Extremely frustrated and disappointed

I called to upgrade my contract on 13 November 2020.

I initially asked to upgrade to a MTN Mega Talk M at R299.00 pm.

As I am on a tight budget I realised that the Small contract would suffice and just before finalising the upgrade I requested to change the contract to the SMALL contract at R199.00 pm. I initially asked to change it to the MTN Mega Gig Small, and realising my mistake, said “No, no, I mean the Talk / Voice Small”. I need minutes, air time, NOT data.

The contract was issued and I received a contract which said 24 months, Gigs which I assumed was for the first number I requested to upgrade, namely ***. - I have not received a contract for the upgrade of ***, however, it appears to have been issued correctly.

I waited for my Talk S contract to arrive, but it never did. I later saw that my phone had more than 20 Gigs of data! I again called MTN on the 24th November and was told that Lindiwe issued the contract and the matter would be escalated to Lindiwe who would call me back – my reference number was 1-***. No one has called me back.

I tried calling several times where the phone would ring and ring and then I would be cut off.

On the 2nd December I received a call from a lady regarding the migration of my number *** to prepaid, and I then queried the progress of correcting the contract from Data to Talk on ***. The lady looked at the system and said that the matter had been escalated and I should wait for the phone call.

On Friday, 12 December, I again called MTN and went through to Customer Care. I was told that I must call Cancellations to cancel the contract and then I must take out a new contract. When I called Cancellations I was told that they would have to refer the matter to Retentions, but due to a problem with the lines she could not transfer me. My reference number now is ***.

I also sent an email to the Retentions Department on Friday, 12 December to which I also have received no reply. Over a month has passed since I first requested the upgrade. I would be extremely grateful for the upgrade to be correctly issued as a MTN Mega Talk S at R199.00 pm especially as I no longer have any minutes left.

I also still have not received the contract for ***.

Regards, Monique Holford ***