MTN Contract Upgrade ****

On 10 Nov, I telephonically upgraded my monthly out-of-contract to a new 24 month one. I dealt with Natasha - employee number 6498. I was promised that I would retain my current deal and my data would increase to 15 gigs. They phoned me. My pre-upgrade package was 10.98 gig data, 200 minutes and 50 SMS’s. My normal date for being topped up is 12th of the month. On the 12th December my previous balances were removed and replaced by a pro rata amount which will run out shortly. I was not given 15 gigs of data – it was around 5 gigs. Plus about 55 minutes (carried over). That’s when I became suspicious! I have since been advised that the package I should be receiving is: PROMO Night Express Data 10GB My_MTNChoice_8GB FREE Anytime 10GB Recur MTN FREE 100 Min All-Net Recurring This is not what I upgraded for. I agreed to a contract upgrade and was promised the exact same benefits plus an extra 4 gig data. This has not happened. I consider what happened to be a *****ulent way of getting me to upgrade. I have requested a copy of the telephone conversation to be sent to the Knysna MTN branch - so far nothing has been sent. That recording will prove everything in this review.

My top up on 12 December consisted of just over 6GB of data and zero minutes. So not only I am not getting what I had previously, I am now not even getting my minutes. When I went to the MTN branch in mid December in Knysna to try and get help there, when I was finished telling my story the assistant gave a knowing smile as if to confirm that I am not the first person to experience this. She was very helpful and sent an email to MTN requesting that my previous package is reinstated. She admitted it was a long shot and the easier solution was just to accept the new package which she could probably get actioned a lot quicker. I decided to at least see if I could get the previous package reinstated first. That was almost 3 weeks ago.

I have been promised a follow up from Mondo Sales Admin many times, and also by Rewardsco Customer Care. On 3 December they emailed: Your query (case no: RCO459305) is currently under investigation. We will be in touch within 2 business days with an update for you. Thank you for your patience. Kind regards, The Rewardsco Customer Care Team. Well that was over a month ago and nothing!

I have a been an MTN customer for many years and have 2 accounts with them. The same thing has happened to the 2nd account.