MTN South-Africa

I have been with MTN since 2011, I never skipped a payment and I have a monthly combined subscription with them for over R1200/p.m

In July 2020 I opted to upgrade one of my subscriptions through MTN directly via telephone, I was assisted by a Mr. Brian from the Retention Department

During the Upgrade I was promised the following:

1. Huawei P40 Lite 2. Huawei GT2e watch 3. Huawei BT earphones ( Value R999) 4 50 minutes 5. 500MB of data 6. 50sms's

for the monthly subscription of R400/pm

When I received my posted package from MTN I realized that I did not receive the Huawei BT earphones, I called MTN retention Department again, Mr. Brian explained to me that by the time my package was sent out the Huawei BT earphones was out of stock, and that MTN will give me an alternative choice of benefit to cover the value of R999 as this was part of the contract agreed upon. I chose to have the value of R999 deducted from my MTN account due.

I realized after my next billing that this was not done and I phoned the Retention Department again, after not receiving any feedback, I was then informed that my choice of having R999 deducted from the amount due on my account was not possible according to Mr. Brian who initially agreed to this, and that he will call me with alternative offers.

Mr. Brian then phoned me and offered to give me a 100 minutes extra on my account for 14 months as reimbur*****t for the R999, This was in September 2020 and I was at this time looking to settle the matter so I agreed to accept the offer although it was not my first choice.

In October 2020 I realized that the minutes were not loaded and I called the Retention Department again. Mr. Brian informed me that he thought the matter was settled and that he will ensure it is rectified.

This is now the end of November 2020 and the problem is still not rectified, 4 months after I upgraded. It is unacceptable and I believe at this point that further discussions to rectify the matter is not going to assist.

I called 08 different occasions since July 2020 with no joy and mostly being provided with false information as per the following query numbers, I also sent an email to what was supposed to be the email address of " 4 different supervisors" at the Retention Department, which to date was not answered:

*** upgrade initial ***- Upgrade query ***- second query ***- third query headphones ***- no follow up ***3- no follow up ***- no follow up 22 November 2020 email sent- no reply

I am at my wits end having exhausted all internal modes of communication methods and avenues, I requested MTN to cancel the contract at no cost to me as it is MTN who is in breach of contract and have to date not received any feedback regarding that either, so I am trapped in a agreement in which the provider is not honoring the agreement yet I am forced to pay the subscription