FALSE ADVERTISING AND POOR CUSTOMER SERVICE

<p>ACC NO: A***</p> <p>I visited the Empangeni MTN store on 24/05/16 to upgrade my data contract which was due to expire on the 12/05/16. I was</p> <p>assited by Clair Jooste and signed up for the 24 month My MTNChoice 2GB @ R99.00 per month in which I use my own device,</p> <p>which is a promotional offer by MTN as advertised in their monthly brochure and also by SMS. This offer is a total of 6GB</p> <p>of data per month, made up as ff: (2GB normal time + 2GB night express + 2GB bonus night express). When I left the store</p> <p>Clair asssured me that all should be in order. Upon checking my data balances in the afternoon, I noted that I was</p> <p>allocated a pro rata amount of data for this month as ff: ( 1.35GB normal time + 1.35GB night express), and no bonus</p> <p>data. I should have also rightly been allocated 1.35gb pro rata bonus night express as advertised.</p> <p>I then phoned the mtn call centre on 808. The consultant after checking with his manager advised that he is unable to</p> <p>assist and said I should call MTN direct on ***. I called the number and the consultant there advised that she was</p> <p>also unable to assist and I should go back to the Empangeni MTN store as all should have been sorted out at the store.</p> <p>She however advised the she will send an e-mail to Clair advising her to call me.Since I did not hear from Clair, I went</p> <p>back to the MTN store on the morning of 25/05/16.Clair denied having received an e-mail and I was assisted by Sabelo, who</p> <p>was confused as to why I had been sent back to the store as the data allocations is done centrally. He then phoned 808</p> <p>and the consutant there did not seem to know anything about this promotion. Sabelo took down my contact details and it</p> <p>was agreed that he will contact me before midday on 26/05/16. At 13h33 on 26/05/16 I phoned Sabelo since he did not</p> <p>contact me as was arranged and seemed to have not followed up on my query and said he will contact me after checking. He</p> <p>phoned me back at 14h20 and advised that my query was handed to a consultant and that he will update me.</p> <p>I have since not heard from him, nor anyone from MTN, nor have I been allocated the bonus night express data. I am</p> <p>absolutely appalled at the service levels of MTN as none of the consultants that I have dealt with seem interested in</p> <p>resolving this query. I am also disgusted that MTN will stoop to false advertising in order to sell their services.It</p> <p>seems that MTN ****s the ignorent into signing these promotional data contracts, but blatently does not load the bonus</p> <p>data as advertised. I am at my wits end and if I do not receive any confirmation from MTN within a day or two, that they</p> <p>will provide the services as advertised, I will cancel the contract and report same to ICASA.</p>