MTN contract duration dispute - no help from MTN (be careful when upgrading over the phone)

Reference number: 8196f482-a***-a4c9-264aded52885 I have been a customer of MTN for more than 12 years now. In 2022 December, I renewed my MTN contract telephonically. I always take a 24 month contract, and my surprise was huge when I saw that I could not upgrade in November 2024, as my phone is giving me problems.

I went to the MTN store, and they did an inquiry for me and the lady got back to me saying the contract is 36 months. I wanted either a transcript or a voice recording, because I would never have agreed to a 36 month contract. I also would not have queried the term as I always take a 24 month contract - if the consultant did not mention it specifically - I would have assumed it was 24 months as always. I want to find out if that consultant actually informed me that the contract was for 36 months. Why else do they always say they record the conversations, if they cannot go back and provide either a transcript or the recording to the customer?

I have been emailing MTN complaints since 20 November and according to the automated email you are supposed to have an answer after 72 hours. They did get back to me that I can pay extra and upgrade earlier - that is not what I need to know!!! Eventually I lodged a complaint with *** as per the MTN website. Still no help!!

What do I have to do to get some assistance from MTN?? I want to see or hear where the consultant informed me that I was signing up for a 36month contract!!