MTN | Policy Change not Communicated

In August 2025, I contacted MTN customer care to discuss upgrading my services. As a customer managing multiple family lines, I specifically inquired whether converting one of my contract numbers to pay-as-you-go would affect my ability to share data from my contract line to that number. Your customer care agent explicitly confirmed this would be acceptable practice and that data sharing would continue to function normally.

Based on this official confirmation, I proceeded with the requested changes. The MTN application subsequently allowed me to link the converted pay-as-you-go number, and data sharing functioned as promised for several weeks.

On 23 September 2025, I discovered the number had been removed from my profile. Upon contacting customer service, I was informed that effective 1 September 2025, MTN implemented a new policy prohibiting data sharing between contract and non-contract numbers.

I expect MTN to honor the commitments made by its representatives and restore the service configuration that was explicitly approved. This matter represents a clear breach of customer trust and requires immediate resolution.