MTN botched contract upgrade

I have recently "upgraded" my cell phone contract after my existing contract came close to expiring.

I was assisted by an outsourced third party, by the name of Empowered Outsourced Solutions who does upgrades on behalf of MTN. The person who assisted me goes by the name of Elizabeth Hadden.

Firstly it appears that the new contract sold to me through Empowered does not contain all the products that we agreed upon over the phone. The data package that she sold to me was agreed as 20 gigabytes per month for the next 24 months.

I repeatedly confirmed this with Elizabeth that the this package will be included monthly for the next 24 months, and she confirmed that this would be the case.

Now it appears that this was indeed not the case, as the data bundle was not renewed at the beginning of the new month.

Empowered has no contact number and they also do not respond to any emails sent to them for assistance.

MTNs blatant disregard to assist me after phoning the customer care number is very worrying, MTN also does not have any alternative contact details to engage with Empowered other that a simple email address.

I request that this matter be investigated with urgency and that the call recording between me and Elizabeth be made available immediately so that the facts can be checked.

This has without a doubt been the worst customer care experience and it is alarming that MTN is willing to utilize third party service providers and then unable to provide me with vital information that I requested.

I request an immediate response to this enquiry.

Regards,