********** UPGRADE & BAD CUSTOMER SERVICE

********** UPGRADE

On 22 March 2019 I received an sms to say that my MTN contract was upgraded. This was done without my knowledge or consent. My primary cell number was upgraded to a MTN 2GB contract, which has no voice bundles. Something I would never allow, as I need to be able to make phone calls for my business and personal use.

I phoned the MTN Call Centre on 24 March 2019, and the service agent, Dismelo escalated the query. The MTN reference number received was: ********** 78.

After receiving no feedback for 4 days, I called again on the 28th March and was put through to the cancellations department. After explaining the situation again, MTN claimed that they cannot cancel the contract themselves, as they require the instruction from Mondo. So the agent then put me through to Mondo directly, and told me to speak to a Supervisor / Manager.

I was assisted by a lady called Amanda Lubbe, who said they would investigate the matter. She gave me the reference number: 25537.

The next day (29.03.2019) I received a call from Amanda to say that the the contract was in fact upgraded without my consent, and that she would process the cancellation. She said that I would receive an sms notification once it had been done.

By 12 April 2019, the cancellation had still not been done. By this time, my previous month's minutes had run out, which means I am unable to make any outgoing calls. Even with loaded airtime, as it's a Data Contract.

I phoned MTN and again, they put me through to Mondo/RewardsCo as they claim that they cannot help me. I left a message for Amanda Lubbe to call me. I am still waiting for her to return my call.

On 16 April 2019, I phoned the MTN call Centre and explained my story again. The service agents once again said that they cannot cancel the contract as it was processed by Mondo/RewardsCo, and that if they cancel it themselves- I would incur cancellation fees. So once again I was put through to Mondo. I asked to speak to Amanda, as she was the one who confirmed that the contract had been processed for cancellation. She was unavailable and so I then spoke to a service consultant called Melanie. She assured me that everything had been processed from their side, and that it's can take up to 14 working days for the cancellation to go through.

I decided to give her the benefit of the doubt (as it was only 12 working days) and waited a few more days.

By 24th April 2019, the contract had still not been cancelled, so I called MTN Cancellations and spoke to the manager on duty - Veshain Vasram. He confirmed that MTN had not received any request / instruction from Mondo/RewardsCo to cancel the contract.

He said that he would email Amanda Lubbe & Chantal Govinden as they usually reply to managers at MTN.

I have left 2 messages and sent an email to Veshain, but he is not responding.

It has now been 20 working days since the "supposed" cancellation (and well over a month since this ******* upgrade was processed), and I am still waiting for any sort of feedback from MTN or Mondo/RewardsCo.

Although I am annoyed by having this upgrade processed *******ly, I am even more infuriated by the fact that I cannot make ANY outgoing calls from my cell number. I wonder if MTN or Mondo/RewardsCo will compensate for loss of income, as I am unable to return any missed business calls.

Please can someone in higher management contact me urgently so that this matter can finally be resolved.