MTN Migration Error

To Whom it May Concern.

Summary of issue experienced and the service received from MTN.

25 Jan 24 - I was debited as per the package SuperFlex 10GB Price Plan for R 299 31 Jan 24 - Migration happened on my MSISDN *** on 31/01/2024 at 11:58 am, which was not intiatated but myself nor was I informed prior to this happening. 31 Jan 24 - Everything stopped working for this SIM, so I could not make calls, all Data on the sim was cleared. 31 Jan 24 - MTN was informed and several emails sent and calls were made to agents to get traction on this inquiry to find out what happened. Multiple Calls were being cut after going through the process to get to an agent and none of the agents attempted to contact me back to assist which is highly unprofessional.

1 Feb 24 15:03- Contacted another agent S'fiso Mngomezulu, who confirmed that this was a Migration Error and a few of these were being received, he requested that the number be reprovisioned. (Reference SMC/***) NOTE: Prior to this no reference number was provided.

2 Feb 24 08:18- Followed up with Agent on the status of the request 2 Feb 24 8:33 - Sent to *** Subject: Fwd: SMC/*** 2 Feb 24 23:16 - Informed by agent Simangele Prudence Ntuli, that query is still under investigation, a new reference was given REQ*** and it would take another 2 - 5 days to be resolved ( 3 days without resolution) 5 Feb 24 09:46 - Followed up with the agent on the status of the query and resolution. (6 days no resolution) Attempted to contact MTN +/- 50 times and diverted to different agents Told my package has been migrated off the Superflex without being informed of the intention to do so or reason thereof Account Debited just prior and then for no reason my package migrated.

6 Feb 24 - 8:33 Followed up again with the agent to get feedback on the query. (7 days no resolution) 6 Feb 24 - 13:46 Feedback received that service was Migrated to a MTN Bonus Bonanza Plan due to excessive usage, after only 6 Day's into my Superflex Package. NOTE: NO proof was provided on the criteria followed to determine the usage nor was there communication that there was a usage threshold and my account was still debited.

Given the above issue experienced where my package was migrated, with no prior communication from MTN and my account still debited. The numerous attempts I made to get feedback from the agents which took 7 days to get an incomplete answer. My service being affected throughout the duration of this enquiry is testament to the shocking service provided by MTN.

I cannot get a Refund for the Package, I was only able to use it for 5 days, yet i paid for the Month in Advance.

Kindly Note that After Some Enquiring, i also found a few other MTN Users Who Got Migrated out of their current packages on the 31/01/2024 without any Notices.

Regards

Vinod Ramluckan