Angry and frustrated

I am completely appalled and frustrated by the mtn customer service. I have taken out the Black Friday deal last year which included 20Gs daytime data and 10Gs night time. After my data being depleted very early on into the month, I called into customer care and they advised me that it has been captured as the 5G deal, therefore I have only been receiving 5Gs. Which is NOT what I am paying for. The lady which I spoke to asked that I get ahold of my contract from the gateway store - which I had taken my contract out from. After approximately 3 days of calling to their store with NO answer (which is completely ridiculous that they do not answer the phone), I had to call centre management to send through a security guard to pass on my message. I live in Johannesburg so I was not able to be at the store.

After a long battle, the woman from mtn called me back and assured that she has logged in a query and the issue will be resolved in 24 hours. After not hearing anything for the next two days I called into customer care once again where they notified me that NO query had been put through.

So the lady on customer care line logged a query on (23/01/17). She again assured me it will be resolved in 24 hours. I called in the next day to track the process where I was told it will take 2-3 working days to solve the issue.

I am a working woman with commitments which is is why I needed the data package. Because of this mishap, I have had to purchase data bundles up to R600 because I needed internet to complete my work. That is more than double my monthly installments.

Further, the customer care line responded to my email saying my query is still pending. Which helps NOTHING at all. I then called customer care AGAIN and was told my query was assigned to the wrong department, so it will take a further 2-3 working days. As it is Thursday, I assume it will only be resolved well into next week, which means more money being spent on buying data.

I am appalled by the lack of urgency and the blatant disregard from the Mtn Gateway store as well as mtn as a whole