***** -MTN NOT GIVING ME WHAT I'M PAYING FOR!!!

On the 26th of August 2018, at approximately 6pm, I renewed my MTN cellphone contract at the MTN store in Pavilion Mall. I had received a special offer via email from MTN and upon reviewing it, the staff member Sanelisiwe verified it as valid and signed me up. The offer included 20 gigs of promotional data every month for 24 months. I was given 10 gigs of data (pro rata, since I only receive my airtime,sms’s and data on the 12th of very month). On the 12th of September I did not receive my allocation of data (20gigs per month for 24 months). I went back to the store and Sanelisiwe was concerned and promised to escalate. During the time period from the 12th of September till the 25th of September, I’ve received no feedback, other than to say that my problem has been escalated. I’ve spoken to people in Customers services and the Retentions departments and no one could help me. All departments told me to go back to the store that I renewed my contract with and let them assist me. In desperation I phoned the MTN regional office, and I was transferred to a man called Willem. This was the only time I’d been treated with a level of respect by anyone since this whole debacle started. He did say that this issue would be sorted on the same day but unfortunately it wasn’t. I have not heard back from him. On the morning of the 24th, I went back to the MTN pavilion store and asked to speak with the manager. A woman named Fazila told me that the manager was busy. I said that I would wait but she insisted on telling me that she would handle the issue and after telling me that she’d phone me back with a resolution on Tuesday at 11am. On the 25th of September, at 11am I was given a call by the store manager of MTN saying that my issue had been escalated to senior management. I asked for a root cause analysis to the problem and she refused. She was unable to give me a reason as to why I wasn’t getting what I am paying for and when I started becoming insistent, she was quick to tell me that I am being insulting and rude and that she didn’t appreciate it as a person. I rep**** that I didn’t give a damn about her as a person and I was only concerned about speaking to her in the capacity as a store manager, who’s staff had botched up my cellular upgrade. Since all other departments pointed me back to her store, and since she couldn’t give me an RCA to the issue, and that I wasn’t getting what I paid for, It is only natural for me to be frustrated and not happy, especially since I’m not getting what I paid for. The store manager even imp**** that they thought the offer could have been **** (this after being verified in store more than once). I was given the name of the senior manager that would be handling my matter (Mr Holilal) and I should expect a call today. The store manager even said that she was happy that she’d tried her best to help me and that she was satisfied that she’d done her best and that I was being rude. My view is that how can she be satisfied when I’m not getting what I’m paying for and that there is still an outstanding issue. The store manager had me on loud speaker and I suspect that she had someone listening in on the call (which is very disrespectful) so that she can have someone verify that she’d covered her basis. I find it hard to believe that this store manager would rather focus on a customer being rude than focus on a solution to the issue at hand. She concluded that she was happy from her side that the issue had been escalated and she was happy to conclude the call with no promise of a resolution. I’m still left with an issue where there is no resolution to my problem. Essentially, I am paying a higher monthly premium now for the same amount of airtime, sms’s and data now that I did before I renewed my contract. I was happy being out of contract paying much less money that what I’m paying now. I would not recommend MTN to anyone, and I would not encourage anyone to go to the MTN store in Pavilion. I want what i'm paying for MTN...and I WANT TO BE COMPENSATED FOR MY INCONVENIENCE!!!