MTN not phased about my inability to purchase Data on a contract number

I was using my phone and saw that my data had run out. I was alerted by an MTN website my data was finished and I should top up. Yet when I checked my balances I saw that I still had 2.99GB of data remaining. Because I was in a bind I thought I would purchase airtime so I can convert it to get more data as this is the process I follow to get extra data in general.

When I tried to convert my airtime (R300) into the "Work from home" 12GB data bundle, I was met with an error message stating that "There was an error processing your request. Please try again later." I received this message when trying to purchase the data bundles from every availalbe method provide by MTN. This includes via the MTN App, and every single option via the USSD services.

I contacted MTN 2 days ago to query the issue and they were completely clueless with regards to this. They opened a "ticket" and when I called them the following day to follow up, they told me that there was no ticket logged for this fault. I then proceeded to log another fault as this is an urgent matter. I contacted them again later the same day only to find out that the fault was still not logged. I demanded to speak to a supervisor and he then finally successfully logged the issue only 24 hours later. I then contacted them again later that day to find out what's going on and I was just met with sheer incompetence. Nobody is able to give me any info regarding the matter at all. Please keep in mind that every single call lasts for approx. 45 minutes. This has cost me valuable time that I could have focused on earning my salary.

I gave up eventually and decided to check again this morning. I was not suprised to learn that the fault is still in place and I am now for the 3rd day, unable to purchase data.

To add insult to injury I was met with an sms from MTN congratulating me on the subscription purchase of MTN's Gaming Plus service that is charge in excess of more than R3 per day. Which they of course deducted from the amount of airtime I have which I desperately need to convert to Data.

Whenever I phoned and asked to speak to a supervisor's manager to escalate the matter quicker I was always put on hold for 15-20 minutes at a time only to be told that said managers were "on calls" or "out of the office" (everytime without fail)

I am now in a position where I am losing income due to this issue and I will have to go out and purchase a sim card from another network just so I can stay connected. When I told MTN that I was forced to do so they didn't even seem bothered about this fact in the least.

I want my services restored with immediate and urgent affect. I want all monies depleted from my account while trying to resolve this issue restored in full. I also want a senior manager at MTN to come and see me in person and apologise for this pathetic service.

I have been a loyal MTN client for the better part of 2 decades and I expect much better from them. I can only encourage people to rather go to Vodacom when looking at a mobile service provider.

I have also logged this issue with ICASA. I am hoping that MTN will take such issues alot more serious in the future.