MTN is in breach of contract 17 April 2018

I have a dispute with the MTN network that just cannot be resolved. The resolutions of each and every one of these queries do not make sense and I am bearing the brunt of this incompetence.

I app**** for a double up data sim only contract with an added option which I opted in for in February, I was eligible for contract renewal that month. I contacted MTN Direct in the week of 19 – 23 February 2018, she (lady) was unable to assist me immediately – as they were unable to load the special with the added device.

Details:

MTN Choice 20gb (Double up deal) 40gb AnyTime Data 40gb Night Express Data @ R499pm ********** CT466

Add R230 per month x24 months to get a Samsung Galaxy Tab A with S-Pen (P585)

Total 729pm x 24 months

The fine print on page 2 of the February Yellow Trader: Double the data value/My MTNChoice Data Plans promotion: My MTNChoice Data Plans Promotional Offering. Offer valid until 28/02/2018, or until the first 2000 new contract or upgrade customers have signed up to My MTNChoice 2GB, 3GB, 5GB, 10GB or 20GB 24-month price plan SIM only or on selected device deals, whichever is the earlier, will receive 100% of the Anytime and Night Express Data value (4GB Anytime and 4GB Night Express, 6GB Anytime and 6GB Night Express, 10GB Anytime and10GB Night Express Data, 20GB Anytime and 20GB Night Express Data, 40GB Anytime and 40GB Night Express Data) per month for the first 24 months of their contract. The free value will be valid for 30 days only. There is no carry over on the unused free value. Standard price plan rates will apply. The free value will be allocated within 14 working days from date of activation. For full MTN Terms and Conditions on all offers, products and promotions, including Showmax and Simfy Africa promotion, see page 55 or visit www.mtn.co.za. LTE device 30GB once-off promotion: Valid until 28/02/2018. New customers who sign up or upgrade to an LTE device will receive 30GB data once off (valid for 30 days only). The free value will be allocated within 14 working days from date of activation, and once inclusive value has been depleted, price plan rates will apply. T&C see pg. 55. Night Express: Night Express data value may be used between 00:00 and 05:59 only, Night Express value valid for 1 month and received monthly for the duration of the contract period, for full T&C see pg. 55. E&OE.

The feedback after attempting to open up the contract after multiple back and forth phone calls was that marketing had made an error with the offer codes and it needs to be loaded on the system before the contract can be loaded and processed. This went on for that whole week.

The following week on the 27th of February, I contacted Retentions and the gentlemen on that side was able to assist me and load and redo the application after cancelling the MTN Direct application. So it went through and the switch happened on that day and dat was was loaded – I never checked that allocation as it was expected to be a prorate amount.

SEQ NO: UV ********** ID / PASSPORT: 79*********85 DEALER CODE: 89003

PACKAGE TYPE: R316 DISCOUNT, ZZJ16 Offer: 24MTH MTNCHOICE 20GB, C_7

27 March 2018 When I checked my billing amounts on the MTN app, it was R1800. I queried this as well as my incorrect data allocation on 21 March 2018 with the call centre and the person (lady) assured me that discounts were not app**** to that statement. I waited and was credited for the incorrect cash balance. The data query was not resolved. Check query logs below…

Logged query numbers:

1- ********** 0436 27 March 2018 15:15

1- ********** 6693 7-April 2018 Kutlwano

1- ********** 6242 12-04-2018 20:31

1- ********** 5466 14 April 2018

1- ********** 6151 16 April 2018

********** 21 (?) 16 April 2018 Yolelwa

I still have not received my correct day time data amount and it has been more than 20 days and MTN is in breach of contract. I have not been receiving what I have signed up for and will make use of all possible channels to have this matter corrected and resolved. There has not been one clear explanation as to why I am not receiving what I what I have signed up for telephonically.

This is a 24 month contract and the service delivery is atrocious. The help from your call centre's is really not very good at all the extend of their patients, product knowledge as well as steps to correction is poor and very limited.

Please correct this as I am loosing out what I signed up for. I just want my missing 20gb data, and want reassurance that I will not have any bill discrepancies and data allocations in future.

Will I be receiving my missing data? If not, will I be refunded for what was not given to me?

I am paying for a service that I am not being given correctly and I have lost my patients.