Extremely POOR service

Dear MTN Customer Care / Escalations Team,

I am writing to formally complain about the extremely poor service I have received regarding an online contract application made on 3 December 2025.

While completing the application on the MTN online platform, I received two calls from MTN agents offering assistance. I specifically confirmed that I wanted the advertised deal consisting of a Samsung S25 FE and a Samsung Tab S10 with zs S pen. At that time, I was advised that the Samsung S25 FE was out of stock and requested to be contacted once stock became available.

I continued monitoring the MTN website and on 9 December, the deal was clearly advertised as available, including images of both the phone and the tablet. Based on this, I proceeded. However, on 12 December, I only received the phone — the tablet was not delivered.

I immediately contacted MTN and a case was logged. Despite multiple follow-ups, no resolution was provided. I later contacted Samsung directly and was informed that the promotion had ended, and that I should take the matter up with MTN. As a result, a second case was opened with MTN on 22 December, and I provided photographic evidence of the deal as advertised on your website at the time of my application.

To date, no one from MTN has contacted me, and the issue remains unresolved.

This experience has been extremely disappointing. I currently have five active contracts with Vodacom and deeply regret trying MTN based on the service I have received. Because MTN failed to honour the advertised deal, I was forced to purchase a tablet in cash for my daughter, which should not have been necessary.

All I am requesting is that MTN honours the deal that was advertised and fulfilled in part, by supplying the Samsung tablet that formed part of the promotion.