Mtn not keeping their word!

On the 5th of January 2024, my husband and I called the Mtn Retentions department regarding our current contract with them, which was about to end on the 9th of January 2024. The person we spoke with was Dillon and we were pleasantly surprised at how easy it was to sort out the details of a new upgrade. We were about to give Mtn a 5 star review but decided to wait until the 12th of January, which is when we would receive our monthly data package. And lo and behold, they messed it all up and are refusing to take accountability.

Firstly, the contract that was agreed upon on a recorded call, was 150gb day data and 150gb night data for a lesser amount than we were currently paying, for the period of 36 months. On the 12th of January we received an sms stating that we received 100gb of day data, but on our phone we only received 92gb day and about 60gb night data, and we are being billed more than the agreed amount!

We called Mtn and were told this is a pro rata data. This doesn't make sense, because it's from the 12th of January to the 12th of February, a full month!!!

Today, 24th January, we called Mtn more than 6 times and we are being pushed from pillar to post from the customer care to Ignition Retention department! And our calls are being dropped multiple times now!

My question to Mtn South Africa is, as long as you get customers to not cancel their contracts, thereafter you treat them like this??? You want to deduct more than the agreed amount for less than the agreed data package??? Do you think this is ethical? Now you need to contact us to sort this out because we are being inconvenienced by not having the data we need for our daily use!

Should this not be resolved amicably, we will take it as a sign that we should never, ever recommend Mtn or further our association with Mtn. Then we will look at our legal rights in terms of the consumer protection act in our country.