MTN "SuperFlex" stretching it too far

On 9 October 2023 I ordered and paid for their SuperFlex offering. 17 October the item, a SIM card in a box, was delivered to me by a courier. Promptly thereafter I was welcomed to the SuperFlex family by MTN. I then proceeded to do a standard SIM swap according to their instructions and my previous number was successfully transferred to the new SIM card.

When, after a few days the "unlimited" airtime and allotted data did not show up on my MTN App, I went to their shop in Riverside Mbombela. After searching all possible connections to my ID number, they only found my (old) internet contract but no reference to the SuperFlex contract I just paid for. The shop assistant asked me to please wait a day or so.

I then went to their shop at Crossings Mbombela where again we searched for my contract details but could not find anything. The helpful lady proceeded to call every helpline she could and all stopped in a dead-end. She gave me the customer care e-mail address.

I wrote a lengthy letter to them with proof of payment, screenshots of all the communications sent to me and waited. I received an answer that they are looking into the matter.

Well, many hours spend with the lady at their crossings branch, several re-sending of my appeal for help, continuous communication on their Facebook group and nothing is working and no-one has ever contacted me apart form the standard reply, "We are looking into it.".

I have all the proof of communication attempts and their replies, but until now, it is still not operational.