Failure to honour contract by MTN and request for assistance.

Good day.

My name is Mondli Mdunge.

I would like to register an official complaint and a case of misrepresentation against MTN’s agents.

1. Background:

I have two cellphone contracts with MTN, which have been due for an upgrade.

I had been receiving calls, trying to get me to agree to the upgrade, but due to fact that there wasn’t a package on offer that would give me more than what i was receiving, i had always declined to upgrade.

2. What was I receiving in my old contract:

10 GB Data anytime.

200 minutes.

This is on each of my two contracts.

3. What is the issue?

The “upgrade” offered me the following:

4 GB of Data.

10 GB nighttime only.

100 minutes.

This is for each number.

4. What is the difference and the complaint.

I now receive only 4GB as opposed to my 10 GB anytime.

I now receive only 100 minutes as opposed to 200 minutes.

This is for each numbers.

The agent called me on 11 October 2023 for the supposed upgrade.

I was assured the 10GB anytime Data on each number, and that the new contract would add to the 4GB anytime Data, as well as give me nighttime surfer.

This meant, as confirmed multiple times with the agent, that I would be getting 14 GB anytime Data (10 GB original plus the 4GB from the new contract), 10 GB nighttime Data, and the original 200 minutes.

Call reference numbers:

***.

***.

Unfortunately this has not happened.

I have gone through quite a lot of calls, lengthy and frustrating calls, explaining the same story over and over to different agents, supervisors, all of them not helping me.

I have received multiple reference numbers, still with no assistance, yet I am paying.

I also have a reference number provided by a supervisor, who had also promised to escalate my matter, and to also call me back and give me an update.

This has not happened.

Call reference number:

SMC/***.

This was on 21 October 2023.

I would like the Ombudsman to intervene and assist me to get this new supposed upgrade, which is a downgrade, to be cancelled and for my old allocation (10GB anytime and 200 minutes) allocated.

My contact details:

Mr Mondli Mdunge

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