MTN refuses to honour a 20 + 20GB data contract

I have to post this experience since all efforts to resolve the matter with MTN has failed: 1. I subscribed to a 20 + 20GB data contract (40GB Hot deal for R299/month) at MTN the Glen on 08 September 2017. The “package type” and “offer” on the agreement was confusing but I was assured by the sales agent that the system would ensure that I get the 20 + 20GB data allocation. To be sure, I insisted that the agent writes 20 + 20GB offer on the signature page of the agreement (I saved a copy of the offer and the agreement). 2. On 31 October the 1st debit was R548.16 (almost double the monthly cost). I tried to query this with MTN customer services but eventually went to the MTN store where I was told that this was a pro-rata bill and I would only pay R299 per month x 24 months. Since the 1st data allocation was more than 20 + 20GB, I accepted the explanation. 3. I did not further query the account since I always received in excess 20 + 20GB / month, only later to understand that this was as result of unused data rol*****. 4. At the start of the May 2019 cycle (on 12 May) I ran out of data and realised that I was allocated less than 20GB. I immediately queried this by email with Customer Services (ref no 272814) who gave me the run-around. MTN insisted that I was subscribed to a 15 + 15GB package. I more than once sent them a copy of the contract and of their offer. 5. After I threatened to report the matter on Hello Peter, Rorisang Moumakwe of MTN SA wrote on 6 June: “Please note that we have re-escalated your query to the MTN store where the contract was taken for further assistance. The store manager or sales consultant will be in contact with you. We sincerely apologize for any inconvenience you may have experienced with our service”. 6. No one contacted me for weeks and I went to the MTN store, requesting to see the manager who was out as was the case every time thereafter when I tried to see him. 7. Kyle of the MTN store was only willing to give me his own e-mail address and on 26 June 2019 I sent him the email trail and the essence of my complaint. Since then I have been in constant contact with Kyle. 8. On 31 July 2019 MTN debited me with R718.01 – this is still unexplained and unresolved. 9. On 12 August 2019 (month 24 of the contract) I was allocated 20 + 20GB for the 1st time! I was also told that MTN will not compensate me for their breach of the agreement in short supplying me with 5GB per month for 11 months) since they “have no record that I queried the bill”. Are they serious???

Hoping that this matter could be reasonably resolved, I was at the point of upgrading to a 40+40GB package but realised that it would be foolish to continue with MTN.