Cell Phone Upgrade-30Gigs promotion

Good day(Houghton Branch)

I have been a LOYAL contract customer for MTN since 2003, never defaulted on any of my payments and always supported the service provider, but the treatment that I am receiving does not amount to the 14 years that I have been with you guys.

On the 3rd of June 2017 I did an upgrade on this number ( ********** ) on a Samsung S8+. I was promised that my upgrade comes with 30Gigs that were going to be loaded in three months (10Gigs for three consecutive months).

I made a few calls to the MTN Customer centre and I was given two reference numbers: • 14th August- ********** • 17th August-1- ********** 1425

I was advised by the Call center to keep these above mentioned reference numbers in order trace if there were any enquiries logged pertaining to a short-load on my Gigs. According to the Call center, 10Gigs were loaded on the 9th June 2017 and three days later(12th June) another set of 10Gigs were loaded and the reminder on the 12th July.

My argument is that if 10Gigs were loaded 3 days later, why would they cancel the first set of 10Gigs that were loaded on the 9th?

You guys ran a 30Gig promotion for three months and not for two months and nobody had the decency to explain to us that when our normal cycle kicks in on the 12th , the 10Gigs loaded on the 9th would be forfeited!!!!

I had an extensive chat with Thato at the MTN Retentions department because my intention was to request for an early settlement with an intention of terminating my MTN contract because of this.

However Thato was very professional and did a thorough investigation as to what transpired. She also advised me to make contact with you guys, the branch that assisted me for the past 14 years in requesting for a Goodwill Credit as I was not made aware of the above mentioned on my Data side.

I hope that this finds you well and looking forward to a long fruitful relationship before I decide to jump ship.

Regards