MTN complaint

I am writing to express my deep frustration and disappointment with the persistent and unresolved issues I’ve experienced with my MTN data contract. Despite being a long-standing and loyal customer, I feel completely let down by the repeated service failures and lack of accountability from your team.

In 2023, I entered into a 4GB data contract with MTN. From the outset, the service was unreliable due to faulty data lines. I chose not to escalate the issue initially, as I had access to Wi-Fi at home. I endured the subpar service with the intention of cancelling the contract once it reached its term.

However, a few months before I planned to cancel, an MTN agent contacted me with an offer to upgrade to a 50GB contract at R229.00. Hoping for an improvement, I agreed. Unfortunately, this decision only led to further disappointment. For three consecutive months, I paid for data that was either not delivered or completely unusable. Despite numerous escalations, no effective support or resolution was provided.

Eventually, I was migrated to a 100GB contract at R239.00 by your agent, Sibabalwa Mpiti, as a supposed solution. Yet, the problems persisted. In July and August, I received only 70GB instead of the promised 100GB. It was only in September that I finally received the full 100GB—data that, once again, was unusable. Strangely, the data only worked when shared with my daughter’s phone, while my primary number remained unable to access it.

This has been an exhausting and unacceptable experience. I have paid for over seven months—on top of the original 24-month 4GB contract—for a service that has consistently failed to deliver. My attempts to resolve this have been met with unresponsive and, at times, rude customer service. I’ve had to follow up repeatedly, visit multiple MTN stores, and endure dismissive treatment, particularly from an agent named Mandisa at your Gauteng branch, who was unprofessional and disrespectful to both me and your in-store staff.

This entire ordeal reflects a severe lack of transparency, accountability, and customer care. I am now demanding the following:

Immediate cancellation of my current contract without penalty. Full reimbur*****t for all payments made toward this unusable service. A thorough investigation into the handling of my case and the conduct of your staff. A credit for all data bundles I was charged for but could not use. Below are just a few of the reference numbers related to my complaints. I am certain your system will reveal many more, most of which are marked as “closed” despite the issues remaining unresolved:

BO*** *** *** *** RITM *** Additionally, I was provided with the number *** by Mandisa for assistance, but it has never connected despite multiple attempts.

I expect a prompt and satisfactory resolution to this matter. The continued failure to address this issue is not only unacceptable—it borders on *****ulent. I trusted MTN, and that trust has been repeatedly violated.