I need my airtime to complete my work.

I just got the worst customer experience from one of the agents from MTN. I bought data for the value of R35 yesterday (12-08-2021) and I presumably thought that the data I bought was for the internet.

As I was about to do my work assignment I could see that I cannot access the internet anymore and so I checked my balances and I saw that I still have 1GB work from home data and so I called the call center to enquire as to why I cannot access the internet with the data I have and I advised the agent I spoke to that I would like to be refunded for the data I bought because I cannot connect to the internet with it. The agent I spoke to said she will escalate the matter to her manager and I will be refunded within 2-24 hours. I asked the agent to give me the reference number for the escalation and she said there is no reference number, however, if I want to follow up on the enquiry I can call back to check. I then asked for her name and she said her name is Amukelani.

I then called back a few minutes later to ask the third agent about the refund and she advised me that refunds cannot be done for data purchased. I therefore, advised her that I just spoke to one of their agents who advised me that they will escalate the matter to their manger and I will get my refund within 2-24 hours and I asked them if they can see my correspondence with the last agent I spoke to. The agent advised that on the interactions the agent only advised that I wanted assistance with the network and our call got disconnected (which was not the reason for my call in the first place) and she advised that I spoke to two agents prior to her. She said the names of the agents are Nomsa and Amanda. I advised that the agent that promised me a refund said her name was Amukelani but she said she does not see any Amukelani on her side and the interactions do not say anything about a refund request.

I am disappointed by the fact that the agent gave me false hope and she **** about her name. I just think that she should have been honest with me from the start so I what to do next because my job is on hold and I needed to use the data. I called with the *** number and I need to know what can be done in this matter because I NEED MY AIRTIME BACK!!!!!!