MTN robbing me

On 30 April 2024 I upgraded my contract after I wanted to cancel as I MTN could not offer me a suitable package for my needs. After speaking to retentions I was offered a package consisting of 16GB data and 525 any network minutes. May and June was 100% and I was allocated the above per our agreement. July all of a sudden, I only received the 16GB data and 25 minutes. I called in the 1st time to query this and was informed they could not assist me. I called again the next day and was transferred from pillar to post. I was transferred 3 times and every time I had to explain the whole story only to be informed “sorry, I must transfer you”. The last transfer was to the billing department who then again wanted to transfer me to sales. Why, because I do not want to buy anything, but no, only sales would be able to assist. One consultant at least agreed that the agreed upon details of my upgrade was indeed 525 minutes and 16GB of data. He even went as far as to agree that MTN is in breach of contract as I as a client is not getting what was agreed upon. (Luckily this time I recorded the call). He, however, also could not assist any further and he was the one to transfer me to the billing department. While still talking to this lady and the next moment she was just missing, although the call did not disconnect.

Is this the customer service MTN clients must be satisfied with? Are MTN above the law to not have to adhere to an agreement between them and their clients? Asking for the call recording I was advised that I have to go to MTN store to request the call and to listen to it there. (My upgrade was done telephonically and not at an MTN store. Why must I go there to listen to the call?)

MTN does not care about their customers. As long as they can take your money and not give you what they promised, they do dot care.

The saddest part of all is, I have been a loyal customer for over 20 years.

I do not even want to ask please, but PLEASE give me what we agreed upon!!!!!!!!