Extremely Disappointed with MTN – Failure to Rectify an Error and Poor Customer Service

After being a loyal MTN customer for numerous years, I am extremely disappointed and frustrated with the way MTN has handled my complaint. For the first time, I am seriously considering cancelling my contracts once they expire and moving to another network where customers are heard and mistakes are rectified.

In May 2025, I renewed my existing contract and added a new device for my husband. The Deluxe plan advertised with my existing device included 6GB of data and 250 all-network minutes. I specifically requested via WhatsApp that the new device receive data only, as I already had the minutes I needed on my existing Deluxe plan.

Unfortunately, the sales representative processed the contract incorrectly, leaving my existing device with only 6GB of data and no minutes, while the new device received both data and minutes. I immediately contacted the representative, provided proof of my original request and was assured that the error would be corrected. However, no correction was made, and she eventually stopped responding to my messages.

Since then, I have sent numerous emails to MTN's head office and made several telephone calls in an attempt to resolve this matter. The only email responses I have received are automated acknowledgements, while telephone representatives have offered excuses without taking any action. Despite repeatedly explaining the problem and providing evidence, MTN has failed to rectify its own mistake since May 2025.

I am paying for a Deluxe package that should include 6GB of data and 250 all-network minutes, yet I am not receiving the full benefits on my existing device as intended. I feel seriously disadvantaged as a paying customer, especially considering that I clearly communicated my requirements from the beginning.

What is most disappointing is not the initial mistake, but MTN's continued failure to take accountability, communicate properly and resolve a straightforward issue despite numerous attempts on my part. I should not have to spend months chasing a service provider to correct an error that I did not make.

I am utterly dissatisfied with MTN's customer service and the apparent lack of interest in resolving customer complaints. If this matter is not addressed promptly, I will consider escalating it to the appropriate telecommunications ombudsman or consumer dispute-resolution body.

After years of loyalty, MTN has seriously damaged my trust in the company. I expect a proper investigation, correction of the package allocation and written confirmation of the resolution—not another automated response or empty promise.