MTN does not honour the agreement

Dear Sir,

I have a complaint against MTN that I will need to lodge with the ombudsman if not attended to.

On 1 February 2022 at the MTN branch in the Mall, Somerset West, I took out a contract for home internet. The contract is called "myMTN Home 100GB." I was served by LeRoy de Bruyn and I indicated on the pamphlet that they had what I wanted. On the pamphlet it stated that this is a 140GB deal consisting of 50GB anytime data, 50GB night express data and then there is clearly marked 10GB MTN Home Bundle + 30GB YouTube Streaming Bundle. After a few weeks, less than a month, the data was finished and I wondered how that could be. I went back to the shop and they simply said that I had exhausted the data. I installed the MTN app and it indicated that the 50GB anytime data was indeed exhausted. There was, however, no mention of the 30GB YouTube data that was advertised on the pamphlet. The YouTube that I had made use of exhausted all the data. I checked the contract and there it also was not mentioned but instead there was included "10GB Music Streaming data + 10GB." That was not pointed out to me when I took out the contract and I was confident that the deal was as it was advertised on the pamphlet. At Somerset Mall they told me to call customer care at 135. I did that repeatedly and I got no help. It was said that it was escalated to the relevant department and that they will call back. I went back to Somerset Mall and even asked if I could cancel the contract. I did not apply to cancel the contract but asked how much it would cost me if I cancelled the contract. They could not tell me and said that MTN would call me within two or three days. They did not. They also "escalated" my query. I called again and again the customer care but got no help. Then on 13 March, without any warning or notice, the contract was cancelled and I got a SMS to that effect. At the end of the month I was charged R2549.35. I never got any explanation of how that amount was calculated. The contract was to be R269 per month. I had to pay R150 because I took out the contract in the shop and not online. Then the first payment was R453.78 on 1 March. In total I paid R3153.13 and got very little use out of it. I received a router that I now have no use for and will be glad to hand it back. I never signed or requested the contract to be cancelled. I feel this is an abuse from the side of MTN and I would like to be reimbursed. They did not give the service that they agreed to at any moment and they cancelled the contract without my consent. I cannot continue with that because I have had to make other arrangements and therefore I can only insist that I must be reimbursed for the money that I paid to MTN without getting what they promised.

To be clear this is the information on the contract: Date: 01/02/2022 Invoice No: INV***8 Account number: BA*** My ID: ***

As mentioned before, I get no satisfaction on the customer care line. They never called back after many promises and nothing was done. I therefore appeal further now.