Angry MTN Complaint

MTN, I am honestly extremely angry 😡 😡 and disappointed with the way I have been treated as a paying customer. When I took this data contract, I was clearly told that the package included Anytime Data AND Streaming Data. I accepted the contract based on that promise. I am paying my money every month, so I expect to receive exactly what I was promised. Instead, the Streaming Data simply does not work. When I stream, MTN uses my Anytime Data instead of my Streaming Data. Once my Anytime Data is finished, I cannot stream at all, even though I STILL HAVE STREAMING DATA sitting on my account. I called MTN and was told that I needed to purchase Anytime Data to activate the Streaming Data. I followed your instructions and spent MORE of my own money on additional data, only to discover that it made absolutely no difference. My Anytime Data finished, and once again I could not stream despite having Streaming Data available. On 6 September 2026, I physically went to an MTN store to report this problem. The matter was escalated to the technical team, and I was told it would take up to 48 hours. I waited. On 10 September 2026, I contacted MTN again because nobody had bothered to provide me with feedback. I was then told that the issue STILL had not been resolved. Another case was opened, and I was told I would receive a response within 24 hours. Today is 11 September 2026 and once again, NOTHING. How many times am I supposed to contact MTN about the SAME problem? How many times must I explain that I am paying for a service that I cannot use? I am absolutely fed up. I paid for this contract with my hard-earned money. I did not ask MTN for a favour. I am paying for a service, and MTN is failing to provide that service as promised. And now, when I say that I want to CANCEL the contract because MTN is not delivering what I was promised, I am being told that I must pay a cancellation fee. Why should I be penalised for cancelling a service that MTN itself is failing to provide correctly? This is completely unacceptable. I have already given MTN more than enough opportunities to fix this problem. I went to the store. I called customer service. I followed the instructions I was given. I even spent additional money on Anytime Data because MTN told me that doing so would solve the problem. It DID NOT. Yet I am still expected to continue paying for this contract. NO. I am not happy with this. My next data allocation is due on 17 September, and I also want clarity regarding the data I have already paid for. I am not prepared to simply lose data that I have paid for because MTN has failed to provide the service correctly. At this point, I want this matter treated as a FORMAL COMPLAINT. I want MTN to: Explain why my Streaming Data is not working.

Explain why my Anytime Data is being used instead of my Streaming Data.

Resolve the issue immediately OR provide a clear reason why it cannot be resolved.

Refund or compensate me for the additional data I was instructed to purchase unnecessarily.

Cancel my contract WITHOUT an early cancellation fee, because MTN has failed to provide the service I was promised.

Confirm in writing what will happen to the data I have already paid for.

I have been patient. I have waited. I have followed your instructions. I have spent additional money. I have contacted MTN repeatedly. ENOUGH IS ENOUGH. I am not asking for something unreasonable. I am asking for the service I paid for. If MTN cannot provide the service that was promised to me when I signed this contract, then I expect MTN to allow me to cancel the contract without charging me a cancellation fee. I am extremely disappointed with MTN's handling of this matter, and I expect this complaint to be taken seriously and resolved immediately.