FALS INFORMATION FROM CALL CENTRE AGENT

Dear Sir or Madam,

I am writing to formally lodge a complaint regarding the R295 “uncapped” data package that was sold to me telephonically by an MTN sales consultant.

During the sales call, I was clearly informed that the package was uncapped. At no point was it explained that only the first 100GB would be at full speed and that thereafter the speed would be significantly reduced. I later discovered this limitation, which renders the service extremely slow and almost unusable once the threshold is reached. I believe this critical information was deliberately withheld in order to secure the sale.

Based on this information, I recommended this package to several friends and family members, including my son, Jerome van Niekerk, believing it to be genuinely uncapped.

I have visited the MTN store at Harvest Place on numerous occasions to enquire about upgrading my package and was repeatedly informed that this was not possible because it is a telephonic contract. I also contacted the MTN call centre and received the same response, delivered in a rude and dismissive manner. This reflects poorly on MTN’s customer service and willingness to assist its clients.

In contrast, my son Jerome van Niekerk, who was also sold the same R295 “uncapped” package, contacted the call centre and was assisted by a helpful consultant who clearly explained that only the first 100GB is uncapped. He was then upgraded to a 600GB package at the same price. I would like to understand why my son received assistance, while I was repeatedly refused similar help.

Due to the severe speed restrictions on my current package, I am now forced to work from a friend’s house, as my work depends entirely on reliable internet access.

I formally request:

1. Access to the recordings of the original sales call to confirm what was communicated to me. 2. That my package be corrected or upgraded under the same terms offered to my son, or that a fair and reasonable resolution be provided.

Should this matter not be resolved promptly, I will have no option but to escalate the complaint further to the relevant regulatory authorities.

I trust MTN will treat this matter with the seriousness it deserves and I look forward to your urgent response.

Yours faithfully, Drika van Niekerk