Disappearing minutes

in the week of the 11th to 17th of September i had approximately 146 minutes available. When I tried to make a phone call on Sunday, 17th September, i received a voice prompt that I've reached my bill limit. I consequently checked *141# and it indicated that I no longer had any minutes left. Where did it go? To put it into perspective, I barely use my cellphone for phone calls. I am very data orientated. So, there are always minutes carried over from the previous month. I called 809 and spoke to one of your "consultants" who informed me that this was in fact correct, stipulating that I have made repeated calls to 076 *** **79. That number is of a friend of mine, HOWEVER, I only text this number, never make phone calls to it. So, how can text messages come off my included minutes? This incident was extremely frustrating because the consultant did not seem to want to listen to what I had to complain about, constantly interrupting me, etc. She even went as far as to tell me that the usage is correct, which its not! The reference number that she gave was ********** 34. The next day when I *141# again, I suddenly had airtime avail!!! How is that even possible?? I consequently monitored the figure over the last couple of days. Bare in mind that in that period leading up to yesterday, I only made ONE SINGLE CALL on Saturday. Yet, the airtime amount fluctuated.

Now, leading up to my current problem: where are my new minutes allocation? I was credited with my 100 minutes for the next month yesterday. Around 8pm I checked11 on *141# and it showed my that I have 78 minutes left!!! NO PHONE CALLS WERE MADE!!!! This morning at 06:24 it stands at 60:19! Only 1 phone call has been made, and that was last night to 809 which is supposed to be a free call (ref no ********** 24)

When I ask what is going on (both instances) the general attitude of the call center staff is of that I have to wait for the next bill to arrive and then to query it. That is completely unacceptable. I am paying for a contract that I am not getting the benefits from. Plus, I am unable to make phone calls when I need to. How will waiting for the next bill be of any use? As well as every time I have had this (or any) problem with MTN, it is simply met with "we'll investigate and revert to you" attitude, yet no feedback is ever given unless I call, PLUS always finding that the usage is correct. Surely if the usage was correct , I would not have been upset and complained!!! What structures does MTN have in place where I can query those findings? Or, some ombudsman?

Honestly speaking, my contract is close to being able to renew (11/11/2017), however, I really have to consider not upgrading it and taking my number to another network. The amount of issues that I've been experiencing, combined with the lack of customer service does leave a bitter taste in my mouth