Misled and horrible customer service with no fair resolution

I have been a loyal MTN customer for over three years and have always trusted their services, which makes this situation extremely disappointing.

An MTN agent contacted me with what was presented as a better deal – more data at a lower rate. However, at no stage was it explained to me that the new contract would limit the amount of data I can share and classify a large portion of my allocation as “promotional data,” which cannot be shared. This was a critical detail that would have influenced my decision, and yet it was never disclosed during the upgrade process. When I raised this with MTN, I was told that agents are not required to explain such details unless I specifically ask. This reasoning is unreasonable and unfair. How could I possibly ask questions about conditions I was never made aware of? In all my previous upgrades, full and transparent information was provided without me having to probe. It is clear in this case that I was misled into accepting a contract that does not meet my needs and is not what I agreed to.

To make matters worse, I have been informed that in order to cancel this contract and revert to my previous one, I would need to pay a R700 cancellation or migration fee. I find this completely unacceptable. I should not be penalised for MTN’s failure to provide clear, transparent, and complete information at the point of upgrade. I have tried to email them to reach a resolution, but after over 4 weeks of back and forth of me constantly following up and asking for resolution, I still got a “ I’m sorry but there’s nothing we can do because on the call you did not specifically ask about data share therefore we cannot cancel nor migrate this new contract” they give the worst customer service and I need them to either take me back to my old data contract or cancel the entire DATA because it’s not what I would like to spend my hard earned money on.