DATA CONTRACT MESS

To whom it may concern,

I trust to get assistance from this query as I am really starting to get frustrated over receiving no help.

Last year my contract (data sim deal only) had come to an end and I was on a month to month contract, sometime shortly after the lockdown period I would say roughly MAY/JUNE I received a call from sales to upgrade my contract. (Before this call I was on a 5G day, 5G evening = R95.00), the package I was being sold was better (I cannot recall the exact amount of Gigs being given however I think it was about 10Gigs or so). After a few days the new package kicked in, I was a little upset over the fact that it would kick in so soon as I didn’t expect my existing data to be gone as I had just purchased a lot of data and I was not advised that it would be gone.

I received my new data deal as per the terms agreed on telephonically for about 2 months then my contract went back to the original plan before the upgrade. I called to complain a few times and was sent from pillar to post and eventually a case was logged for me. I was told I would receive an SMS when to call back and get feedback (case number : ***). I called back today and yet again I am being sent from pillar to post : The call centre agent I got through to said the feedback was that I need to be sent to retentions for this error to be corrected and they sent me to retentions. Retentions advised that all they deal with is retaining customers that was to cancel and cancelations so they can’t help me. I then needed to call customer care again. Customer care has now logged a new case for me. (case number SMC/***)

My bill before the upgrade (R95) My bill since the upgrade (R199.00) I cannot be paying 100% more for the same data I was receiving all along.

I would like to receive a copy of the call recording from the sale person. I want my money reimbursed and my contract as per the sales reinstated. Failure to do so I want the additional money reimbursed and my contract cancelled and hopefully receive better service elsewhere, I will also not be paying for cancelation costs as this in its entirety is not my fault.

I have used MTN ever since I have had a cell phone as a teenager from prepaid to contracts and as a loyal customer it is very shocking the silence I am receiving.

This is truly my last resort before I take this matter further. Should you refuse to help please provide ombudsman’s details.

Full name : Reitumetse Nkwane Number in question : ***