Fooled into a contract that was not agreed upon, with worst customer care ever!!!

To whom it may concern,

We upgraded our contracts on 18 October 2020 at the MTN shop in Carnival Mall (shop number 1456) to be exact.

We agreed, verbally, with the consultant on 200 minutes and 3GB data per month, only to find out that the consultant (who conveniently does not work at that store anymore) did not hold up her end of what we agreed on. We have been downgraded to 100 minutes and 3GB per month. Worst part is that I am paying for the contract that was verbally agreed upon.

I went to the MTN store and told them that I was unhappy and that it is unacceptable. It is not the terms and conditions that was agreed upon. Please note that one of the other consultants working in the store as well as my wife witnessed the verbal agreement of 200 minutes and 3GB data. The stores response was that the consultant does not work there anymore, so they can not fix the problem. The consultant (the other witness) showed me on the system that it shows we should get 200 minutes and 3GB data.

The complaints department said that in the written contract it says 100 minutes and 3GB, which I understand, BUT IT IS NOT WHAT WAS AGREED UPON! I understand that it was only a verbal agreement, but that is what made us take that specific contract, it sealed the deal for MTN. That is what we thought we will be getting. Now we were fooled into thinking we will get what was agreed upon, but we never got it, AND still paying for what we thought we will get?! So, why does it show on the MTN system (in store) that we should get 200 minutes and 3GB data, but on the contract, it is different? This is UNACCEPTABLE and very UNPROFESSIONAL. I do not want to migrate to another package, I simply want the package that we agreed upon.

We have contacted the MTN complaints department, they simply refuse to help us. In fact, they don’t even respond to numerous emails. How is that for customer care? We are in the 6th month of our new contract and MTN still did not fix the problem?! Apologies, but I highly doubt that it takes 6 months to solve a simple problem.

I sincerely hope that this problem can be resolved as soon as possible, as I am sick and tired of begging for help from a company that does not care about its customers at all. Kind regards