me feedback again by the afternoon and have not received a call since.

I called 135 back today at 14.30pm and spoke to Mashura at Retentions (Ignition) who was insisting that she drop the order that Sibabalo had placed because it is not a Black Friday deal. She also told me that I have a zero-credit limit and it is in a minus +-R2400. I asked her not to do anything, I asked for Sibabalo’s details, and she told me that Sibabalo is part of ISON and gave me the number *** (Number does not exist).

I am now beyond frustrated! How difficult is it to upgrade a contract? I have provided all the information that was required! I have not received any feedback! It is 7 days later, soon you guys will tell me that I must pay for the data that I have used so far. This is absolutely unacceptable…is this how you treat your customers? I must make dozens of calls, follow up, track down people and get anxiety and high blood pressure in the process! This is so disappointing – how many issues must a customer have before you do something about your service?

I need this problem sorted out asap. I want the contract for 200gb / 36 months for R318. There also should not be any additional month to month charges on my account as promised. I want someone in a position to make a difference, to contact me and have a beneficial conversation with me so that I can give you feedback on how I feel about your service and give you some tips on how to handle customers and their expectations.