Urgent Complaint: Incorrect Data Upgrade – Request for Immediate Resolution

Dear MTN Customer Care Team,

I am writing to formally lodge a complaint regarding an upgrade I processed through Mondo for my MTN data plan. I confirmed an upgrade for 100 GB, but on the 12th, I only received 50 GB.

I reported this issue to Mondo on the 12th, and I was told it would be investigated. However, I did not receive any feedback. I called back on the 18th to follow up and was informed that the matter was in my favor, and that they were reversing the incorrect upgrade. I was told the cancellation and reversal process would take 12 days.

I then followed up again on the 24th, and spoke to a representative who provided further information. Despite these efforts, the issue has still not been resolved, and I have not received the agreed 100 GB upgrade.

I urgently need this issue fixed, as I rely on this data plan for both work and school purposes, and the incorrect upgrade is significantly affecting my ability to perform these essential tasks.

I kindly request your immediate assistance in:

Ensuring the upgrade is corrected to the agreed 100 GB

Providing a clear update on the status of the reversal process

Confirming the expected timeframe for resolution

Please treat this matter with the highest priority, as it has already caused significant inconvenience.