Formal Complaint Regarding Upgrade Refusal and Loyalty Concerns

Dear MTN,

I am writing to formally express my dissatisfaction regarding my recent experience with your upgrade process.

I have been a loyal MTN customer for over 25 years. My current monthly account exceeds R2,500 per month across five active lines. While this amount may not be significant from a corporate perspective, it represents a substantial monthly commitment for a private individual. Throughout my time with MTN, I have consistently met my payment obligations.

Over the weekend, when attempting to upgrade one of my contracts, and again during a follow-up call to your call centre this morning, I was informed that my credit score no longer permits me to proceed with an upgrade due to it being too low. I acknowledge that I am currently experiencing some financial challenges, as I have in the past. However, historically, I was still able to upgrade without difficulty, and I have always honoured my monthly commitments to MTN in full.

It is therefore extremely disappointing to now be told that I do not qualify for an upgrade, yet my existing R2,500+ monthly payment remains acceptable. I was advised that I may only proceed with a SIM-only option. This inconsistency is difficult to reconcile.

What concerned me even further was the response when I indicated that, if this is the position, I may need to reconsider my relationship with MTN once my contracts conclude. I was asked whether I would like to cancel immediately or give notice later. That response was particularly disheartening, especially given my long-standing loyalty to your brand.

To be clear, I do not hold the consultant responsible. They were professional and simply conveying policy. However, I am deeply concerned that 25 years of loyalty, consistent spend, and payment history appear to carry no weight in your decision-making process.

I would appreciate a formal review of my account and a considered response explaining how customer loyalty and payment history factor into upgrade eligibility. At present, this experience leaves me seriously reconsidering my future with MTN.

I look forward to your response.