MTN BAD CLIENT SERVICE

I have been an MTN customer since from 1998 and not just a customer, but a contract holder. I have been using the same number from 1998 to date.

All this years I'll receive an sms from MTN that I am due for upgrade, then I'll go to the nearest MTN store be assisted with no problems walk out the store with the new phone. On the 6th of June 2022 I received a message that I am due for upgrade. I went to MTN store at Fourways where I was told that I am due for upgrade on the 26th of October 2022 and if I upgrade I'll be liable to pay the device costs for the remaining months plus the new contract costs totaling to R1570.00. I told the agent that it was never like that all the years and he said things has changed I can make payment arrangements and I agreed to pay but for 3months because I have a problem with my current phone. MTN system didn't have the option for 3months payment. The agent said he can't help me anymore I must call MTN contact center.

I called the contact center when I arrived at home, I was told that the sms I received was sent to me by mistake the correct date for my upgrade is the 26th of October 2022 and the sms should be sent to me during July month not now, however even if I received the sms during July month I must wait for October otherwise I'll pay the device remaining costs. I compliant to the agent on the phone that but what must I do because MTN sent me an sms that is not my fault, she also told me that I can make payment arrangement an that is done by another department something like retention department she ask me to hold she is transferring me to them. I was holding for more than an hour until the phone hang up.

My concerns: MTN never communicated changes and do they make changes on a 2 year contract that has not yet lapse MTN sent me sms by mistake I use my time and petrol MTN systems were slow I was like I am at Home Affairs Both agents seem to do not know their business because they told me the different stories Form 1998 to date I think I have paid MTN more than a R1M to earn ba cutomer service.