MTN - Data Bundle Upgrade FAIL

<p>I have been a loyal user of a MTN data contract (where I enjoyed uncapped access with a USB-modem) paying in the region of R314 p/m for a number of years. In January 2017 I decided to go in-store an upgrade this package as the device I had been using had been quite dated (I previously skipped an upgrade or 2...).</p> <p> </p> <p>I went to the MTN SP store in Cresta where I was told that my previous package "no longer existed" in the sense that the uncapped bundle for R314 p/m was no longer available but that the closest available equivalent package was the MTNCHOICE 5GB at R329p/m.</p> <p> </p> <p>I recall specifically asking the consultant around the uncapped offering I was coming from and was told that I will essentially have the same...but my "speed" would be affected (...slower performance during certain times of day/night).</p> <p> </p> <p>About a month later (early February 2017) I went back to the MTN SP store in Cresta and explained that I was not happy with my "UPgraded" arrangement as I was paying more than before for a lesser product. I had run out of data halfway into my first month following the supposed "upgrade". This was a problem I had never encountered before with my wi-fi setup at home (running off the MTN USB modem (E170 F@stlink USB stick)) and a micro-sim split done off the same contract for a mobile device. I had probably spent around 36-48 months (...if not more) enjoying this "uncapped" package...now suddenly (following the UPgrade) I was running out of data mid-month - this was not acceptable!</p> <p> </p> <p>I filled out forms and handed back the Alcalatel Wi-Fi modem (which replaced the E170 USB modem) at the beginning of February 2017 (about a month after the UPgrade) and was told that the cancellation would be processed in due course. I contacted the MTN SP upon receiving my next bill querying why I was being billed for something which was meant to have been cancelled - especially since I had no usage of the data contract for having handed back the device.</p> <p> </p> <p>AND this was where the fun started...</p> <p> </p> <p>I have been to the MTN SP (Cresta) store at least 3 times now (once to upgrade, again to cancel on the basis of being left in a worse-off position with a lesser product and paying an increased monthly price...and a third time to seek clarity/updates more than 2.5 months after the initial upgrade and 1.5 months after handing back the device) and despite several calls to the Store Supervisor and MTN Business Centre I am seemingly no closer to a solution than I was at the start of this runaround.</p> <p> </p> <p>I find this barrier to exit the contract quite restrictive and extremely frustrating especially since I enquired around the UPgrade at the time of concluding it...have had no use of the product/package for almost 2 months now (and yet I continue to be billed for it) and I am getting little to no feedback from anyone involved...instead I need to schlep back into the store to be told that this manager, regional manager, account manager, blah blah blah needs to to sign this form and that form and so on and so on.</p> <p> </p> <p>I am tired of the inconvenience of having to go into the store and I am fed-up with paying for something that I have no use for. Today I was told by the Store Supervisor, that the Branch Manager/Owner needed to get in touch with an Accounts Manager who needed to approve a form that would need to be submitted to MTN H/O before a cancellation might be considered - - this is 2 months + since raising my grievance! And I am met with redtape, breakdowns in process and handoffs from one "manager" to the next.</p> <p> </p> <p>I find the matter in which this is being handled to be in poor taste and a appalling customer experience.</p>