Failure to Honour Black Friday Promotion – MTN Woodmead

Good Day Dear MTN Customer Care / Complaints Department, I am writing to formally lodge a complaint regarding my recent contract renewal experience at MTN Woodmead, which has resulted in MTN failing to honor a promotional offer that was clearly promised to me by your consultant. On 07 December 2025, I visited MTN Woodmead to renew my contract. I selected a Black Friday special, which I was informed was valid until 08 December 2025 and included free Samsung earbuds and a watch. The consultant assisted me with the upgrade and explicitly assured me that I would qualify for both promotional gifts. During the application process, the consultant advised that the system was not responding and requested that I leave while he followed up. He undertook to contact me on Monday, 08 December 2025, but failed to do so. At approximately 2pm that day, I followed up via WhatsApp. He confirmed that there was an issue with my account and requested an SAP number, which I promptly provided. I again queried whether I would still receive the free earbuds and watch, to which he confirmed yes. On Tuesday, 09 December 2025, I was informed that my contract had been approved, and I collected my phone on 10 December 2025. During this period, the consultant repeatedly assured me that I would still receive both the earbuds and the watch, stating that the application was submitted before the promotion ended and that he would submit the claims to Samsung on my behalf. I then travelled overseas on 16 December 2025 and returned on 05 January 2026. From 06 January 2026, I attempted multiple times to contact the consultant, receiving no response. On Sunday, 11 January 2026, I returned to the MTN Woodmead store to follow up, only to be informed that the consultant was no longer employed there. Another consultant, Khanyi, assisted me and discovered that no application for the promotional gifts had ever been submitted. I was further advised that Samsung is now only willing to provide the earbuds and not the watch. This situation is completely unacceptable. As a customer, I should not suffer the consequences of MTN staff negligence and failure to perform their duties. I entered into this contract based on clear assurances from your representative that both promotional items would be provided. This constitutes a failure to honour customer promises and promotional commitments. I am extremely disappointed with the service received, particularly as I have been a loyal MTN customer for over 20 years. I respectfully request that MTN rectify this matter by honouring the original promotion in full, namely providing both the free earbuds and the watch as promised. I trust that MTN will resolve this matter promptly and amicably. I would prefer not to pursue this further through legal or regulatory channels, but I reserve my rights should this matter not be resolved satisfactorily. I look forward to your urgent response.

On Sunday 11 January 2026 Khanyi advised that she will contact me on Monday to advise what is going on, it is now Wednesday 14 January, and NO INFORMATION RECEIVED.

Yours sincerely, Roshinie Pillay MTN Customer – 20+ Years Contact details: [***]