false advertising, poor customer service

I am writing to express my frustration and dissatisfaction with the service I have received. On the 9th of October 2024, I upgraded my contract at MTN and was assisted by Kabelo Mo***eng, an in-store salesperson. I specifically requested a month-to-month 25GB data plan, which was advertised in the contract. However, to my dismay, the contract was incorrectly set up for 24 months—something I did not agree to or sign up for.

Additionally, I was given pro-rated data for the period from the 9th to the 11th of October, with my anniversary date being the 12th of every month. On the 17th of October, I noticed that I had run out of data, despite expecting to have 25GB available. When I called MTN to find out what had happened, no one was able to provide me with an explanation or a history of my data usage. My reference number for this inquiry is SMC/***.

I followed up with multiple customer care agents, including Monalisa, Promise, Bandile, Buyani, Noluvuyo, and Athi. Unfortunately, none of them were able to resolve my query or provide any clarity on my data allocation history.

I then visited the MTN store at Greenstone to address the incorrect contract, but Kabelo was not present. The staff at the store also failed to provide a satisfactory explanation. I was advised to return with my SIM card, and a call was logged under reference number ***. I was also informed that MTN had not app**** the free 30GB data I was supposed to receive.

While at the store, I called and spoke to Mr. Naidoo from the sales department, but he too was unable to assist me.

It feels like MTN is taking advantage of customers. I am now being expected to pay for data that was never provided, and on top of that, a cancellation fee for a mistake that I did not make. This is the second time something like this has happened to me. The first time, I let it go and paid the cancellation fee, but I cannot let this happen again.

I am extremely frustrated and angry. Every representative I speak to gives me conflicting information that doesn’t make any sense. I need this issue to be resolved immediately.

Please address this matter urgently and provide a solution, as I cannot continue to deal with this kind of service.