MTN is the worst

They are the worst mobile service provider in the country.

I app**** to have my contract upgraded on the 4th of November 2025 where the agent told me it was approved with a Honor P400 (which is apparently exactly the same as the S25 Ultra). I accepted and he said everything was done. Acouple of days later, when speaking to another MTN consultant, they informed me that only a SIM upgrade was done and there was no handset included in the upgrade. They assisted me in reversing the upgrade to my previous package.

In order for them to apply for the upgrade, I had to approve a debicheck Mandate on my banking app, which I was assured by the consultant, i will be able to cancel afterwards. As I am a Real Estate agent and only work on Commission, I cannot guarantee funds in my account on the same day every month. I accepted under these terms. I paid my account in store on the 27th of October 2025 (before approving the Debi Check Mandate). The payment was not allocated to my account and my account was subsequently suspended, but a "service champion" assisted me by making a payment arrangement for the amount just to allow the allocation of funds to be done. I received an email a couple of days later to inform me that the funds have been allocated, only to have my service suspended again the next day. They absolutely refused to assist me any further, as according to them, I was still in arears.

Today I phone MTN to cancel my Debit order, only to be told that they are unable to do so as a result of a "new system". So, if the debit order tries to go off and there are no funds available, the debit order returns. Firstly, this shows on my bank statement and secondly this will incur additional costs on my account which they made very clear they will not refund me for. When I asked to speak to a supervisor or manager, I was informed that it would not be possible as the answer will not change.

How is this even acceptable?

They keep phoning and notifying me that I am due for an upgrade, but when I try to upgrade, they inform me that I only qualify for Sim upgrade and not a handset. They are patronizing me in this regard.

I have been a loyal client of their for the past 3 years and this is the treatment I get? I even convinced my previous employer to change to MTN form a different service provider where they took out around 10 contracts. This was since around 2019.

I have been loyal to MTN all this time but apparently loyal customers don't mean anything to them