MTN - Not Loading Correct Data - Poor Customer Service!

I have been with MTN for more than 10/12 years. And the service i received as of recent is absolutely poor (Would be an understatement). They will frustrate you to a point where you will literally lose your mind.

I engaged in an upgrade in December 2020 for 80gigs day and 80gig night with MTN. Since January we where receiving short data, 20 gigs less on day and 10 gigs less on night. In march we took proper notice of the values and i phoned in on 19 March to report. They said they opened a ticket and will report it. I followed up on the 26/03/2021, no the ticket is still open, called again, 01/04/2021 - again some excuse, about tickets and escalations. Gave them two weeks, and 10 emails up and down, i requested they phone me, on the 15th March, spoke to Palesa Phoku at MTN customer care, she said wants to look and the contract(i must supply it to her - yet on my tax invoice it shows 80gigs day which i gave her as well my contract), and on their side she told me it shows i am getting 100gigs (she insisted - which was impossible because i was monitoring) and alot of other excuses she gave me eg. like if i use so much, there will be so much left only at the end of month. Why should i provide my contract, you should have everything in place. So i told her to get the voice recording of when I took out the contract. She told me it will take 3 weeks to get it and its not available for everyone, and lastly not all calls are recorded (excuses much???), and I suppose to be the customer(doesn't seem like it). Then we decided I will wait till the 17th of April to get my new data and I will send it to her. ( Remember im the customer and im being treated like im a **** and i must provide proof) Still to get the problem sorted - i will do it. She said she will log in on Saturday to look at my problem.

Saturday 17/04/2021 at 05:15am i logged in to my MTN app, and low and behold, only 60 gigs loaded for day, and 70gig for night . Sent her an email the very same time. No response on Saturday, no response on Monday, i email (many emails) on Tuesday and asked to be called, no one wants to call me, they eventually respond via email, and say its been escalated and a ticket open. I ask for a manager, no one calls me - IS THIS SERVICE?????? I call MTN retentions to cancel my contract, i called 3 times, waited for 30min, 30mins again, and then a staggering 1hr and 2 mins and no one answers my call(i have screenshots), does MTN think i dont have a job???? Absolutely disgusting service - can you imagine my frustration - can you really? I am paying for a service and not receiving what im paying for. More than 12 years loyal, and i never missed one payment/debit order from my side. Plus i got two contracts running.

Ok, so today 22/04/2021. I call retentions, get through, what a revelation to actually get through! Speak to Philiswe Danisa, ask her to help me cancel my contract. She asks why, and i explain to her. She doesn't try to "buy me back", she proceeds with it on the system, and she gives me a staggering value for R2391.50, my premium for the contract is R250 a month, so they basically charging me for the remainder of the two years, without giving me any service(data in this case). Can you believe that? I would accept charging me a percentage for cancelling is ok (bare in mind im only canceling because they pushing me into a corner and not providing me a service which im paying for), but charging me almost the remainder, that is so unfair to the customer in tough economic times. Ok, then i ask her to send me the details and prices via email, i receive an typed out email with values, and no banking details and no reference numbers and no letter head etc, can this be possible for such a big company? Joh I was shocked.

Then lastly, here's the kicker, i asked kindly to speak to a manger or supervisor, she said no problem(trying to trick me hey - making me happy), and then she comes back and says her line manager can't be found, his not there. LOL...shame i would have been shocked - but i wasn't. Because i dont understand how an international company like MTN runs their business without managers or supervisors.

There was plenty calls in between and requests for people to phone me, but i cannot put that here. Not enough space.

At this point, I think I will let MTN rob me of my hard earned money, and pay their cancellation fee, so this debacle is over, and I will unfortunately part ways with them when my other contract is done.

PS - 1 star rating is too high. Hellopeter should apply a zero star rating.