Contract Upgrade

<p>I have been with MTN for over 6 years. On 21 December 2016 my wife and I went to upgrade my contract at MTN Sandton City as there was a 50 Gig promotion that I was interested in. The consultant who served me was Stella. I selected a handset (Sony Experia X) and package linked to the promotion and as with every other upgrade everything was approved instantly but the handset I selected was not available in store and had to be ordered. This is where the nightmare started. </p> <p>On the 26 December 2016 I received a SMS message that my application was approved and that they were still sourcing stock (handset). Then again on 18 January 2017 I received the same SMS. I never received further news and I went back into the store. Their ticketing system at the entrance requires you to enter your number prior to select the reason for the query which I did every time I went to the store. I’ve been to this store about 3 times with no resolution whatsoever.</p> <p>Finally, tired of this back and forth on May 11 I decided to go back to the store in order to log my complaint with the Store Manager (Tish Mlambo). I got there just after 17h00 and was advised that he only works until 17h00. Irate I requested answers on my contract upgrade and only then advised that my contract upgrade had been terminated because it was over 30 days. I never received any communication to this effect.</p> <p>I then made an appointment to chat to the manager for the following day (Tish Mlambo) were he assured me that he will chat to Stella get the documents and sort out the issue but because she was on leave and off the weekend I would only get feedback on Monday 15 May 2017. I was accommodative and left thinking all will be resolved. </p> <p>On Tuesday we had a conversation and Tish advise me that because they can't source the phone they can't honour the deal and they can't give me the promotion because it is passed and that I should have contacted him earlier (his words are after the second or third time I should have asked to chat to him) in addition to the rules of MTN around contract upgrade and cancellation.</p> <p>Here are my concerns and frustrations:</p> <p>1. As a customer no rules were provided to me with regards to a 30 day rule and really I do not care as a telecommunication company - MTN should be better at communicating </p> <p>2. As a customer there is no rules that says that I should contact the manager after the second or third times and who decides on that period. I trusted MTN to value me as loyal customers and engage me and not the other way round </p> <p>3. Based on the fact that I received confirmation that my contract is approved, the fact that my selected handset on offer by MTN as part of this promotion was not available shouldn't affect my eligibility to the promotion. Hence I request MTN honour their side of the contract and provide me with the promotion with the phone or possibly an alternative device. The handset I selected is still not available.</p> <p>4. MTN Sandton’s service was shocking as they questioned my integrity in saying that I didn’t come to query my contract status according to the consultant Stella and when I confronted the manager Tish advising that he can pull the records from the ticketing system his answer was that the information is not stored therefore they can’t verify the legitimacy of my arguments. I find it EXTREMELY OFFENSIVE that my integrity is being questioned based on the lack of data on your side.</p> <p>I hereby demand that I am offered an alternative handset of my choice and that the package I app**** for on 21 December 2016 is offered to me without any further delays.</p>