IRATE DISSATISFIED CUSTOMER - ***** COMMITTED BY 3RD PARTY

MTN South Africa A call centre agent from Empowered Outsource called me stating that my current package is no longer available on MTN and I need to update my package. Clearly after a few questions, I was informed that this is not an UPGRADE but an UPDATE on my package and that I could still go to any store to upgrade my device. This was done on 16 June 2022. Fast forward to end of June, I go into a store to upgrade my device, I was informed that a sim only Upgrade was done to my contract. I was then advised to contact the customer care line and email stating that the upgrade was done without my consent. I was then informed that a reversal was going to be done. Another UPGRADE was done on my behalf without any consultation whatsoever on 18 August 2022. I am now informed that I must pay reversal fees to sort out my contract. I have been to MTN Direct in Umhlanga to no avail. Empowered OUTsource clearly has no customer values! To date this has not been sorted out! Could somebody from MTN Direct contact me as this is *****! My contract is with MTN and not with Empowered Outsource! It seems MTN have bypassed the POPIA Act and divulged personal information to a 3rd party who has the liberty to do as they please! Reference number: ***ed5-a935-edf18b59bcee Reference number: 202a0ec9-5ff6-4827-a233-94a605b51572

I have also private messaged MTN South Africa using messenger on 05/06/2022. The response is that:

We have escalated your query and details to the Sales team for assistance we will revert back as soon as we receive any communication. ~NN You sent thank you for the feedback. I hope to hear from you soon as I have been waiting for over a month now to have this sorted out. Should you wish to have copy of all the emails, please let me know. MTN South Africa MTN South Africa We sincerely apologize for the delay in resolving your query. ~NN 8:51 AM You sent Goodmorning, please could you advise if you have managed to look in my account and resolve 9:43 AM MTN South Africa MTN South Africa Hi Rekha, thank you for reaching out to us.

Kindly note that we have sent an internal follow-up email, and we will revert to you as soon as feedback is received.

ML Write to MTN South Africa

Absolutely flabbergasted by the service as I have been a loyal customer since the inception of MTN + I have 2 other contracts with them.