Misleading SIM-Only Upgrade

I am writing to formally lodge a complaint regarding a recent upgrade on my MTN contract. I was contacted by an MTN agent who assisted me with a SIM-only upgrade. At no point during the call was it explained that the upgrade would result in a data-only SIM that does not allow phone calls.

A few days after the upgrade, I realised I could no longer make any calls. When I queried this with MTN, I was told I had been signed up for a data-only SIM. This was never communicated to me. Had I known that the SIM would not support voice calls, I would have never agreed to the upgrade. It is completely unreasonable to expect anyone to be without basic calling functionality for the next two years.

I have attempted to resolve this through your customer service and even received a follow-up call from MTN, but unfortunately, no one has been able to assist or offer a resolution. I have been left with a service that does not meet my basic needs, and I am still being charged for it.

Please note that I will be instructing my bank to stop the debit order. I will not be paying for a service that was mis-sold to me and that I cannot reasonably use. I expect this matter to be resolved urgently.

I request the following:

Immediate cancellation or correction of this contract without penalty

Restoration of a SIM that supports both voice and data

Confirmation in writing that I will not be charged any cancellation fees